Customer Service is the employee's of an organization giving
customers what they want. They need to provide the right products and
the right service to all the customers and potential customers.
The organization and its individuals provide products and services to
meet the expectations of its customers. Customer Service applies to
all types of customers, these include; individuals, groups, people
from different cultures and people with specific needs.
Customer service is important to the organization for the following
Effective customer service promotes:
Å¸ Customer Satisfaction
Å¸ Job satisfaction of staff
Å¸ Repeat Business
Å¸ Increased Profits
Å¸ Safe and Secure Environment
Poor Customer Service leads to:
Å¸ Falling of sales
Å¸ Customer Complaints
Å¸ Low Staff morale
Å¸ Reduced Profits
For this assignment in Customer Service, the organisation I have
chosen to study is Hollywood Bowl.
When I first arrived at Hollywood Bowl, my first impressions were that
it was situated in a clean, bright area. The main sign was in very
bold and bright colours so that it would stand out and give the
impression that it was a fun place for the whole family.
Hollywood Bowl is built in a leisure park, known as Teesside Park,
this also helps attract more customers as thousands of people visit
Teesside Park each day, as there are other activities to do here such
as shopping, going to the gym, eating out and the cinema. These other
activities attract a wide variety of people, who then often come along
to use Hollywood Bowl as an extra activity to enjoy.
Hollywood Bowl was originally owned by Bass PLC, but three years ago
it changed hands, and is currently de-merging under two companies, one
is Inter continental Hotels and the other is Mitchell's and Butlers,
Hollywood Bowl and all the pub chains come under Mitchell's and
There are twenty-two Hollywood Bowl's situated around the UK,
stretching from Glasgow in Scotland to Taunton in the far south.
Teesside Park's Hollywood Bowl is in the top three of most visited
throughout the UK, there are many reasons for this such as, Hollywood
Bowl is the only Bowling Centre in the area, and most of there
customer's are within a twenty minute radius, this covers Redcar and
Cleveland, County Durham, the North York Moor's and much more.
When we were at Hollywood Bowl all the staff were very helpful, right
from the people who greeted us at the door to the staff who attended
to our needs at the bowling lanes.
All the staff have a lot of contact with the customers, such as on the
day we were at Hollywood Bowl, there was a big school party that were