Customer Service

Meeting Customer Needs

For an organisation to meet the needs of its customers, it must first: 
  • Identify who its customers are
  • Offer varied communication routes between customers and staff
  • Enable customers to be able to make complaints and comment on the service provided
  • Deal with comments and complaints effectively 
  • Arrange continuous staff training
This is a continuous process and must be continually monitored and kept up-to-date. There are legal requirements to adhere to, but the most important thing to remember is that an organisation will generally not be able to exist without customers.

Types of customer:

  • External customers are people who pay to use the services at Armley Mills or visit the attractions and therefore expect excellent customer service. It is important that they come back and also tell their friends about the good experience they had at the museum.

  • Internal customers are people who work at Armley Mills or in other areas of Leeds City Council. All colleagues have the same responsibility to each other as they do to the external customers and to ensure a safe and happy working environment.

Evaluating customer needs:

You can tell a lot from the way customers respond to staff and from things like their comments in the comment book or comments forms. You can sometimes tell a lot more by what they don't say! For example, Armley Mills rarely receives any formal complaints. This may be because the customer service provision is good, but can you think of any other reason that this might be?
Another way of determining how the customer feels about their visit is by carrying out a survey. Armley Mills carried out a visitor feedback survey and the results were very revealing.

Customer Complaints:

Dealing with complaints successfully is key to providing good customer service at Armley Mills Museum. There are a variety of ways that customers can communicate their complaints to staff at Armley Mills. Find out more about the Customer Complaints procedure at Armley Mill.

View other relevant My Learning resources or see the teachers' notes page for discussion and activity ideas. 

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Document icon Learning article provided by: Armley Mills Museum, Leeds Museums and Galleries | 
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