peter avis - why customer service matters
DESCRIPTION
Peter Avis' talk to the Visit York Tourism Conference 2012TRANSCRIPT
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Peter AvisRestaurant Manager at Babylon
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The Four Elements of Great Customer Service
1. Your staff
2. Staying ahead of your competition
3. The WOW factors
4. Guest feedback
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Staff
• Staff are the most important commodity in any business — Sir Richard Branson
• Great customer service begins with your teams – Keep them informed – Trainings – Make your team a part of the business
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Competition
• Know what your competitors are doing – Competitor analysis– Competitor lunches
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The WOW factor
• Know your guests
• Reward your loyal customers
• The little things make a big impact
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Guest Feedback
• Mystery Diner reports
• Trip Advisor
• Livebooking reviews
• Direct mail
• Website feedback
• Comment cards
• Respond to feedback
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Mystery Diner Reports
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Guest Comment Cards
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Livebooking Reviews
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Q & A