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Peter Avis - Why Customer Service Matters
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Peter Avis - Why Customer Service Matters

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Peter Avis' talk to the Visit York Tourism Conference 2012

Peter Avis' talk to the Visit York Tourism Conference 2012

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    Peter Avis - Why Customer Service Matters Peter Avis - Why Customer Service Matters Presentation Transcript

    • Peter AvisRestaurant Manager atBabylon
    • The Four Elements of Great Customer Service1. Your staff2. Staying ahead of your competition3. The WOW factors4. 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