HND Creating a Culture of Customer Care客户服务 OUTCOME1.doc

1. A customer is somebody who receives customer service from a service deliverer. Generally it is easier to see a customer as a person but sometimes anization can be a customer. From the case of Mountain High plex, there are different types of customers who are in different seasons. During the winter and summer months, for example, plex had a generally “younger sporting clientele”, there is a sports fitness centre and swimming pool and plex also managed its own sports shop that offered ski equipment sales/hire and lessons during the winter months and mountain bike sales/hire and guided tours in the summer months. plex also owned and managed the mountain gondola and ski lifts. The gondola operated throughout the year for sightseers as well as being used by skiers in the winter and by mountain bikers in the summer. Another example is some customers would perhaps enjoyed walking in the countryside, or bird watching excursions during the spring months will be ed. And night club could easily be used for ballroom and line dancing rather than the more brash ‘dance’ music enjoyed by younger clubbers.
2. Customer care is the overall set of attitudes and culture in a firm pany, which determines how it deals with all its customers. Also it a long term continuous relationship in which the customer feels important and cared for. There are so many factors contribute to excellent customer c