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Verbal Questioning

Verbal questioning is asking questions in order to find a piece of information that they are looking for, for example, a staff member can help a customer to find the right food for them in a restaurant. The question they might ask is like: "What type of food do you like?", "Do you like savoury or sweet food?" Verbal questions can help for customer expectations by helping the store like restaurants in brighter pier to understand what the customers standards are. Furthermore this helps understand what the customer wants, for example in the brighter pier the restaurant staff can find out what the customer needs.

Social Media Listening

Social media listening is when businesses use social media to find out what people's opinions on their products or services. For example in Brighton pier's rides they can figure out what ride the people like the most. Social media listening can help find what the customer like by reading what the people posted online to see what piece of products or service perform the best. Also this can help with spotting problems, for example customers might post online to say what rides need improving. Furthermore this can help answer customer concerns and questions. This can help on customers expectation by seeing people concerns online and improving them causing the customer expectation to be higher then before.

Customer Surveys

Customer surveys is a type of method that gathers info/ feedback from customers to see the performance on products or service. For example, Brighton Pier Cafe might give out a survey to fill out in order to understand customer needs and expectations. By using surveys this can help on getting honest feedback because by sharing their options privately this can help on what they like or don't like honestly. Also customer surveys can help on what the customer wants, for example, the surveys can help find what drink performs the best. Also this helps the cafe offer things that the customer wants / needs. Furthermore using customer surveys can improve the customer exceptions. For example, the staff are more friendly and making the stable cleaner causing the customer exceptions to be better. When business uses surveys this can help find the customer needs and expectations also making the improvements that can help the performance better for the future like the Brighton pier Cafe.

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1.1 Well done Nigel 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.

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Impact on the organisations

- It is important to meet customers needs because it ensures customers are happy and understand what the customers need, this guarantee that they get products or service that match their expectations. for example in the ride in the Brighton Pier if the customers have a great time they might come back causing the business to have a good reputation. When they are happy with the service they are more likely to come back, share positive experiences about the business like Brighton Pier restaurant and suggest it to others. However, if customers are dissatisfied they are less likely to buy again. For example, if a customer have a negative experience at Brighton Pier Cafe, they may choose not to return. This could lead them to leave a bad review, which could harm the cafe's reputation. Over time, this can have a negative effect on sales that also can result in decrease of revenue, making it difficult for the business to cover the cost and to invest in improvements.

Impact on Customers

- When customers are provided with the correct information and support, they are most likely to have better informed choices, which can boost their confidence in the products they selected. Also staff help customers find products quickly they can help save time and can help the shopping experience be more efficient and enjoyable. For example, if customers have a great experience at the Brighton Pier restaurant, they will come back. However if the impact does not meet the customer need they can cause the customer to fill frustration. For example in Brighton Pier Cafe if a staff fails to assist a customer correct this can cause the customer to feel annoyed or frustrated. Also if staff are unhelpful the customer may end up making simple mistakes causing them to lose time and effect. Furthermore, if staff cannot provide accurate information this can cause the customers to feel less confident on the product the have chosen leading to dissatisfaction. For example in Brighton Pier cafe if the staff did provide the accurate information on what is the bets coffee then the customer have the bad experience because of the staff not giving the right infomation.

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

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Remembering customer names and chatting with regular customers.

- By remembering customers names and engaging with them can help build a positive relationship with customers. This can make customers feel valued and appreciated, and gain trust. Also this can cause loyalty and boost their overall satisfaction with the service. For example in Pal Court Restaurant in Brighton Pier if a staff remembers a customer name or engage with them, this can cause the customer to come back to the business and tell the friend about their experience.

Responding to individual customer needs

- This is when you engage with a customer to get info that they need, recognise the issue, find a product / service or communication to meet their needs. Also by responding to each customer's needs by proving products or service that truly fit what they are looking for. For example, in Food Kisks at the Brighton Pier, if a customer is allergic to peanuts a staff could respond to this customer's need by giving a food without peanuts, this can make the customer feel trusts and cause them to tell other people about their experience and might come back int he future or maybe leave a positive review.

Using a loyalty card system.

- Loyalty cards are cards that are physical or digital that allow them to earn points, rewards, or discounts with every purchase they make. For example in a cafe in Brighton Arcade a staff might offer but 7 coffees to get the 8th free this can encourage customer to come back to the shop. This can make sure they don't miss out on earning a stamp for their loyalty card.

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Well done Nigel, this is lovely work. 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.

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Customer Satisfaction

- Successfully handing customer expectations results in increased satisfaction. When customers have a clear idea what to expect from a product or service they are more likely to be pleased / happy with the results. This can minimise the change of disappointment and achieve satisfaction. Customer satisfaction can bring numbers of advantages like a increase of loyalty, increase of revenue, strengthening bushiness reputation, decreasing customer turnover, improving customer lifetime value and providing a competitive advantage also this open up opportunities like identifying customer needs for further product development and market adaptions. For example, if food Kiosks run out of doughnut pastry they could warn the customers to wait for 15 minutes so they can make more batter. This can cause the customer to feel satisfied because they informed that they have to wait extra for their doughnuts.

Positive Reputation

- Businesses that are successful in handling customers expectations can build a solid reputation in their industry. By establishing and clearly covering realistic standards, business can avoid the pitfalls of over promising and underachieving, fostering greater trust and encouraging positive word of moth referrals. Good reputations have numerous benefits and opportunities like fostering loyalty, boosting sales, enhancing brand image and providing a better capacity to navigate challenges. For example, in a cafe in Brighton Pier, if they run out of cafes they could warn the customers before they sit down that there's no more coffee, and inform them that they are a good alternative like milk shakes. This can cause the customer to feel positive about their experience.

Customer Loyalty

- Customers who believe their expectations are consistently met are more likely to become loyal to a brand. By avoiding a clear of overblown promises and concentrating on clear, achievable results, companies foster devotes supporters who remain committed to the organisation. Customers loyalty have numerous benefits and opportunists like boost in revenue from repeat sale from customers, increase of loyalty customers, increase in positive word of mouth referrals, strengthening brand reputation. For example, if rides in Brighton Pier take 1 hour to board the ride, the staff could inform the customer that they have to wait one hour before the customer queue. This make the customer to feels less annoyed because they where informed that they have to wait a long time to board the ride.

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A way to manage customer expectation is to inform the customer any waiting times be a hour wait, for instance putting a sign up in the start of the queue to let the customers know about the waiting time. For example if there a long wait in the rides at Brighton Pier they can also put sign to warn the customer about the long wait. This can cause the customer to be more satisfied and it helps to prevent unexpected disappointment.

A second way to manage customer expectation is a food stall that runs out of coffee beans, to manage the customer expectation they could offer alternative like tea or they could order more coffee beans. For example in food kiosks in Brighton Pier if they run out of doughnut pastry they could warn the customers that there going to be a extra wait so that they can make extra batter. This can cause the customers to know what to expect and less likely to feel frustrated.

A third way to manage customer expectation is a restaurant that runs out of turkeys that the customers orders, to manage the customer expectation, the staff could warn them in advice by putting sins saying no more turkeys. For example in a restaurant in Brighton Pier if they run our food like chicken they could also put a sign in the entrance before the customer enters to warn them that there is no more chickens in the restaurant. This can cause the customers to me less disappointed when the are seated and prevent the customer from ordering unavailable foods.

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