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