Assessing different approaches to customer service

For my Customer Service Unit I will be interviewing two leisure centres, College of St. Mark and St. John and the Mayflower leisure Centre.

I have chosen these two centres because they are slightly different and I thought it would be interesting to see how different companies have different customer service.

The College of St. Mark and St. John is in Derriford, Plymouth. It covers a very large area and its facilities include a 25 metre indoor heated swimming pool, a fitness suite, two squash courts, a fully equipped gymnasium, three sports halls, each with four badminton courts and a specialist built-in rock-climbing wall, computing facilities, and an outdoor pursuits centre. In addition to extensive playing fields, there is a full size all-weather floodlit pitch for top level hockey and football.

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A smaller all-weather surface accommodates tennis and provides a good training surface all year round. In addition to this there is a 36m. square sports hall for participation in a variety of sports which is also large enough to accommodate Trade Fairs and other large events; a gymnasium for martial arts, aerobics, 'step' and tone & trim classes; a standard size sports hall available for volleyball, basketball, badminton; 2 squash courts and a Fitness Suite with up to date cardiovascular and weight training equipment. Although this sports centre is within the college, it is open to any member of the public, not just the students at the college.

The Mayflower Leisure Centre is situated in Central Park, Plymouth. It is quite old and may need to be revamped within the next few years. It's facilities include a fitness suite which has treadmills, cross trainers, climbers, bikes, rowers and resistance machines and it also has squash courts, indoor bowls and sun beds. There are two sports halls, one is a 5-a-side football hall and the other is a multi purpose sports hall, which can house badminton, volleyball, basketball, short tennis and dry board diving.

The College of St. Mark and St. John is a sports college therefore it has numerous amounts of sports facilities. The college is a Church of England voluntary college, with a history of over 150 years and it moved from London to Plymouth in 1973.

The Mayflower Leisure Centre is quite old, as I mentioned previously but is the most well used public sector leisure facility in the area. It works in close partnership with the Central Park Swimming Pool which is it's neighbouring building.

To find out the information I want, I am going to visit each venue for an interview. For letter, see Appendix 1. I am going to ask them several questions on different topics to find out as much as I can about the Customer Service in their establishment. For questions, see Appendix 2.

I will then analyse the answers of the questions and compare the two companies to see who has the best customer service.

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