AS Leisure Studies Unit 2 – A People Business

The Big Picture

Section 3: Staff and their communication with customers

Starter Brainstorm situations where staff communications take place with customers.

Objectives You need to know how: staff can be utilised to ensure that all customer needs are provided for. You need to understand what expectations an organisation should have of its staff and how these expectations can be met. These are: how staff should communicate with customers on both a verbal and non-verbal basis the impact of technology on methods of communication what procedures are in place if staff do not communicate appropriately with customers, and customers become dissatisfied how the overall image of the organisation is maintained.

Discussion Think of an example of poor customer service you or you’re a family member have received. Why did you think it was poor? What could have been done to improve the service you received? How could you have complained?

Discussion Think of an example of good customer service you or a family member have received. Why was it good?

Activities - 1 Take a look at the jobs adverts on this website: Identify the personal qualities staff should have if they are to be considered for the jobs. Section 1 How staff can be utilised to ensure that all customer needs are provided for? 1.Leisure facilities have customer service procedures in place to ensure that customer service levels are set and maintained by staff. These include mission statements, codes of conduct and customer service charters. Describe what these are and find some examples. Resources: p How can staff be utilised to ensure they meet customer needs? Resources: p

Activities - 2 Section 2 What expectations should an organisation have of its staff and how can these be met? 1.Produce a guide for employees in a leisure facility as to how staff should communicate with customers both on a verbal and non-verbal basis. You should consider face-to-face communication, non-verbal communication, telephone communication and written communication. (p ) 2.Discuss the impact of technology on methods of communication in the leisure industry. 3.What procedures should leisure facilities have in place when customers are dissatisfied with staff communication? Resources can be found in the text book (p131) and Customer Service Point has some good tips.Customer Service Point 4.How can leisure facilities ensure that staff maintain the overall image of an organisation? (p ) Case Study Customer Service at the National Maritime Museum Customer Service at the National Maritime Museum

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