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Steve Smith

The document discusses customer service at Paultons Park, a theme park and animal attraction in the UK. It provides details on the park's history and growth since opening in 1983. It also outlines Paultons Park's vision, mission, and core values with a focus on guests, safety, quality, success, and people. Finally, it describes various aspects of customer service including communicating with customers, meeting their needs, and dealing with dissatisfied customers.

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Customer Service at Paultons Park
The original Paultons estate covered over 3000 acres Paultons house used for evacuees during the war and as a luxury hotel during the 1950¡¯s The History of Paultons Park
Hotel falls into disrepair and finally burns down in 1963 1979 ¨C The Mancey Family buy the land which now forms the Park 17th May 1983 ¨C the attraction opens to the public as Paultons Park and Bird Gardens The History of Paultons Park Over 80,000 people visited in the first year at a cost of: ?1.00 Child/ Senior ?1.50 Per Person
How to Find Us Bournemouth, Salisbury, Winchester, Southampton, Portsmouth New Forest all within 30 minutes of Paultons Park
Staffing Structure
Our Vision¡­.. ¡°To be the best in everything we do¡± How does Paultons Park Ensure Excellent Customer Service? Our Mission¡­.. ¡° is to provide our guests with a unique family experience that represents good value for money day out in a safe and quality environment¡± Our Core Values¡­.. OUR GUESTS ¨C Are at the centre of everything we do. We strive to continually improve the service we provide thereby ensuring guests will want to repeat the ¡°Paultons Experience¡±. SAFETY ¨C We recognise the responsibility we have to our guests and each other in order to provide a safe and healthy environment. QUALITY ¨C The surroundings and experience that Paultons offers is unique. We recognise that these and their consistent quality are the major points of difference we have when compared to our competition. We will continue to enhance the overall quality of the ¡°Paultons Experience¡± in the eyes of our guests. SUCCESS ¨C When we plan to do something in any area ¨C we will only do it well. We are proud of our successes and are committed to developing these still further in the future. PEOPLE ¨C Our staff are our major asset. We recognise that their commitment and the continual investment in the development of their skills is paramount to our ongoing success.
Signage: Directional signs, maps, ride health and safety sign, menus, price lists, mobile stands, animal information, height restriction board, height measurement boards Marketing: Leaflets for special events, birthday parties, season tickets, accessibility guide, group visits, corporate and conferencing, park general information Training: Seasonal staff product knowledge training, internal newsletter Contact: Website, 24 hour telephone hotline Safety: Rules of the park board, ride health and safety audio loops Provide Information: How do we Serve You!!
Provide Information:
Provide Information:
Ticket calculator Health and safety information at every ride Lost child procedures Ride attendants Guest services First Aid Staff forum Giving Advice:
Giving Advice:
Website Telephone Radios Internal email Internal telephone systems ¡® Pigeon¡¯ holes Staff notice boards Receiving and Passing on Messages:
Receiving and Passing on Messages:
Data bases: Customer details Livestock Internet ticketing Santa¡¯s Wonderland Ride daily check records Accident and First Aid record sheets Personnel records Keeping Records:
Keeping Records:
KEEPING RECORDS
KEEPING RECORDS
Staff induction Guest Services Assisting on and off rides Lost children Lost/stolen property First Aid Accessibility guide Food content Assisting the Customer:
External Customers: Lost/ stolen property Lost children Queue jumping Internet tickets Internal Customers: Sickness Flexible working hours Ability to do the job Dealing with Problems:
Company procedures: Listen and make sure you understand the situation Let the customer talk Smile, adopt a calm and polite manner Do not be aggressive Try to find a solution or offer advice If you cannot help further call a member of your management team Staff training Guest Services: Comment card Email Guest Services Dealing with Dissatisfied Customers:
External Customers: Stroller hire Wheelchair hire Lost child stickers Baby essentials Sun cream Motorised buggy assistance Wi Fi areas Discounts Conferencing and parties Field hire Free car park Charity days Sponsorship of local organisations Internal Customers: Uniform Complimentary tickets Free drinks and discounted food and goods Flexible working patterns Offering Extra Services:
Who are Paultons Park¡¯s External Customers? Individuals Groups Business Men and Women People with Specific Needs People of Different Ages Everyone who comes to Paultons Park Foreign visitors Season ticket holders Educational Groups Birthday Parties School Groups Brownies, Scouts, etc. Coach Tours Wedding Receptions Teachers Meetings Conferences Corporate Events People with Disabilities People with Babies and Young Children People with Learning Difficulties Families with Young Children Young Teenagers OAPs School Children
External customers: Everyone who comes to the park is treated individually Season ticket holders ¨C one year unlimited access, discount for Santa¡¯s Wonderland, e-newsletter, special events Educational groups ¨C talks, presentations, tours, activities, workbooks, teacher packs Birthday parties ¨C choice of food, entry to park, free party bags, free adult for every 5 children, additional entertainment School groups ¨C free teacher visit, risk assessment, discounted entry, free adult place per 10 paying students Special days for playgroups, nursery and toddler groups ¨C discounted rates Brownies, Scouts ¨C special rates, badge challenges Coach tours ¨C discounts Teachers ¨C training sessions, access to park information and staff, visits before bringing students Meeting Customer Needs:
Companies/Corporate/Conferences ¨C free parking, air conditioned meeting room, ¡®breakout¡¯ rooms, bar, events field, marquees, BBQs, catering, wi-fi, audio visual equipment hire,team building activities, treasure hunts Wedding Receptions ¨C photos in gardens, catering, marquees, entertainment People with disabilities/Learning difficulties ¨C accessibility guide, discounted entry, disabled parking, assistance dog access, disabled toilets, wheelchair hire, qualified First Aid staff, Queue Assist Policy, ride suitability information, ramped access to rides Families with young children ¨C lost child stickers, baby food warming service, baby changing facilities, stroller hire, adapted toilet seats Meeting Customer Needs:
Internal Customers Training Job security Flexible working hours Promotion Seasonal staff payments Pensions Complimentary tickets Rest room Staff forum Discounts Meeting Customer Needs:
Personal Presentation Uniform Operations Retail Catering Work Experience Hygiene Personality Attitude and Behaviour
Personal Presentation
Communicating With Customers Face to Face Gestures Body language Pitch and tone of voice Pauses and silences Language
Communicating With Customers Over the telephone Answer within 5 rings Greet the customer Introduce yourself Put a ¡®smile¡¯ in your voice Ask how you can help the customer Thank the customer in for calling Taking a message Have a pen and pad ready Listen carefully Make sure you have all the necessary information Check the information with the caller Ensure the message gets to the right person and quickly
Communicating With Customers Written Communication Presentation Grammar Spelling Punctuation Appropriate language Legible handwriting
Dealing With Dissatisfied Customers Face to Face Listen to the customer Apologise Make sure you understand the situation Keep calm, be polite and do not shout Decide if you can deal with the problem Find a solution and carry it out If you have to pass the problem onto a supervisor assure the customer that the matter will be looked at immediately
Dealing With Dissatisfied Customers Written Customer comment form Website Letter Responding Records
Dealing With Dissatisfied Customers Internal Customers Individual performance reviews Supervisors Staff forum meetings Legal rights

More Related Content

paultons park

  • 1. Customer Service at Paultons Park
  • 2. The original Paultons estate covered over 3000 acres Paultons house used for evacuees during the war and as a luxury hotel during the 1950¡¯s The History of Paultons Park
  • 3. Hotel falls into disrepair and finally burns down in 1963 1979 ¨C The Mancey Family buy the land which now forms the Park 17th May 1983 ¨C the attraction opens to the public as Paultons Park and Bird Gardens The History of Paultons Park Over 80,000 people visited in the first year at a cost of: ?1.00 Child/ Senior ?1.50 Per Person
  • 4. How to Find Us Bournemouth, Salisbury, Winchester, Southampton, Portsmouth New Forest all within 30 minutes of Paultons Park
  • 6. Our Vision¡­.. ¡°To be the best in everything we do¡± How does Paultons Park Ensure Excellent Customer Service? Our Mission¡­.. ¡° is to provide our guests with a unique family experience that represents good value for money day out in a safe and quality environment¡± Our Core Values¡­.. OUR GUESTS ¨C Are at the centre of everything we do. We strive to continually improve the service we provide thereby ensuring guests will want to repeat the ¡°Paultons Experience¡±. SAFETY ¨C We recognise the responsibility we have to our guests and each other in order to provide a safe and healthy environment. QUALITY ¨C The surroundings and experience that Paultons offers is unique. We recognise that these and their consistent quality are the major points of difference we have when compared to our competition. We will continue to enhance the overall quality of the ¡°Paultons Experience¡± in the eyes of our guests. SUCCESS ¨C When we plan to do something in any area ¨C we will only do it well. We are proud of our successes and are committed to developing these still further in the future. PEOPLE ¨C Our staff are our major asset. We recognise that their commitment and the continual investment in the development of their skills is paramount to our ongoing success.
  • 7. Signage: Directional signs, maps, ride health and safety sign, menus, price lists, mobile stands, animal information, height restriction board, height measurement boards Marketing: Leaflets for special events, birthday parties, season tickets, accessibility guide, group visits, corporate and conferencing, park general information Training: Seasonal staff product knowledge training, internal newsletter Contact: Website, 24 hour telephone hotline Safety: Rules of the park board, ride health and safety audio loops Provide Information: How do we Serve You!!
  • 10. Ticket calculator Health and safety information at every ride Lost child procedures Ride attendants Guest services First Aid Staff forum Giving Advice:
  • 12. Website Telephone Radios Internal email Internal telephone systems ¡® Pigeon¡¯ holes Staff notice boards Receiving and Passing on Messages:
  • 13. Receiving and Passing on Messages:
  • 14. Data bases: Customer details Livestock Internet ticketing Santa¡¯s Wonderland Ride daily check records Accident and First Aid record sheets Personnel records Keeping Records:
  • 18. Staff induction Guest Services Assisting on and off rides Lost children Lost/stolen property First Aid Accessibility guide Food content Assisting the Customer:
  • 19. External Customers: Lost/ stolen property Lost children Queue jumping Internet tickets Internal Customers: Sickness Flexible working hours Ability to do the job Dealing with Problems:
  • 20. Company procedures: Listen and make sure you understand the situation Let the customer talk Smile, adopt a calm and polite manner Do not be aggressive Try to find a solution or offer advice If you cannot help further call a member of your management team Staff training Guest Services: Comment card Email Guest Services Dealing with Dissatisfied Customers:
  • 21. External Customers: Stroller hire Wheelchair hire Lost child stickers Baby essentials Sun cream Motorised buggy assistance Wi Fi areas Discounts Conferencing and parties Field hire Free car park Charity days Sponsorship of local organisations Internal Customers: Uniform Complimentary tickets Free drinks and discounted food and goods Flexible working patterns Offering Extra Services:
  • 22. Who are Paultons Park¡¯s External Customers? Individuals Groups Business Men and Women People with Specific Needs People of Different Ages Everyone who comes to Paultons Park Foreign visitors Season ticket holders Educational Groups Birthday Parties School Groups Brownies, Scouts, etc. Coach Tours Wedding Receptions Teachers Meetings Conferences Corporate Events People with Disabilities People with Babies and Young Children People with Learning Difficulties Families with Young Children Young Teenagers OAPs School Children
  • 23. External customers: Everyone who comes to the park is treated individually Season ticket holders ¨C one year unlimited access, discount for Santa¡¯s Wonderland, e-newsletter, special events Educational groups ¨C talks, presentations, tours, activities, workbooks, teacher packs Birthday parties ¨C choice of food, entry to park, free party bags, free adult for every 5 children, additional entertainment School groups ¨C free teacher visit, risk assessment, discounted entry, free adult place per 10 paying students Special days for playgroups, nursery and toddler groups ¨C discounted rates Brownies, Scouts ¨C special rates, badge challenges Coach tours ¨C discounts Teachers ¨C training sessions, access to park information and staff, visits before bringing students Meeting Customer Needs:
  • 24. Companies/Corporate/Conferences ¨C free parking, air conditioned meeting room, ¡®breakout¡¯ rooms, bar, events field, marquees, BBQs, catering, wi-fi, audio visual equipment hire,team building activities, treasure hunts Wedding Receptions ¨C photos in gardens, catering, marquees, entertainment People with disabilities/Learning difficulties ¨C accessibility guide, discounted entry, disabled parking, assistance dog access, disabled toilets, wheelchair hire, qualified First Aid staff, Queue Assist Policy, ride suitability information, ramped access to rides Families with young children ¨C lost child stickers, baby food warming service, baby changing facilities, stroller hire, adapted toilet seats Meeting Customer Needs:
  • 25. Internal Customers Training Job security Flexible working hours Promotion Seasonal staff payments Pensions Complimentary tickets Rest room Staff forum Discounts Meeting Customer Needs:
  • 26. Personal Presentation Uniform Operations Retail Catering Work Experience Hygiene Personality Attitude and Behaviour
  • 28. Communicating With Customers Face to Face Gestures Body language Pitch and tone of voice Pauses and silences Language
  • 29. Communicating With Customers Over the telephone Answer within 5 rings Greet the customer Introduce yourself Put a ¡®smile¡¯ in your voice Ask how you can help the customer Thank the customer in for calling Taking a message Have a pen and pad ready Listen carefully Make sure you have all the necessary information Check the information with the caller Ensure the message gets to the right person and quickly
  • 30. Communicating With Customers Written Communication Presentation Grammar Spelling Punctuation Appropriate language Legible handwriting
  • 31. Dealing With Dissatisfied Customers Face to Face Listen to the customer Apologise Make sure you understand the situation Keep calm, be polite and do not shout Decide if you can deal with the problem Find a solution and carry it out If you have to pass the problem onto a supervisor assure the customer that the matter will be looked at immediately
  • 32. Dealing With Dissatisfied Customers Written Customer comment form Website Letter Responding Records
  • 33. Dealing With Dissatisfied Customers Internal Customers Individual performance reviews Supervisors Staff forum meetings Legal rights

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