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