Enhancing Customer Service at Center Parcs

This assignment focuses on enhancing customer service at Center Parcs holiday destination. It involves identifying different types of customers, their needs, measuring customer service effectiveness, and implementing quality management practices. Key aspects include maintaining a positive attitude (7), handling customer issues effectively (8), and ensuring customer satisfaction remains the priority.

CASE STUDY
CENTER PARCS

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1 and 2 - Various types of customers and their needs..................................................1
Task 3 – Methods to measure effectiveness in customer service...........................................4
Task 4 – Use and importance of quality management...........................................................4
Task 5 : Short action guidelines ...........................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Center Parcs is a well known and polpuar tourist attraction with the UK, this report is in
context of tourism related to Center parcs. The report will identify and determine various types
of tourists attracted towards Center Parcs along with their needs and desires. This report will also
describe the various techniques which can be used in order to measure the effectiveness of the
customer service within the Center parcs. The report will also include the need and imortance of
quality management in an organisation.
Task 1 and 2 - Various types of customers and their needs
There are various types of customers with different kinds needs and desires as mentioned below-
 Families - Families have a tendency to go for various trips or holidays, as this derive all
made by sorting out the holiday is perfect to the needs and can entertain them. Besides
these are habitually to a great degree run down as they are a minute earlier game-plans,
and they are in 3 star despite motels. Families need to comprehend that there teenagers
will be secured amidst some entertainment, for example, understanding that there as a
high shade, as they once in a while have vivacious kids with them, so they may require a
lodging with no building work going on likewise they should need to see that the motel
have a kids' pool. Energetic families may in like way need to see that the lodge has a
youths club, as the guardians moreover may require some lay on there occasion(Aksoy
and Ozbuk,2017). To proceed with, the guardians would possibly in like way like some
grown-up exercises to do when the youths are in the children club, for example, golf..
Families tend to need to remain in a surprise traveller populated a region, close to the
shoreline and shops. There are diverse workplaces that would suit a family; Youthful
families would continue running for bundle occasions with such an extraordinary
measure of relationship as, Thompson, Thomas cook and First decision. These all offer
support to fiery families as they have lodgings with the confirmation that they may
require from the running with segment. Families with auxiliary school youngsters may
require more to lodgings with fantastic pool working environments. Likewise, besides
close bars and pleasure. Families with their grandparents coming will most evidently be
filtering for an inn that can cook for the kids with a children club and close vitality for
the youths.
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 Elderly - Elderly individuals or old age travellers may require their holiday or trip to
escape in order to release up and everything must be suitable to their needs as the old
people requires special facilities. Their essentials are a relaxing up put, direct access,
vitality and transport trips. They would lean toward a trip other than an undertaking
occasion skiing. They may in like way need everything that they require upon their
doorstep as most elderly individuals induce that its difficult to walk long segments. The
elderly may comparatively should be in goals that have demonstrates that are from their
possibility as that is the music that regardless they tune in to. The elderly get a kick out
of the chance to have bundle occasions as they are not set up to book them up themselves
as by a wide margin the majority of them wouldn't know where to begin. Elderly
individuals get a kick out of the chance to have everything made for them as they get a
kick out of the chance to be told what is on offer for them and pick. The elderly in like
way grab the chance to occasion together as they should need a talk with individuals who
have experienced the same as they have, they should need equivalent interests. S This
draws in a gigantic measure of elderly individuals as they needn't waste time with kids
drifting on there holiday. Sage occasions interest the elderly by have a little pool,
ordinarily a jacuzzi.
 Business - Experts and ladies should need to go to a hotel or resort that can offer various
supportive facilities and services to the necessities. Their main requirement is a need for
speed as they need to race to get-together and they don't have time can't abstain from
being time is cash for them. Moreover, business person and ladies in like way should
need remote in their rooms as they may need to scrutinize their messages or complete
some work. Wake-up calls may correspondingly be required as they won't have an alert
on them and must be up before timetable. Administrators and ladies moreover may
require a safe in their room as they usually pass on a noteworthy measure of cash and
won't want to take it out with them. They may in like way like an overall direct-dial
phone. Specialists and ladies may in like way need to see complimentary toiletries as
they would lean toward not to need to scour gel and synthetic with them. Administrators
and ladies would usually go for a general inn orchestrate as they see what they will get
wherever they go likewise their affiliation would be able to pay for the stay in one
segment making it additional time sensible. They would likely book in to a Hilton motel
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as they are worldwide and they do have the vast majority of the associations that
authorities and ladies require. The Hilton besides is rich and isn't to extravagant for the
affiliation.
 High schooler Gatherings - High schooler packs tend to require a dishonourable bundle
occasion as they don't have a great measure of cash as they are Pilgrims working and
adapting in the interim. Young people are typically searching for a 2-3 star holding up in
spots, for example, Ibiza and spain. This is in light of the way that youngsters are chasing
down pathetic occasions with unassuming drink. In addition, they are chasing down a
motel that is amidst the bars and move club, as they essentially need to go out around
evening time and go to the bars and club. They would support not to need to pay for a
taxi dependably. Besides, as they require their journey to merge flights, plane terminal
exchanges and any treks they should need to go on, they can essentially watch their
escape rep and the occasion rep will book it for them. Young people in general have a
low spending plan and they know they wont get a great measure for their cash so they
know they will essentially get the stray pieces.
 Pilgrims = Pilgrims are chasing down trashy convenience, for example, lodgings as they
are basically chasing during a time remain in a place. Climbers never have a gigantic
measure of cash to spend on inns so they fundamentally book in at motels or camp. They
would utilize neighbourhood camp grounds. People reliably simply book convenience
when they get in contact as they don't know where they will be and when they will be
there. Travellers have a little cut-off cash astute so they will take bedding in there
rucksacks so they know whether they are low on cash they can tent for the night.
Wayfarers will for the most part set-up out there development in any case they don't have
a strict timetable. They are expecting in a lodging, a bed to consider and a latrine in
addition on occasion they expect some breakfast and supper, yet basically soup and
bread. The other favoured perspective of utilizing inns while researching is that the spots
that travellers go to are when in doubt off the beaten track proposing that they can't
discover motels there, so lodgings are useful as they are unassuming for them and they in
like way are in places where motels aren't.
 Couples - Couples are chasing down sumptuousness occasions in stunning destinations,
for example, maldives and caribbean and are encompassed by delightful condition.
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Couples are chasing down youngsters free resort and they expect that everything will be
finished as they are paying a high premium.
Task 3 – Methods to measure effectiveness in customer service
The Center Parcs uses various methods to measure the effectiveness in their customer service
which are as described below -
 Checking Calls -Record your customer use gets and listen to them effectively. Effect a
course of action of states of mind and exercises you to expect from your customer room
heads, and note at whatever point a collect comes up short concerning addressing your
requirements.
 Customer Studies -A fundamental report can make request about customer
acknowledgements. For example, you may ask, "Would you say you were set up to re-
establish a thing without requesting an authority?" Or you could ask, "What change may
you need to discover in our treatment of logical inconsistencies? " Another choice might
be, "What issue have you experienced that our customer great position staff administered
incredibly well?"
 Count Customer Troubles - Tallying up the measure of protestations you get from
customers in a given period is motivated system to evaluate customer presence of mind.
It in like way is profitable to check grievances that make it to the managerial level. At the
day's end, when customers aren't content with responses from your customer breathing
space work drive, they may raise the issue to an executive. Examination these layouts
and set a goal for diminishing the measure of customer advantage affiliations that change
into grievances(Todd,Leask and Ensor,2017).
 Speed of Certification -Another way to deal with oversee check customer advantage
ampleness is to evaluate the time it takes to pick customer issues. This isn't the length of
phone calls. Or then again perhaps, it is the measure of time it takes to get a substitution
thing, markdown or other response for the customer. Start by evaluating your present
standard time, by then set focal points of shortening that time.
Task 4 – Use and importance of quality management
Quality management is an organisation such as the Center Parcs that help to provide
effective services to the customers, it helps to measure the quality of services provided to the
customers as well as assist the organisation to identify the areas for improvement. Quality
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Declaration recommends any sorted out and correct advancement made towards furnishing
buyers with things and attempts of fitting quality, near to the confirmation that they meet
customers' necessity. Quality management helps in continues supply of two main focuses in
business the design of things and attempts and to control quality within the execution of
association transport which is maintained by a type of measure and assessment (Jönsson,2017).
A quality association's association structure is an outcome coordinated approach. It manages the
association attributes that enormously matter to end-users(consumers); it watches out for
specialist affiliations who have noteworthy outcomes to open to purchasers; it ensures the clients
the high bore of association they can get amidst their stay in a cabin and it gives staff
methodology to indicate feeling of commitment with respect to quality associations.
The elements of huge value in the quality business that can be utilized to make and
understand a quality association structure are the running with:
Considering that the visitors being served.
Predicting what the visitor needs or wants.
Make reasons to pass on what visitors needs.
Prepare and engage staff.
Execute new and innovative activities.
Assess and perceive advantage transport structures.
Task 5 : Short action guidelines
1. Treat the customer a comparable way you should need to be Managed! Outfit the customer
with a comparable level of organization you would expect if the parts were pivoted.
2. Anticipate and analyse your Customers' needs! The nation over contemplate asked people
what they required most as a customer. About 70% demonstrated that they required their needs
and needs met before inquiring((Ouyang and Sharma,2017).
3. Impact the Customer To feel at home! Impact your customers to feel at home by being
considerate and empowering them to rest easy and recognized for working with you.
4. Empower the customer to get the best a motivator for their Money! Customers look for two
things: The nature of the thing and the idea of the organization.
5. Act to unwind any discords and issues to the customer's Satisfaction! It isn't the way that the
customer has experienced a complaint, however the way the grievance was dealt with that will
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choose whether they will return or not. Handle each grievance in an amiable and master way and
pleasing to them(Xu,Buhalis and Weber,2017).
6. Ceaselessly Total Some Extra! Go that extra mile to satisfy a customer by persistently giving
mind blowing organization reliably.
7. Continuous Smile, Pleasing and Amiable, and look when tending to the customer - This shows
the customer that you consider their necessities and are glad that they are working with you. By
giving these organizations to the customers, they will presumably work with you yet again.
8. Never fight with the customer! Remember: The customer may not for the most part be right,
yet rather the customer will constantly be the customer. There may be times when the customer
isn't right about a particular situation. It is important that you never reveal to them that they are
erroneous, yet to apologize for their trouble and assurance them that you will do everything
conceivable to oblige them. Afresh, the approach is basic more than the honest to goodness
scene itself.
Tune in and handle all Customer Issues in effective way! Tune in with your ears and additionally
with your eyes.
CONCLUSION
The report concluded that there are various types of customers attracted by the Center
PARCS as a holiday destination such as Families, Youngsters, couples etc. The report also
identifies the needs of these different types of customers. The report also described the various
methods of measuring the effectiveness of customer service. Furthermore, the report also
included the use and importance of quality management an organisation such as Center Parcs.
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REFERENCES
Books and Journal
Ouyang, Z. and Sharma, B., 2017. Role of trust, emotions and event attachment on residents'
attitudes toward tourism. Tourism Management, 63, pp.426-438.
Jönsson, C.H., 2017. Visitor Management in Tourism Destinations, JN Albrecht (Ed.). CABI,
Wallingford (2016), 208pp.,(Hbk.),£ 80 ISBN: 9781780647357.
Aksoy, S. and Ozbuk, M.Y., 2017. Tourism Management Perspectives. Tourism
Management, 22, pp.73-81.
Xu, F., Buhalis, D. and Weber, J., 2017. Serious games and the gamification of tourism. Tourism
Management, 60, pp.244-256.
Todd, L., Leask, A. and Ensor, J., 2017. Understanding primary stakeholders' multiple roles in
hallmark event tourism management. Tourism Management, 59, pp.494-509.
Yüksel, A., 2017. A critique of “Response Bias” in the tourism, travel and hospitality
research. Tourism Management, 59, pp.376-384.
Harrigan, P. and Daly, T., 2017. Customer engagement with tourism social media
brands. Tourism Management, 59, pp.597-609.
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