How Customer Service is provoded in business Essay

Costumer help is the ability of an organisation to recognise and consistently meet the costumers lacks. Costumer return gener eithery involves dish out teamwork and receipts partnerships so they can meet node expectations and produce costumer pleasure.Costumers contact an organisation when they need something, the chief(prenominal) reasons atomic number 18* To complain* To request/ order a service/product* To obtain data* To look at for advice* To enquire about an order* To change an order or request* To report a puzzle to return and exchange goods* To ask for assistance or helpThe organisation I induct chosen to study for this is the National marine Museum which consists of the Royal Observatory Greenwich, Queens House and National oceanic Museum. Together these constitute one museum working to illustrate for everyone the importance of the sea, ships, time and the stars and their relationship with people.A customer is anyone who has the right to ask or expect a serv ice as part of a credit line role this means there argon two types of customers internal and external.Internal customers are each the colleagues who need assistance to fulfil their obligations to their own customers these overwhelm the supervisors, supply, staff teams and managers.External customers are those who contact or visualize the organisation because of what it provides or supplys as it is something they need. thither are a wide unravel of external customers but only a few can apply to each business, some businesses reach a wider seethe of external costumers compared to other businesses, such as a supermarket will have a wider site of external customers as it will sell a wide range of goods whereas a youthfulness club or nursery will have a smaller rage of external customers as its only aimed at a certain age group.The National Maritime Museum has a wide range of customers and provides everyone irritate to its historical buildings and unique collectors as a resu lt the customers have a wide range of needs so they provide products and services to fit their needs.On any average day the museum staffs have to deal with* People wishing to research their family history in our archives* Ship model-makers wanting advice on details of a ship* Film companies wanting to use our buildings as a location for an call down or television drama* Domestic tourists wanting a fun day out* immaterial tourists wanting to experience British history* School and college groups wanting to investigate the Museum to help with their studies.The Museum has 7 important categories of customers which have their own special needs and interests and they are the following1. exclusives Casual Visitors Special Interest Visitors Individual Researchers2. Families Parents along with Young Children3. Groups Mixed age groups Special Interest and Education4. People from several(predicate) cultures with different languages Foreign and Domestic Tourists People from Diverse Ethnic a nd Religious Communities5. People with special needs dodge and Visually Impaired Deaf and Hearing Impaired Learning Difficulties Physical, Emotional or Mental health Needs6. Virtual users who glide path the Museum via our website People who access the museum via the website7. Internal customers Members of Staff who Support the Work of OthersThe important three types of customers the National Maritime Museum focuses on are families, disabled visitors and groups.Families are an important target audience for the museum as it is a unembellished family- hearty place to visit it focuses of the key needs and expectations of family audiences which are its free the price of tickets can be a barrier for many families, especially with the costs of travel and lunches its fun and educational with lots to see and touch, like the All Hands interactive childrens impetus theres lots to do such as special activity workshops, storytelling and treasure trails its easy to get to only 20 minutes from central London, with good transport linksThe Museum as nearly as has family-friendly events which bring the Museum galleries to life including practical activities for 2-to-6-year-olds (weekly) trails revealing the secrets of their vast collection of objects action-packed art and science workshops, and actors performances for all ages. Their family-friendly facilities include areas for changing and feeding babies, clean and accessible toilets, cafe and picnic areas and online activities in the E-Library and on the website. The Museum aims to increase the effect of families who visit the National Maritime Museum by expanding programs of events, activities and special exhibitions for families, especially during weekends and holidays. All this makes the Museum more appealing to families.along with individuals the Museum has too built up experience in providing for different type of groups who each have a different set of needs.Foreign language students The Museum provides so uvenir guides and essential visitor information on their website in different languages. This service targets both foreign tourists and domestic visitors with English as a second language. They in addition have non-Eurocentric displays and events which inform customers of the history of people and cultures from all over the world.Large Groups For large groups coach park is easily attainable, there are special discounts given to access the charging exhibitions, pre prevailed tickets make it easier for large groups to book easily and guided tours and dialog are especially available for larger groups.Special Interest Groups At the museum there are enquiry and research facilities accessible via the library, there are archives and online sources at afford and to a fault special curator duologue and tours for all the groups that have a special interest.Corporate and nonpublic Hire Groups There is event planning and support available for Corporate and Private Hire groups including locus hire and catering for those who want to use the museum for private hires and corporate reasons.Educational Groups The museum provides curriculum recourses and educational talks along with support with visit planning and booking. They also have a lunchroom and cloakroom especially suit for school/ educational groups.Lastly the National Maritime Museum also focuses on developing access for all their visitors and users which includes those who are disabled. It continuously tries to exceed and improve the museums facilities to meet the basic requirements of those who are physically disabled, deaf and blind. They desire good, inclusive customer service is about understanding everybodys special needs. For visitors with disabilities, the Museum has a range of access facilities as part of its customer service.o Installing new lifts and rampso The Road Train serviceo Providing detailed information for disabled visitorso Providing alternative ways to access the Museumo Maintaining a policy of welcoming assistance dogThey have added lifts to improve physical access around the Museum site. Members of staff are always at hand to help. The new lifts and ramps that have been installed provide flat or wheelchair access to all levels and galleries. Visitors may also borrow manual wheelchairs from admission areas. Special bookings for those who are disabled are also available by calling the bookings unit who will make any special arrangements. There is also information available online such as the availability of disabled car-parking, mobility buses and the access facilities on all their sites. It is also important that the customer information also describes areas that are not accessible such as parts of the historic buildings of the Royal Observatory. This avoids frustration and disappointment on the day.Touch Sessions for Visually Impaired Visitors are also available. They have a number of alternative methods to accessing the Museum and its collections. For blind and visually-impaired visitors they provideo Braille Guideso Raised drawingo Magnifying glasseso Large-print guideso Tactile mapso touch packsThey also run a program of pre-booked touch talks and tours by Museum staff and guest speakers.The National Maritime Museum also has a sign-interpreted talk for deaf and hearing-impaired visitors. They have installed perimeter loops in the galleries, admission areas, information desks and key audio installations. They also run a program of pre-booked British Sign Language sign-interpreted talks and events.Customer service is important to the National Maritime Museum because without customers there would not be a business. minute customer service results in* higher visitor numbers and greater customer diversity Visits to the sites are increase each year provides a public service for groups of people who dont traditionally visit or use cultural or heritage organizations like museums Has an outreach community newsworthinessletter which has news and events for communities under-represented among the visitors* increased sales The Museum generates increased income through shops, cafes and charging for special exhibitions It also supplies hiring venues for corporate events and weddings and sales from the Picture Library.* increasing public image The Museum has to compete with other organizations for peoples leisure, by providing excellent customer service it increases public image they do this using their website and leaflets* survival in terms of competition Good customer service can give the Museum an edge over other tourist attractions or leisure facilities, as they compete for customers leisure time and money.* satisfied customers and greater job satisfaction for staff As well as asking for feedback from customers and monitoring visit numbers the Museum pays a market research company to brook surveys, the customers are asked to rate their experiences and satisfaction levels, this helps knowing the customers needs and sat isfying them. The staff also takes pride in being part of an organization which delivers high levels of customer service Job satisfaction is increased by positive feedback from the customers* bear business and customer fealty Museum donation box abstract of feedback and visitor surveys indicates that 94% of visitors would recommend the Museum to their friends. Excellent customer service results in strong customer loyalty and increased visitor numbers especially repeat visits.The National Maritime Museum believes that to enjoy and learn from a museums collections, visitors must first feel welcome, secure and comfortable in their environment. Crucial factors include friendly staff to greet and help, clear signage, queuing systems, gallery plans and well-maintained washrooms and cloakrooms. Improvements to these areas can significantly increase word of mouth recommendations, repeat visits and time and money spent by visitors as competition for the publics time and wariness is inte nse.