Peter Avis - Why Customer Service Matters
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Transcript of Peter Avis - Why Customer Service Matters
Peter AvisRestaurant Manager at Babylon
The Four Elements of Great Customer Service
1. Your staff
2. Staying ahead of your competition
3. The WOW factors
4. Guest feedback
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
Competition
• Know what your competitors are doing – Competitor analysis– Competitor lunches
The WOW factor
• Know your guests
• Reward your loyal customers
• The little things make a big impact
Guest Feedback
• Mystery Diner reports
• Trip Advisor
• Livebooking reviews
• Direct mail
• Website feedback
• Comment cards
• Respond to feedback
Mystery Diner Reports
Guest Comment Cards
Livebooking Reviews
Q & A