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Verbally question

When it comes to customer needs you need to identify what the customer needs or want and get around what they want to use it for and might want to know their budget by asking them questions like what are you interested in or what will you use this for. For example on Brighton pier in the restaurant a waiter might ask a customer would you would like a menu, table for 2 or do you have any allergies? This will help them decide what the customer wants as if the restaurant served food the customer is allergic to they may be sick and ill. The customer probably won't come back.

Social media

Social media is great for our Rides on Brighton pier so we can gain our audiences and views on all socials and is great to see what is doing well on our posts and to see what people like and don't like as it gives us ideas to improve or to stick with it and grow from it. For example for the Ghost Train the idea is to scare you so if people are saying it's not scary, then they know they need to improve. is great to see what is doing well on our posts and to see what people like and don't like as it gives us ideas to improve or to stick with it and grow from it. If customers are there to complain about something on our social media we will see that and will know how to fix the business. By listening to what people want online can make the business improve their quality and keep customers happy.

Customer Surveys

Are a series of questions you ask customers to see what they think about our products to get an idea on what areas we can improve. Someone could stand outside the Amusement Arcade and ask people to complete a survey with questions like what arcade machines you like the most and what ones you don't to get a idea on what people play on and don't play on.

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1.1 Well done Calum you have described in detail different methods that can be used to identify customer needs and expectations. You have provided some good examples to support your observations.

IP: Make sure you check the spelling on your work. You could type it into Google Docs first and then paste it into your Padlet.

1.1 MERIT ACHIEVED

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Impact on the organisation.

It is important to meet customer needs because if the customer has a positive experience it will lead to them leaving a positive review which may encourage other people to leave a positive review which encourages people to use your business more and gives a good impact on the organisation. Also if people have a good experience on Brighton pier restaurant people will tell their friends about it which will gain more attraction and customers.

Impact on the customer.

The impact of meeting a customer's needs is that if you good them good customer needs on what they want from our Brighton pier restaurant it will lead us to good reviews or if you give them bad customer needs they wont be happy and could lead to bad reviews and them telling other people not to go to Brighton pier restaurant which is bad for the business its self because it can lead to less people turning up and could lose money which means they cant produce as much because not as many people are turning up as they were because they have heard about the reviews.

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1.2 Well done Calum you have described in detail why it is important to meet customer needs and expectations, giving examples that are linked to Brighton Pier.

1.2 MERIT ACHIEVED

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Remembering customer names and chatting with regular customers.

Remembering customer names and chatting to them will help to build positive relationship because you will slowly start to build a rapport and get more of a connection to customers to build the business and treating them as individuals.

In our Brighton arcades we chat to customers to let them know what slots are free and what games are the best and to offer to potentially exchange change with them.

Talking to them about their favourite game to show the customer that you remembered it.

Responding to individual customer needs.

This builds a positive relationship with customers because your treating them as a individual with shows respect and makes them feel valued.

In the Brighton Pier restaurant a customer might ask for a dish to be changed from what it says on the menu like for example it could be a double pepperoni pizza but with no cheese they might ask for and if you meet this individual customer needs its gonna really please the customer.

Using a loyalty card system.

With a loyalty card it's an incentive for the customer to return because eventually they will get a free item which will make them want to come more and make them feel valued.

After you purchase more than eight wrist bands from our rides that's when you get a free wrist band to go on any of our rides on Brighton Pier which gets customers an incentive to return.

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Customer satisfaction.

The benefit of ensuring customer satisfaction means that you are meeting their expectations.

This will make the customer feel valued and respected.

For example if there was a long wait at Brighton Pier restaurant the waiters need to let the customers know for when they first arrive that there's going to be a hour wait.

This will show the customer that your being honest and transparent and that you care about not wasting their time and gives them the choice to stay or not.

Customer loyalty.

Ensuring your customer loyalty will help to manage customer expectations and make them want to return and tell their friends to return to our business and will help us to make more money.

In the bar on Brighton Pier if a customer wanted to order a cocktail and the ingredients we have wasn't available we would be honest about it with the customer and offer them a alternative.

This would make the customer feel that we are an honest business and that we are creative and find solutions to problems.

Reduced Complaints and Returns.

By reducing the cost of an item, dealing well with complaints and accepting returns a business can manage customer expectations.

For example at the doughnuts kiosks on Brighton Pier if somebody complains that they could be cold and soggy, we will offer them a refund for some free doughnuts.

This will make the customer feel compensated and valued.

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Well done Calum, you have clearly explained how these methods can be used to build positive working relationships with customers. You have successfully used examples linked to Brighton Pier to support your comments.

1.3 MERIT ACHIEVED

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Well done Calum you have explained why it is important to manage customer expectations and have given 3 reasons to support your answer.

IP: Merit is well within your reach and you could have achieved this by providing more specific examples that demonstrate the benefits and opportunities that might arise.Please try to do this in your future work by keeping an eye on the grading descriptors.

1.4 PASS ACHIEVED

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Manage customer expectations

Being honest and open about anything that can effect an product or service availability.

For instance if a product is out of stock, you need to let the customer know, when they first enquire about it so that they are not disappointed.

For example in our Brighton pier restaurant if there wasn't no hot food left we would let them know before they ordered a drink so they have a option to go somewhere else if they wanted to.

By providing customers with information and updates on products and services this could help to manage customer expectations and prevent customers from being disappointed.

For example on Brighton pier some of our rides are having maintenance until 1 pm so we what do is let people know by getting signs out and let the workers know to let people know that the rides are on maintenance.

A business could help customer exceptions by letting them know in advance by any changes or disruption to the service so they have the option to change their plan.

On our Brighton pier bar if you had hired it to book for a party and there was a storm and they had to close and postpone the evening they would email the customer in advance and apologies and explain the situation and offer to rearrange the event or maybe offer a refund.

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1.5 MERIT ACHIEVED