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It is important to meet customers needs because as it can help businesses build trust, increase sales and increase customers satisfacation. If the customer thinks its has met there needs it can make a big impact on a organisation such as Brighton pier can. For example a customer could say "I really enjoyed my nice day out the staff and rides were amazing", this implys that they exceeded the customers needs and expectations. This is great for Brighton pier as the customers are more likely to leave a good review/feedback, comeback for more and also spread the word to other people. This is monumental for customers as well as they will be fufilled that they have gotten what they came for.

consequences if customer needs are not met -

There are also plenty of people who are not satisfied with the customer service and there would be consequences for this. Take Brighton pier for an example, a customer might say "I went on the ghost train thinking it would be scary but it wasn't, I wouldn't recomend this ride". This leads to customer disfatication as it has failed to meet there expectations. This can create problems for Brighton pier as you will then have unhappy customers, loss of sales and a damaged reputation. They may also leave negative reviews/feedback and use word of mouth to let others know about there terrible day at the pier.

However many people may love it there and will be happy and have a lot of positive things to say about Brighton pier. Which ends are with satisfied customers and them wanting to come again and bring some friends and family.

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Managing customer expectations is crucial as it impacts the customers satisfaction, loyalty and brand reputation. To ensure that customers are understanding what they can realistically expect from a place such as Brighton pier. This will lead to fewer complaints and stronger relationships with customers. For example lets take Brighton pier, meeting or exceeding customer expectations leads to higher satisfaction. Customers who are satisfied are more likely to remain loyal and tell others to come.

On Brighton pier it is important to gather customers retention so you can get information and feedback from customers which then gives the opportunity for any negative words about it be looked at and then get it sorted out, say if the rides had loose seats or having a lack of thrill they can make some changes to them and make hem better than before will be a benefit for them as they have listened to the customers and what they expected. This also can link into customer feedback improvement as they are listening to customers feedback and doing something about it. The information the customers have given will be taken into account as it is valuable information for making Brighton pier improve and enhancing customer experience.

Lastly another reason why it's important to manage customer expectations is if you went to the restaurant 'palm court' on Brighton pier you would expect your food and drinks to come on time. Some customers have said that when they went it had slow service, poor quality food and high prices. Letting the customers know the truth on why this is happening can build a greater trust and because of this proper managing expectations can help minimise customers complaints and returns. This gives new opportunities for customers to tell other family or friends to come to this restaurant as they are live up there expectations which will then benefit the pier as there will be more people willing to come spend the day there.

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I think that verbally questioning is really important in a retail environment because it can help your customer know what they are looking to buy. Asking them questions can make it easier for the shop to meet there needs.

You need to be able to understand your customers needs and this can be solved by asking straightforward questions. For example" what are you looking for today", this will narrow your search down more and try and figure out the customers needs.

Once the worker knows what they are looking for they can make some other recommendations by working in more questions about the customers interests. For example the worker can say "what sort of things do you generally buy in a restaurant ". You can then suggest other options that they might like and expand there liking's. On the Brighton pier there is a restaurant called palm court and they might give ideas on how to improve such as being a more vegan/vegetarian menu. this opinion will then get given into consideration and help improve

social media listing -

If your business has social media pages or a website it is good for customers to give there feedback. By reading positive reviews the business can see what products people are happy with and to keep going on. For example a customer might say "i really loved the food from the food stands", this shows that they would want the food to keep selling and keep going.

There will also be some people who will have some complaints such as there being a long que or them not liking the food, they can leave a comment and write down what can be improved and that will be taken into consideration. By listening to what people are saying online they can then make better decisions, improve there services and keep customers happy.

customer surveys -

Having a survey for your business can be a way of asking people questions to what they think and feel about something. these can be done in many ways such as online, in person or on paper. For example when you are getting your wrist band at Brighton pier they can give you the receipt back with a qr code on it for them to fill out.

If it is done on a qr code it would be anonymous as people are more likely to be honest if people don't know its them.

Using surveys is a good way to communicate with your customers as it can allow the business such as the pier to understand the customers needs and expectations better so then everyone will be happy.

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1.1 Well done Amelia 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. Really good work.

IP: Be careful with spelling and grammar. If a red or blue squiggle appears under a word, this is telling you that it needs to be reviewed. Auto correct suggestions don't appear on Padlet so you could type your work into a document and then paste it into Padlet.

1.1 MERIT ACHIEVED

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

IP: Please make sure that you are using a capital I when you are writing about yourself.

1.2 MERIT ACHIEVED

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There are many different ways to build a positive working relationship with your customers such as remembering customers names and chatting with regular customers. This will make the customers feel welcomed, valued and appreciated. It can also build trust and encourage loyalty to places, for example for Brighton pier in the restaurant called palm court if the customer is a regular they can learn customers names and order which is living up to there expectations. Communication is also a big factor with earning customers trusts as there will be more of a bond and feel like they are wanted there.

To successfully respond to individual customers needs you need to actively listen to there concerns, illustrate empathy, understand there situation and then give a response to address there requirements. This includes asking questions, providing specific solutions and acknowledging customers feelings to build trust. As you don't want someone coming to the Brighton pier expecting it to be something great but in reality you go and its not up to there standard.

Another way of building positive relationships with customers is using a customer loyalty card system. For example having a card that gets stamped as you get 9 coffees and get the 10th one free. This is more likely to get customers to return to Brighton pier so that they don't miss out on the loyalty stamp on their reward card.

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Well done Amelia, 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.

IP: My recommendation in my feedback for 1.1 was to try writing in Google Docs first so that it picks up any spelling errors and gives you an opportunity to change them. You can then paste your work into Padlet. Please do this for 1.4. Also, remember that all names of places, people organisations should start with a capital letter.

1.3 MERIT ACHIEVED

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To effectively manage customer expectations you need to listen to your customers feedback and set clear instructions for your team. If there was a long wait at Brighton piers restaurant ‘palm court’ people might start getting angry and disappointed because they really wanted to go and have some food and drinks but then find out that they are not able to. To manage this situation they could make time to communicate with the customers and provide updates and estimates on how long they could be waiting to get into the restaurant and then maybe suggest another place on Brighton pier which could be less busier.

You need to be transparent when working with customers face to face as it will give them a sense of value and that they are being appreciated. If a ride on Brighton pier was to not be working you should be honest with them and give them what other rides they might enjoy and also give them a reason as to why the ride isn't open which impacts the pier overall.

Lastly, to manage customer expectations you need to listen to your customers feedback and see how you can improve. For example a customer could be writing about Brighton pier online and saying the “staff rushed us off to get on and off rides” could impact the pier as other people would be more likely not to come. The staff can resolve this by analysing the feedback and taking it into account which will make them improve their behaviour.

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Great work Amelia you have explained in detail, why it is important to manage customer expectations and the benefits or opportunities that could arise from doing so. You have also given some good examples, linked to Brighton Pier, in order to support your work. Well done.

1.4 DISTINCTION ACHIEVED

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This is good work Amelia. You have successfully described in detail ways of managing expectations in relation to Brighton Pier. You've used some good examples to support your work. Well done for considering my previous feedback - you have clearly tried to improve your spelling and grammar in your work.

1.5 MERIT ACHIEVED