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Improving customer experience


I have been provided with the following statement from a client....

'Present or outline your plans for guest experience and service training'

The client is within the Leisure industry and are really striving for customer service excellence.

No idea where to really start, any thoughts?

3 Responses

  1. Do your research

    Hi eliash.  My suggestion would be to really do your research about the company. What are their values?  What do they stand for?  Have they won any awards – what does that say about them?  Have they got published vision or mission statements?

    Is there any customer, brand or media intelligence on them? Do you or colleagues know anyone that uses their services (as a customer) – what do they say?  If not could you get someone to do a bit of 'mystery shopper' type activity with them?

    Then, align your offering to what they are about and care about; use the language that they use.  Show you are on their side and can add value to what they want to achieve. Simply put, show how what you offer is going to be a key enabler to get them to where they want to be.  Hope that helps.

  2. Be a customer

    A few years ago I applied for a job as a sales trainer for a small chain of shops that sold brown and white goods. Part of the process was that I had to do a presentation on what I would do if I got the job. I went into a couple of the shops and pretended to be a customer. From that I was able to determine where the training would need to focus and I used that in my presentation. I got the job and furthermore, future job applicants were asked to do the same thing.

    So I totally agree with Clive that the more you can find out about the company, the easier you will find your task.



  3. Besides the above valuable

    Besides the above valuable input, would make sure any type of customer service training emphasises listening skills, ownership, customer advocacy and providing a service to the customer / guest that is effortless and personal.

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