Peter Avis - Why Customer Service Matters

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Peter Avis' talk to the Visit York Tourism Conference 2012

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Peter Avis - Why Customer Service Matters

  1. 1. Peter AvisRestaurant Manager atBabylon
  2. 2. The Four Elements of Great Customer Service1. Your staff2. Staying ahead of your competition3. The WOW factors4. Guest feedback
  3. 3. 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
  4. 4. Competition• Know what your competitors are doing – Competitor analysis – Competitor lunches
  5. 5. The WOW factor• Know your guests• Reward your loyal customers• The little things make a big impact
  6. 6. Guest Feedback• Mystery Diner reports• Trip Advisor• Livebooking reviews• Direct mail• Website feedback• Comment cards• Respond to feedback
  7. 7. Mystery Diner Reports
  8. 8. Guest Comment Cards
  9. 9. Livebooking Reviews
  10. 10. Q&A

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