1. Meeting Customer Needs
This resource was produced by Walsall Travel and Tourism Development Group and The Alton Towers Resort for the Diploma in Travel and Tourism.

2. What different sort of customers do you think visit the resort?
The Alton Towers Resort uses a range of products and services to meet the diverse needs of customers.
What different sort of customers do you think visit the resort?
Students should identify the different types of customers.

3. Existing and new customers Individuals Groups Business people
People of different ages
Non-English speaking
People with specific needs
Can you think of a need for each customer type?
Introduce the different types of customers – then get students to indentify a need for each customer type – for example a Non-English speaking customer may need signs which use pictures. It may be a good idea to start with some examples of basic needs – who would expect a theme park without toilets?

4. In this clip a member of the Corporate Sales team describes some of the products and services aimed at Business Customers.

5. Who are the following products and services aimed at?
Guide for Visitors with a Disability
Th13teen Shop
Woodcutters Bar and Grill
Toilets
Conference Centre
Students should identify which type(s) of customers the products and services are aimed at. You may want to split the students into groups, with each group focussing on one customer type.

6. Using your knowledge of the park, park maps and the website try to identify the products and services to meet the needs of one customer group.
Give each student (or group of students) a different customer type and ask them to identify the needs of the customer and how the Alton Towers Resort meets these needs. Students should use notes from their visit, park maps and the Alton Towers Resort Website ( to help with this task.

7. Meeting Customer Needs
This resource was produced by Walsall Travel and Tourism Development Group and The Alton Towers Resort for the Diploma in Travel and Tourism.