Unit 2 - A People Business

Unit 2 investigates leisure - a people business.

The ever-expanding leisure industry involves many organisations
that provide similar products and services, and it is often the quality
of customer service that provides the competitive edge for one
organisation over another. The industry’s customer service culture
has changed in more recent years with customers now expecting
higher standards from the services they receive. In a market where
there is wide choice, providing excellent customer service is crucial
in keeping existing customers and attracting new customers, and
thus ensuring an organisation’s commercial success.
In this unit you will investigate:
• 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.
You will consider the impact of technology in all these aspects of
customer service delivery.

 

Section 1
• provision for customer needs and expectations

You can access resources here.

Section 2
• key principles of successful customer service

You can access resources here.

Section 3
• staff and their communication with customers

You can access resources here.

Section 4
• the importance of the customer to the leisure industry

You can access resources here.

Section 5
• the significance of product knowledge in providing customer service

You can access resources here.

Section 6
• different methods used to evaluate standards of customer service

You can access resources here.

Section 7
• the development of customer service skills and their application in dealing with a range of customers with different needs.

You can access resources here.