World Class Customer Service

 

Having developed our programs to reflect the research conducted by People 1st we are delighted to announce that this programme is now delivering excellence to industry.

Charles Prew CEO Barcelo Hotels says: “We all want to deliver world class customer service for every guest and this exciting program develops the knowledge, skills, efficiencies and confidence to make this possible. Whether a big or small hospitality business this program will help your teams raise their game and deliver to the top and bottom line - we want it for all our team members and management”

Full details are available detailing what the course includes and dates of available courses. Courses are only run by one of our network of assured Licensed Trainers.

For more details and to book a licensed facilitator for your business click here.

A smile says a lot … but what lies behind the SMILE?

 

The smile of a customer:

• whose experience has met or exceeded their expectations

• reciprocating the smile of another

• recognising a convivial environment which satisfy’s their motivations

• recognising the professionalism and satisfaction of the team

For the team member or manager its:

• the confidence in their skills

• knowledgeable about their products

• being prepared and organised to succeed

• an indication of confident pride and professionalism

Confidence lies behind the smile

From a customer:

• The confidence to return

• The confidence to recommend to friends and family

• The satisfaction of a world class experience

For the team

• Confidence built on a foundation of knowledge, skills and organisation put to good effect very time they take the stage

• Confidence to know your employer; current or future; recognises your ability and allows you to deliver world class customer service and grow

• Confidence of knowing they are doing a great job and have a bright future

Research done… so what happens now?

The National Skills Academy for Hospitality was charged with producing a solution that satisfies the key recommendations from the extensive World Class Customer Service research undertaken by People 1st – these were:

• Training programme for front line staff to enable world class customer service delivery

• Training programme for supervisors and management to allow the learning to be embedded day to day in the workplace

• Assurance of trainer delivery quality

• Branding to identify excellence in customer service training delivery

Progress Report

People 1^st and the Awarding bodies are working to produce the qualification framework which allows National Qualification status for the solution

We are testing, piloting and evolving the developing solutions:

• Programme for front line team members @ Level 2 NVQ

• Programme for Supervisors and Managers @ Level 3 NVQ

• Training programme to ensure accredited trainers deliver to the required standards

We are developing the marketing strategy and tactics that will kick in when the programmes have completed there evolution to satisfy both the research recommendations and funding requirements.

The final negotiations are underway with the government and its agents to ensure the funding for 4000 programmes in year 1 agreed in the Compact Deal struck by People 1^st and the Department of Innovation, Universities and Skills are finalised.

The indications are that the programme delivery through brand accredited trainers will commence in June.

Is it possible – Yes

Is it worthwhile – of course

Individuals, businesses, UK economy all benefit and there is a clear desire among industry leaders and government ministers.

 

World Class Customer Service Research Headlines

The research by People 1^st presented in the report; which can be downloaded at http://www.people1st.co.uk/research/reports; the conclusions reached and the recommendations made, are based on consultation with:

• a wide range of industry experts from within the UK and overseas.

• over 2,000 businesses from across the UK, of all sizes, across the whole visitor economy (to identify current practices and attitudes),

• with employees undertaking existing training programmes and qualifications (to identify what works and where there is room for improvement)

• a wide range of public sector stakeholders.

 

Research undertaken by VisitBritain indicates that currently, overseas visitors’ perceptions and experiences of customer service and the overall ‘welcome’ offered by Britain are poor, whilst research by Visit London shows that UK visitors to London are less satisfied than their overseas counterparts.

• Ranked 17^th of 30 OECD countries.

Employers themselves acknowledge that some of their staff lack the required level of customer service skills and that this is in turn impacting on their ability to deliver excellent customer service. Employers attribute this to a paucity of skilled and knowledgeable staff (both front-line staff and supervisors/managers) with the ‘right attitude’.

 

A survey undertaken as part of this research showed that 57 percent of visitor economy businesses believe the customer service skills of their staff could be improved.

 

None of the existing programmes were deemed to satisfy the required content for a world class programme and importantly the assessment, the management or supervisory training and assurance of training delivery were critical areas not currently satisfied.

Recommendations at a glance

The following nine recommendations are made on the back of the World Class Customer Service research:

• Establish a high-profile customer service campaignProvide branding to recognise excellence in customer service provisionSpecific interventions to improve the customer experience for 2012 Develop a destination-based approach to raising standardsDevelop collateral specifically for those working at ‘Games-time’Accredit a specific ‘Games-time’ training unit for a skills LegacyDevelop a best practice framework against which training, qualifications and trainers are assessedImproving and rationalising existing provision, where appropriateTaking a consistent approach to the development of new qualifications and modulesImproving training delivery through CPD for trainersWorking with employers to stimulate the demand for qualificationsEmbedding customer service in pre-employment programmes