Present Proposals for Improvements to customer service Essay

IntroductionIn this assignment I give interrogation a tune through with(predicate) either the Internet or see the actual location and describe what type of guest serve does that course waste.I go a fashion pass judgement by listing altogether the facilities that the business has inst bothed to facilitate and benefit their nodes. I all(prenominal)ow base my enquiry on the Legoland theme place in Windsor as it has a contend of factors to talk ab place in my assignment and will prove kind of interesting in my understanding in what good guest serve is.For project 2 I will describe the conducts of Parliament that protects customers and rival each Act according to how it will affect an customer at Legoland.I will consequently take another business and I will attain all the factors that has been asked of me to do, such as make notes interchangeable the friendliness that the business makes to its customers to questions give cargon What argon the conditions of hyg iene to the customers, all of which will be taken in to account into an overall conclusion to how that business gives satisf work to customer service. I will call on the carpet Mc Donalds in Hounslow, being as its a really energetic surroundings it will test their behaviour to all the elements that could effect their service and observe how they deal in those predicaments. I will then interpretative my whimsey on how Mc Donalds could improve in that location business through an oral presentation.Read more Advantages of Off The Job TrainingFor task 5 I will obtain information on how an makeup admonisher customer service and explain on how Legoland would take out to improve and increase sales for the dour term future.Task 1 and Introduction to LegolandI stick out elect to visit Legoland Windsor as my organisation, Legoland has one hundred fifty acres of wooded landscape. It is set on a beautiful site, society million families within our target age range.The lego asse mblage was founded in 1932 by Ole Kirk Chitarisen who started life as a carpenter. to daylight Lego is consistently the only European toy manufacturer in the worlds top ten best sellers list. The Lego group is evermore being innovative. Manufactu squall new designs and divers(prenominal) techniques of satisfying pip-squeakrens fundamental conducts. The lego group is still a family owned business. Around 1.2 1.4 million state visits Legoland per year. It has all a child aged 2-12 needs. It is near to main motor inwardnesss and there atomic number 18 several means of access to Legoland. there are m both an(prenominal) advantages, for ex adeninele the effect on the local economy.I am visit Legoland in ordinate to investigate how the business treats its internal and external customers and what methods they amaze to solve customer complaints. External customers are raft that buy or visits. They are private individuals and businesses Legolands main external customers are fam ilies, grandparents with children, children from school trips and foreigners. on that point are 12 14 million visitors e actually year. It is a striking idea for parents to take their children to Legoland as it meets their needs. Legoland has five themed activity empyreans with forty synergetic notes and is full of fun for children aged 2 -12.The function that Legoland offer to its customers.* flush toilet facilities Children always need to go to the toilet nearly each instant of the day therefore , there should be a sufficient beat of toilets around the site.* Baby care Centres This eye socket is a private area for mothers to changed their baby or to breastfeed. It is ideal for mothers as it is convenient and they quarter blaspheme on them in case of a emergency.* Lockers Legoland offers lockers to the public as it saves them carrying their baggage around and they know that it is safe. They are non- recallable coin operated lockers . There are a laid-back follow of loc kers provided.* Pushchairs and wheelchairs require Both pushchairs & wheelchairs can be hired from Legoland. They lead a charge notwithstanding is fair. To make pushchairs & wheelchairs give more access Legoland have provided slopes instead of steps and good gaps for access in the attractions. For example freestyle workshop.* Public telephone There are public telephone located on the mini map. This is very winsome as not everyone has mobile phones. This may be ideal for parents devising calls to a taxi firm or friend to pick them up.* premiere Aid There is only are first aid gist on the map. This is unpleasant as first aid centres are rattling as children may cause injury to themselves and need assistance promptly.* doomed Parents There are two lost parents sites located. This is a vital need as children need to know where they are and how far they are. A child may get lost and will not know what to do. commonly if a child appears at a lost parents centre, they anno unce it on speakers around the site giving a full description of a lost child.* Automatic cash political machines There is one cash machine on site. This is useful as parents do not have to visit banks to withdraw cash. Parents would not have to worry if they run out of money.* Restaurants and cafes There are eight eaterys & cafes in Legoland. This is pleasing as parents and children will have the benefit of eating when they are ready. They would not have to mountain pass far to find a restaurant.The internal customers of Legoland are the employees, support provide and those who work within the organisation.Their needs would be* A pleasant purlieu to work in The employees would require an environment in which it is clean, safe and sui skirt.* An median(a) salary All employee want to earn a sufficient amount of money, so they can buy more goods/services, or of a high quality of goods or services. Their salary must(prenominal) be able to binding for their own running cos ts, fodder and needs.* Uniform Some jobs require the employees to stretch out a uniform. The employees would have to wear the uniform as it is presentable and is a form of advertising. It pleases customers & alerts them that the employees are available.* Changing area Employees need an area in which they can change their clothes into their uniform. Their has to be a mannish/female changing room. This is convenient for the employees, as they will not have to wear their to and from work.* Lockers Employees need locker to store their valuables and to squinch the risk of theft. The employees shade a little safer as they know their goods are store someplace safe.* Toilets Staff need toilet facilities as this is a basic need.* auto park Staff who drive need to know where they can park their vechiles without worrying. In some lag car parks, only the staff have an entrance to it.Business communicationOral.An feature when I spoke to an division of staff at Legoland was1) At th e main entrance, I went to guest services to ask on some more information on Legoland and possibly that they capability have a student information pack, they replied and gladly and gave me a booklet on all the information on the Legoland Corporation.My opinion of the customer service of Legoland.During my visit to Mc Donald I discovered that many another(prenominal) of staff were exhausted, unhelpful and bored. There were not many members of the public as the persist was unpleasant. Due to the poor weather, most of the attractions and shops were closed I went on a few attractions to test the staffs reaction. For example, we went on a model called the ferrous wheel. The woman working there was being very sarcastic as the ride was for all ages but aimed at junior children but still didnt give her the pay to tell me and the people Im with I hope you not come spinal column. We went on another ride called casserole. The man who was supervising the ride who was diametral us and p honed the psyche on the other side of the path and they both(prenominal) started laughing and making jokes, which quite rude and un favorableThe procedures Legoland adapt to discourse customer complaints are.* Listening to the customers complaints.* Try to assess the smudge.* Let the customer admit in a customer complaint form* Reassure the customer saying sorry and it will not happen againAn situation where a complaint was proceeded.A man came into a restaurant to secure a cup of coffee for 85p. He begins to drink and realises that the coffee has at peace(p) cold. He goes to the server and tells him that his coffee that he just purchased has been cold when he bought it. The serverWritten communicationI got this leaflet from a library. It has all the information the public need to know slightly Legoland. It has six different languages for everyones needs, it gives the statistic information, opening snips, advance booking, season passes and where how to get there. It is a ve ry vibrant and bold leaflet.This leaflet is all you need to know about Legoland. It has a big and colourful writing for children to read and uses words like excitement, hours of fun nothing better. These words are forceful many times to make Legoland sound fun and interesting.Legoland manufactures many leaflets in order to persuade little children and parents to visit.LEAFET* Here in a leaflet, I got from the front desk It tells the public when the opening times are for certain attractions. The assist Leaflet is a addition feature that Legoland have added as their finis and closing days to their seasonal year. It is shown in a very intelligent and vibrant layout with space Legoland character shooting a space struggle over the miniature site attraction. It would attract people into to going to this so fart but the thing that would put people off is the times that the fireworks will be displayed which is the late evening so some people might need to leave, so they have to miss t hat event, if it was some other special(prenominal) event that can proceed in the day then the spell out could be large.N/AN/AThese are the four acts which protect customers1)Consumer protection Act 1987This act states that all goods brought should be safe to use, and prices should not be displayed in a misleading way. Legoland would have to abide by these rules. For example, the price of goods should not be displayed in a confusing way. The price should be bold so customers can intelligibly see and understand them.2) Sales of goods act 1979This law declares that goods should be* vendable quality (Fit to sell, have no faults or damages)* Fit for their nominate (suitable for the purpose for which they are change)* As describe (must match description given)For example, at Legoland the goods sold should have no faults or damages. If a women purchases a key ring and discovers that there is a crack in the glass that contains a cast of Legoland, she can take it back either to receiv ed a refund or exchange, Legoland may lose customer loyalty through alter goods so they must maintain high quality point of intersections.3) Trades Description Act 1963.The code conveys that traders must give an accurate description of their goods & services. Legoland must show clearly their goods & services they sell. For example, In the leaflets it describes the goods it sells.4) Health and golosh at work Act 1974This act states that External customers can work if they* get injured because he/she sold a faulty product* suffer financial lost/distress, because of poor workmanship, professional negligence* shock themselves because lack of care by an employee callable to unsafe fittings.For Example, a customer walks into Burger king and slips over and breaks his arm. There were no signs of safety to alert the customer. The customer can sue the business for this.Task 4IntroIn this part of the assignment I am going to observes the customer service at McDonald. This requires me to purchase something from the fast food range of mountains and take in all the details which will help me explain what are my theme on the overall service of that particular restaurant.________________________________________________________________During my visit to a advantageously known restaurant I discovered that many of staff handle their customers very well.I went into a restaurant called McDonald. The service was able as they treated me in a good manner. There were limited amounts of food to choose from. They had a chicken burger, chicken nuggets, beefburgers & chips, all in total of 6 meals to choose from. I thought there would be more of a variety to choose from. I paid 79p for a medium portion of chips. its was not filling at all, whereas if I went to a general fish and chip shop the portions that they give for 79p is quite big(a) and leaves you quite full. The time it took to order an potion of chips was very quick as it was or so instant. It took almost fo r the cashier at Mc Donalds to despense the money I gave her in order to give me my order about 40secs, which was very impressive. I was in a long come up to test the amount of time it took to place my order. It took 3 mins to place my order in a queue with 7 people ahead of me.The hygiene of the restaurant was only satisfactory as the place was over crowded and I think due to the poor weather conditions most staff were ill and tired to meet the standards of cleanliness required by the Health and Safety Act to their customers.Despite the vigorous of the restaurant the ergonomics of the seats and tables and all other design features to the chain restaurant is in general quite good. For a family of four could intimately seat together in a booth that is to assist a number of people at once to sit. The tables is on average in the right height to eat, and the seats just complement the table with the right height. The only disadvantage to the comfort to the seats is that its 100% plast ic and that can be quite uncomfortable if sat down for a long time, but due to the constant redesigning to the restaurants it may just be a costing objective. In overall comfort to the restaurant is very take and due to the winter they have set the climate to a comfortable temperature.The hygiene of the lavatories was at a high standard. No matter how busy it is, Mc Donalds always maintained the lavatories clean and the all the way into the mensroom neat. The floors are always mopeds and the cubicles are always smelling fresh.The access for the disenable people is just satisfactory. As I walked in I notice instant that the space between the tray and bin stand and the parallel table was quite close together, and if I just squeezed through a person going the other direction then someone in a wheelchair is going to have a frustrating time getting to order and finally having a place to eat in McDonalds. There is a disabled toilet which is at a very good standard, so Mc Donalds are to facilitate disabled people but there ideas would need to have concerns on how they are meant to get in their restaurant.Mc Donalds have always been concern for the environment. From when a customer opens there boxed burger to reading the sheet that covers the tray, Mc Donalds always mentions and expresses that all there packaging and wrapping is produced from recycled paper and other materials. The absolute majority of the disposable rubbish is always mention to be recycled too. The surrounding environment to Mc Donalds is clean and members of staff take shifts into picking up any other rubbish that surrounds Mc Donalds. The bins around the restaurant are always being replaced with an empty black bag, and on the outside of the restaurant which is the front, is a bin which is always being monitored by the staff.The safety of the restaurant was excellent as they had taken all precautions to prevent accidents from occurring. For example a sign symbolising that theirs a wet floor was put up, this was to reduce the risk of injury.The improvements that Mc Donalds need to take in to action areThe three improvements to customer service that I have chosen area) Friendlinessb) Availabilty of Goods and servicesa) FriendlinessWhen I went into McDonalds the staff did greeted me nice but in self forcefully way. As I ordered my fries the cashier almost shouted and said Is that all I quietly replied no that would be fine. Then when I received my order She said Thank you enjoy your meal even when I ordered a portion of fries and in the way she said it was in a insincere way. The way that the staff at Mc Donalds could improve its courtesy to their customer would be to hire more cashiers and give them a longer break as on the day I went to the restaurant it was a very busy day and the amount of customers and stress combined can did lead to satisfactory behaviour.b) handiness of goods.From time to time McDonalds do have a wider variety of especial(a) value meals but only for limited time period such as the new Chinese themed meals. As in a any other working day you would go into have lunch at their restaurants you would find yourself limited amounts of foods to choose and soon enough you would become supply up of eaten the same thing time and time again. Mc Donalds could improve this by introducing more different extra value meals and attachment them into the ordering system in the restaurant so they become a regular fixture.How businesses monitor customer satisfactionLegoland monitor the number of customers by looking at their level of sales. If their sales are low, this means that the numbers of customers visits are low. This may be due to high price unhelpful or rude staff or lustiness of goods/services.Legoland monitors the level of sales by seeing if the sales have increased. This means that more customers are buying more. If the sales are rising this may indicate that customers that customers are happy with the service or find the goods at a r easonable price.Legoland monitor feedback by asking their customers to fill a form on their service. If a customer went into a shop to purchase a magazine and was unable to find it, he/she says thank you. This is a method of feedback as the customers was happy with their good/service. Some businesses issue surveys to their customers because then they can detect if people are happy with their good/service. Legoland monitor repeats business by checking the name and address of a person and how many times his names appears. For example a man buys a pinny on credit card. It shows the name and address. Another day, the same man returns and purchases a jacket, his name will appear again. Therefore the company can conclude that this is a frequent customer.