Unit 2 - A People Business

Section 7 - The Development of customer service skills and their application in dealing with a range of customers with different needs

Most people working in the leisure industry have to deal with
customers regularly. You need to know how staff should treat
customers with different needs in different situations. To achieve
excellent customer service skills requires training and experience.
You should understand how staff:
• identify different customer service situations
• know how to seek advice and help if customer needs cannot be
provided for
• anticipate and head off complaints
• can evaluate their own customer service delivery.