AS Leisure StudiesUnit 2 – A People Business

What will we study?

• provision for customer needs and expectations• key principles of successful customer service• staff and their communication with customers• the importance of the customer to the leisure

industry• the significance of product knowledge in providing

customer service• different methods used to evaluate standards of

customer service• the development of customer service skills and

their application in dealing with a range of customers with different needs

Section 6:

• the development of customer service skills and their application in dealing with a range of customers with different needs

Starter

• Where are you on the attitude scale?• Complete the self assessment on p161 of the

Leisure text book

Objectives

• You need to understand customer service skills and how they meet the needs of different customers.

Is the customer service meeting the needs of the individual?

• Video 1• Video 2

Customer service skills and how they meet the needs of customers

• Most people working in the leisure industry have to deal with customers regularly. You need to know how staff should treat customers with different needs in different situations. To achieve excellent customer service skills requires training and experience. You should understand how staff:

• identify different customer service situations

• know how to seek advice and help if customer needs cannot be provided for

• anticipate and head off complaints

• can evaluate their own customer service delivery.

customer service skills and their application in dealing with a range of customers with different needs

• Customer Roles• Role play 1• You are a visually impaired person who is visiting a

leisure centre. You want to use the sauna. You need support in visiting the changing room and then the sauna.

• Role play 2 • You have a speech impediment (stutter). You are visiting

the local cinema and would like to book tickets to see a film later in the day for you and 6 friends.

• Role play 3• You are a migrant from Poland. You wish to become a

member of a local gym for 3 months. You do not speak any English at all.

customer service skills and their application in dealing with a range of customers with different needs • Staff Roles

• Role Play 1

• Leisure Centre Reception Desk

• Role Play 2

• Front desk at a Cinema

• Role Play 3

• Reception at a local gym

• Role Play 4

• Front desk – bowling lane

• Role Play 5

• Reception at a local gym

customer service skills and their application in dealing with a range of customers with different needs • How could the member of staff have improved

their customer service? • Read p 126/7 of the leisure text book. • Can you add any further suggestions as to how

the member of staff could have improved their customer service

Summary Activity

• Mind Map – section 1

Seeking Advice

• How can members of staff seek advice and help if customer needs cannot be provided for?

Summary Activity

• Mind Map – section 2

Anticipating and heading off complaints

• What does it mean to anticipate and head off complaints?

• How can this be done?

Anticipating and heading off complaints

• Prepare/check the facility prior to customer use• Staff present themselves correctly • Staff are trained in how to deal with customers

in a range of situations • Ensure staff have good product/service

knowledge • Use customer comments/feedback to identify

areas of concern• Find customers opinions using mystery

shoppers

Anticipating and heading off complaints

• Staff are trained to anticipate and meet the needs of different customers

• Customer feedback is sought to head of complaints e.g.

• Mystery shoppers • Forum group • Self Evaluation

Fancy a job?

Mystery Visitor Activity

• Examples – p138

• You have been employed by East Riding Council to be a mystery shopper to evaluate customer service in a range of its leisure facilities. This is what you are looking for:

• Staff appearance / attitude

• Length of time it takes to be served

• Quality of the products / services

• Information and advice

• Ability to deal with unusual requests or specific needs

• Benchmarking standards e.g. queuing time / adherence to Local Authority procedures

Summary Activity

• Mind Map – section 3

How can members of staff evaluate their own customer service delivery?

Summary Activity

• Mind Map – section 4

Review

• Identify three things you have learned today • Identify questions you have• Identify 1 thing you already knew

Review

• Identify three things you have learned today • Identify questions you have• Identify 1 thing you already knew