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