Leisure And Tourism Customer Service Portfolio

Leisure and Tourism Customer Service Portfolio Section A  Staff booklet for The Stour Centre. (Contact with customers and show records that would be completed) Section B How are the needs of the Customer met by The Stour Centre? o o o o o o o o o

Individuals Groups OAP’s Toddlers / babies Non-English speakers People from different cultures People with specific needs Business men and woman Internal Customers

Methods of Communication At least 7 methods of communication Complaints 5 complaints and a summary Section C Include a copy of the questionnaire and The Stour Centre’s Policy Statement Questionnaire analysis graphs 3 organisations which offer excellent customer service Comparison of best organisation and The Stour Centre (large table) Did the Stour Centre achieve its 10 policy statements Section D Mr Brown Role Play Mr Brown Complaint Form Thorpe Park Call Centre Role Play Thorpe Park Call Centre Booking form Stour Centre Role Play Stour Centre Application Form Travel Consultant Role Play Travel Consultant Booking form Travel Consultant receipt