Give clear instructions directing the customer to their site using the park map handout using a highlighter to direct them (this is a suggestion, you may have your own way or instructing such as physically showing the customer their site) When dealing with complaints or difficult customers staff will display appropriate empathetic behaviour, actively listening to the customer, providing a solution and asking the customer if the solution is satisfactory. If a satisfactory solution cannot be met the complaint must escalate up to the park manager Customers can visually access the following information in the reception area or a suitable prominent place and staff have the appropriate knowledge to answer any questions the customer may have: (add to list additional information that may be relevant to your park) Code of Conduct (after gaining accreditation) Business registration certificate Occupational Health and Safety Policy Reception or office hours of operation After hours contact system (if applicable) Emergency procedures Temporary Hazards advice Park rules and any relevant statutory requirements E-mail E-mail communication with customers should mirror the same professional and courteous procedure as displayed when conversing over the phone or face to face All communications to customers should begin with: (below are some suggestions, you may wish to add your own or utilise some of these) Dear (Mr, Mrs, Ms, Dr or appropriate salutation) if the communication is of a formal nature such as confirming a booking Hello (using the customer’s first name) if the communication is of less formal nature The body of the e-mail communication should be clear in its message and portray a professional and courteous tone ensuring grammar and spelling is correct All e-mails are to end with the approved signature block (you can insert the format and wording of the signature block here) Bookings, Refunds Bookings (the following are suggestions and ideas, please add the booking procedures relevant to your park) and Cancellations
Give clear instructions directing the customer to their site using the park map handout using a highlighter to direct them (this is a suggestion, you may have your own way or instructing such as physically showing the customer their site) When dealing with complaints or difficult customers staff will display appropriate empathetic behaviour, actively listening to the customer, providing a solution and asking the customer if the solution is satisfactory. If a satisfactory solution cannot be met the complaint must escalate up to the park manager Customers can visually access the following information in the reception area or a suitable prominent place and staff have the appropriate knowledge to answer any questions the customer may have: (add to list additional information that may be relevant to your park) Code of Conduct (after gaining accreditation) Business registration certificate Occupational Health and Safety Policy Reception or office hours of operation After hours contact system (if applicable) Emergency procedures Temporary Hazards advice Park rules and any relevant statutory requirements E-mail E-mail communication with customers should mirror the same professional and courteous procedure as displayed when conversing over the phone or face to face All communications to customers should begin with: (below are some suggestions, you may wish to add your own or utilise some of these) Dear (Mr, Mrs, Ms, Dr or appropriate salutation) if the communication is of a formal nature such as confirming a booking Hello (using the customer’s first name) if the communication is of less formal nature The body of the e-mail communication should be clear in its message and portray a professional and courteous tone ensuring grammar and spelling is correct All e-mails are to end with the approved signature block (you can insert the format and wording of the signature block here) Bookings, Refunds and Cancellations Bookings (the following are suggestions and ideas, please add the booking procedures relevant to your park)
Customer-Service-Management-Procedure-Guide-template_vers_CSMPGT01.docx