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Verbally Questions

In Brighton Pier restaurants, understanding what customers want and expect starts with asking the right questions. For example, asking "What kind of meal are you looking for today?" or "Do you have any food preferences?" helps the staff know what the customer is in the mood for. Once they understand what the customer wants, they can suggest the best dishes, like a popular seafood platter or a vegetarian option. Asking questions like "Are you looking for something affordable or something more special?" also helps the restaurant understand what matters most to the customer, whether it's the price or the quality of the food. This way, customers feel heard and cared for, which makes them more likely to come back. In a retail environment, asking simple questions helps businesses offer the right products, meet customer expectations, and improve customer satisfaction, leading to more sales and loyal customers.

Social Media Listening

Social media listening is when businesses pay attention to what people are saying online about their products or services. This includes reading comments, reviews, and messages on social media platforms like Instagram, Facebook, and X. For Brighton Pier rides, social media listening helps by showing what customers like and dislike. If many people are talking about how much they enjoy a certain ride, the business can promote that ride more. If there are complaints about things like long wait times or safety issues, the business can work to fix those problems. Social media listening also helps businesses learn about new trends, like people wanting Eco friendly options or special events. By replying to questions or concerns, businesses can show they care, which makes customers feel valued. Overall, social media listening helps businesses improve their services and make customers happy, which is important for success.

Customer surveys

Surveys are a way to ask people questions to find out what they think or feel. They can be done online, on paper, or in person. For example, Brighton Pier could ask customers to fill out a short survey after they’ve been on a ride or visited a café to hear about their experience. Surveys help businesses understand what customers like and what needs to improve. For example, if customers are asked about whether the staff were friendly or if the rides were fun, Brighton Pier can learn what they are doing well and what they need to work on. Surveys also allow customers to share their thoughts privately, so they are more likely to be honest. By doing surveys regularly, Brighton Pier can see how customer opinions change and make improvements. Surveys can also ask about customers’ favorite rides or what they want to see in the future, so the Pier can give visitors what they really want. Overall, surveys help businesses meet customer needs and keep them happy.

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My work

Impact on a organisation

It's important to meet customers needs, this is because if the customer in the Brighton pier bar has a pleasant experience he can write a good review online and he can tell his friends and family how good the bar is, so that leads to more customers for the bar and they can review more good reviews and they will get money in ( increasing sales). where as if someone writes Brighton pier. Where as if someone has a bad experience from the Brighton bar they can write a bad review online and people can see it and decide not to go, as well as you can tell your family and friends about your unpleasant experiences. This can reduce sales from the business and if the Brighton bar keeps receiving bad reviews the bar reputation will be bad and might have to be closed down.

Impact of customers

The impact of customers is important. This is because staff who are knowledgeable and helpful play a key role in building trust with customers. When customers get clear information and assistance, they feel more confident in their choices. A friendly and helpful team makes it easier for customers to find what they need, making the shopping experience quicker and more enjoyable. This results in better customer satisfaction. However, when employees don’t assist properly, it can lead to frustration. Customers might have trouble finding what they need or feel unsure about their decisions, leading to a bad experience. In places like a DIY store, customers depend on staff to help them make the right choices. If staff are unhelpful or don’t know the products well, it can cause mistakes, wasting time and effort.

At Brighton Pier it’s similar. Friendly staff who know the rides can help visitors choose the best attractions and make their experience more enjoyable. If staff aren’t helpful, visitors might miss out on fun activities or feel frustrated. Just like in a store, people at Brighton Pier rely on staff to help them enjoy the day and get the most out of their visit.

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1.2 Well done Kerolos 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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1.1 Well done Kerolos you have described in detail different methods that can be used to identify customer needs and expectations.  You have used some examples related to Brighton Pier to support your work.

1.1 MERIT ACHIEVED

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Remembering customers names and Talking with regular customer.

When remembering customer names and communicating with them can help build a good connection and relationship with them. This will make customers feel more comfortable and feel appreciated and can trust you more. Customer loyalty can attract more new customers and boost their satisfaction. For example In Palm court restaurant in Brighton pier when a staff communicates and remembers a customer name, its very likely the customer will return when they next visit as they feel welcomed and appreciated. As well as they can tell their family and friends about the service which will make others go.

Responding to individual customer needs.

This is when you engage with a customer to receive their information such as finding a product,finding issue, customer service and communication to meet their needs. When responding to each customer needs by proving products or service that fits what they are looking for. For example in the food huts in Brighton pier if a customer comes and orders churros and ask if the churros are vegan then the staff can offer a vegan option for them,this can make the customer feels trust and could tell others that the customer service is good.

Loyalty cards

adding loyalty cards can make customers feel more trusted with the company as well as being a regular returning customer. There are many different loyalties cards such as points where customer purches products they can either get more discounts on the product or they can get a free item. Another way is when u go to a restaurant or a coffee shop if you buy 3 meals the 4th can be free.Getting a free reward or discounts can make a customer feel satisfied. for example in palm court in Brighton you can show up one every week and buy meal until one week you can get a free meal, this would make customer feel more appreciated and happy.

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Well done Kerolos. 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: Remember that all names of people, places and organisations should start with a capital letter. Also, always start your sentences with a capital letter.

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Customer satisfaction.

When customers know what to expect, they’re more likely to be happy with their experience. This reduces disappointment and keeps them satisfied. Happy customers come back, spend more, and recommend the place to others.

For example, on Brighton Pier, if a restaurant clearly tells customers they serve fresh seafood and fast service, people will know what to expect. If they deliver on that promise, customers will be happy and more likely to return.

positive reputation.

When businesses at Brighton Pier manage expectations well, they build a strong reputation. By being clear about what’s possible, like ride times or event schedules, and sticking to it, to avoid over-promising and under-delivering. This helps create trust and encourages visitors to share their positive experiences with others, bringing in more guests and strengthening our reputation.

Trust building.

Managing expectations is key to building trust with visitors at Brighton Pier. When clear and honest about what we can and can’t offer, it helps create better experiences and strong, lasting connections with our guests. For example, by clearly communicating ride availability, weather conditions, or any maintenance work, visitors know what to expect. This helps avoid disappointment and ensures they have a great time at Brighton Pier, building trust for future visits.

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Face to face

Face to face helps out on a customer by giving them information and by being open and honest with a customer to help manage expectations. A customer may come into palm court on Brighton pier for fish n chips, the waiter will need to let them know if they run out before they order drinks that there is no fish n chips left. But the waiter could offer different alternatives by asking if they want something else or could ask to leave if they don't want anything else .

Sign

A sign helps provide information and keeps the customers informed about any changes and disruption. For example on Brighton pier rides if there is a big queue they can leave a sign saying 2 hours wait from here. That informs the customer and lets them know that they will be waiting for 2 hours and if they aren't happy they can go to a different ride.

Email

An email is good to use because you can let customers if there is any changes or something cancels, this is so customer can save there time by not going to something that's not going on and stops them from being disappointed.

On Brighton pier if there is an event of a band playing and it had to be cancelled because a singer is sick, then they would write an email to the people already bought tickets online saying that its cancelled.They can either let the customer know the next date for the performances or give a discount for a different show and can offer a full refund just to keep the customer happy.

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1.4 DISTINCTION ACHIEVED

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1.5 MERIT ACHIEVED