Customer Service
The UK has a poor global reputation for customer service. The Olympics in 2012 presents the ideal opportunity to eradicate this perception and present the sector in the UK as one offering a world class customer experience.
- Service or sales training is largely process or procedural training
- The predominantly young workforce have poor communication skills
- There appears to be a lack of customer service ethic amongst the indigenous workforce
- “Elementary jobs” are often seen as a stop gap rather than the beginning of a career
Almost 50 % of the 8,000 people questioned in a survey for the 2006 Square Meal Restaurant Guide found fault with restaurant service, whereas 25 % criticised the quality of the food and drink and 17 % were dissatisfied with the price.
Poor customer service can be the result of many things:
- Attitude towards service – to serve is to be subservient
- Poor selection
- Cost pressures especially when other costs are rising eg energy
- Understaffing putting team under pressure
- Poor training – a focus on delivering standards rather than understanding customer motivations and sales
- Poor management and leadership not ensuring the right people with the right skills are in the right place at the right time.
What do you believe can be done to ensure customers expectations can be met and exceeded?
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Added: Tuesday, 18th July, 2006 09:30 GMT 0930 UK
"The most common problem I encounter in the work place is front of house, in the reception area, these people fail to grasp that they are the first point of contact and the impression they give must be a positive one. I have on numerous occasions been privy to conversations about the weekend, boyfriend troubles etc, yet when guests arrive a mood of indifference is given. More focus on training this area is indeed required"
C Fuller, Norfolk
