paultons park
TRANSCRIPT
Customer Service at Paultons Park
The History of Paultons Park
The original Paultons estate covered over 3000 acres
Paultons house used for evacuees during the war and as a luxury hotel during the 1950’s
• Hotel falls into disrepair and finally burns down in 1963Hotel falls into disrepair and finally burns down in 1963• 1979 – The Mancey Family buy the land which now forms the 1979 – The Mancey Family buy the land which now forms the
ParkPark• 17th May 1983 – the attraction opens to the public as Paultons 17th May 1983 – the attraction opens to the public as Paultons
Park and Bird GardensPark and Bird Gardens
The History of Paultons Park
Over 80,000 people visited in the first year at a cost of:
£1.00Child/ Senior
£1.50Per Person
How to Find Us
Bournemouth, Salisbury, Winchester, Southampton, Portsmouth New Forest all within 30 minutes of Paultons Park
Staffing Structure
Our Vision….. “To be the best in everything we do”
How does Paultons Park Ensure Excellent Customer Service?
Our Mission….. “is to provide our guests with a unique family experience that represents good value for money day out in a safe and quality environment”
Our Core Values…..OUR GUESTS – Are at the centre of everything we do. We strive to continually
improve the service we provide thereby ensuring guests will want to repeat the “Paultons Experience”.
SAFETY – We recognise the responsibility we have to our guests and each other in order to provide a safe and healthy environment.
QUALITY – The surroundings and experience that Paultons offers is unique. We recognise that these and their consistent quality are the major points of difference we have when compared to our competition. We will continue to enhance the overall quality of the “Paultons Experience” in the eyes of our guests.
SUCCESS – When we plan to do something in any area – we will only do it well. We are proud of our successes and are committed to developing these still further in the future.
PEOPLE – Our staff are our major asset. We recognise that their commitment and the continual investment in the development of their skills is paramount to our ongoing success.
• Signage:– Directional signs, maps, ride health and safety sign, menus, price lists,
mobile stands, animal information, height restriction board, height measurement boards
• Marketing:– Leaflets for special events, birthday parties, season tickets, accessibility
guide, group visits, corporate and conferencing, park general information
• Training:– Seasonal staff product knowledge training, internal newsletter
• Contact:– Website, 24 hour telephone hotline
• Safety:– Rules of the park board, ride health and safety audio loops
Provide Information:
How do we Serve You!!
Provide Information:
Provide Information:
• Ticket calculator
• Health and safety information at every ride
• Lost child procedures
• Ride attendants
• Guest services
• First Aid
• Staff forum
Giving Advice:
Giving Advice:
Receiving and Passing on Messages:
• Website
• Telephone
• Radios
• Internal email
• Internal telephone systems
• ‘Pigeon’ holes
• Staff notice boards
Receiving and Passing on Messages:
• Data bases:– Customer details– Livestock – Internet ticketing– Santa’s Wonderland
• Ride daily check records
• Accident and First Aid record sheets
• Personnel records
Keeping Records:
Keeping Records:
KEEPING RECORDS
KEEPING RECORDS
Week commencing date :______________________
TREKKING TRACTORS
TRACTOR NUMBER
DAILY DAILY DAILY DAILY DAILY DAILY WEEKLY
1
2
3
4
5
6
7
8
Date
Sign
Daily Checklist for Each Tractor 1. Check each tractor visually. 2. Check door latch and closer for correct
operation. 3. Check tyres and wheel nuts. 4. Check track pickups. 5. Wipe off front sensors 6. Check seats. 7. Check gearbox/motor for security and leaks. 8. Check operation of tractors. 9. Check all lights are working. 10. Check sound track on each tractor. 11. Walk track and visually inspect before sending
tractors round/ensure transfer track bolts are in place and tight.
Weekly Checklist
1. Check all tyre pressures. 2. Nut/bolt check. 3. Check steering set up. 4. Check bodies of tractors. 5. Check drive motor for security and
check gear box level. 6. Grease all areas as necessary. 7. Lift and check wheel bearings. 8. Check wheels and bearings on
pickup mechanism. 9. Inspect all pickup connections. 10. Check track connections and cables.
12. Check condition of entrance and exit gates, fencing and queue lines 13. Check gate springs 14. Check CCTV operating and recording. (Red dot must be seen on each picture to show recording). 15. Visually check pickup mechanism List Below any work carried out or outstanding, list any parts used or necessary for works to be completed. ______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
• Staff induction • Guest Services• Assisting on and off rides• Lost children• Lost/stolen property• First Aid• Accessibility guide• Food content
Assisting the Customer:
• External Customers:– Lost/ stolen property– Lost children– Queue jumping– Internet tickets
• Internal Customers:– Sickness– Flexible working hours– Ability to do the job
Dealing with Problems:
• Company procedures:– Listen and make sure you understand the situation– Let the customer talk– Smile, adopt a calm and polite manner– Do not be aggressive– Try to find a solution or offer advice– If you cannot help further call a member of your
management team• Staff training• Guest Services:
– Comment card– Email Guest Services
Dealing with Dissatisfied Customers:
• External Customers:– Stroller hire– Wheelchair hire– Lost child stickers– Baby essentials– Sun cream – Motorised buggy assistance– Wi Fi areas– Discounts – Conferencing and parties– Field hire – Free car park – Charity days– Sponsorship of local organisations
• Internal Customers:– Uniform– Complimentary tickets– Free drinks and discounted food and goods– Flexible working patterns
Offering Extra Services:
Who are Paultons Park’s External Customers?
Individuals Groups Business Men and Women
People with Specific Needs
People of Different Ages
• Everyone who comes to Paultons Park
• Foreign visitors• Season ticket
holders
• Educational Groups
• Birthday Parties• School Groups• Brownies,
Scouts, etc.• Coach Tours • Wedding
Receptions
• Teachers• Meetings • Conferences• Corporate• Events
• People with Disabilities
• People with Babies and Young Children
• People with Learning Difficulties
• Families with Young Children
• Young Teenagers
• OAPs• School Children
• External customers:– Everyone who comes to the park is treated individually – Season ticket holders – one year unlimited access, discount for
Santa’s Wonderland, e-newsletter, special events – Educational groups – talks, presentations, tours, activities, workbooks,
teacher packs– Birthday parties – choice of food, entry to park, free party bags, free
adult for every 5 children, additional entertainment– School groups – free teacher visit, risk assessment, discounted entry,
free adult place per 10 paying students– Special days for playgroups, nursery and toddler groups –
discounted rates– Brownies, Scouts – special rates, badge challenges– Coach tours – discounts– Teachers – training sessions, access to park information and staff,
visits before bringing students
Meeting Customer Needs:
• Companies/Corporate/Conferences – free parking, air conditioned meeting room, ‘breakout’ rooms, bar, events field, marquees, BBQs, catering, wi-fi, audio visual equipment hire,team building activities, treasure hunts
• Wedding Receptions – photos in gardens, catering, marquees, entertainment
• People with disabilities/Learning difficulties – accessibility guide, discounted entry, disabled parking, assistance dog access, disabled toilets, wheelchair hire, qualified First Aid staff, Queue Assist Policy, ride suitability information, ramped access to rides
• Families with young children – lost child stickers, baby food warming service, baby changing facilities, stroller hire, adapted toilet seats
Meeting Customer Needs:
• Internal Customers– Training – Job security– Flexible working hours– Promotion– Seasonal staff payments– Pensions– Complimentary tickets– Rest room– Staff forum– Discounts
Meeting Customer Needs:
Personal Presentation
• Uniform – Operations– Retail– Catering– Work Experience
• Hygiene
• Personality
• Attitude and Behaviour
Personal Presentation
Communicating With Customers
• Face to Face– Gestures – Body language– Pitch and tone of voice– Pauses and silences– Language
Communicating With Customers
• Over the telephone– Answer within 5 rings– Greet the customer– Introduce yourself– Put a ‘smile’ in your voice– Ask how you can help the customer– Thank the customer in for calling
• Taking a message– Have a pen and pad ready– Listen carefully– Make sure you have all the necessary information– Check the information with the caller– Ensure the message gets to the right person and quickly
Communicating With Customers
• Written Communication– Presentation– Grammar– Spelling– Punctuation– Appropriate language– Legible handwriting
Dealing With Dissatisfied Customers
• Face to Face– Listen to the customer – Apologise– Make sure you understand the situation– Keep calm, be polite and do not shout– Decide if you can deal with the problem– Find a solution and carry it out – If you have to pass the problem onto a supervisor
assure the customer that the matter will be looked at immediately
Dealing With Dissatisfied Customers
• Written – Customer comment form– Website– Letter
• Responding
• Records
Dealing With Dissatisfied Customers
• Internal Customers– Individual performance reviews– Supervisors– Staff forum meetings– Legal rights