Customer Service Skills - Spirit Group

 

 Customer Service Skills

Spirit Group is a young, fast moving entrepreneurial pub company which aims to bring fresh thinking to the UK licensed retailing sector.

We've been running a series of exciting programmes with them, which focus on Customer Service and Service Standards.

Whatever circles of business you move in, setting high standards is imperative.

Often, however, following through and assessing how you're maintaining such high standards is where people fall down. This is exactly the area that we have been working on with Spirit Group.

Going for Number One

Whatever circles of business you move in, setting high standards is imperative.

Often, however, following through and assessing how you're maintaining such high standards is where people fall down.

This is exactly the Customer Service Skills area that we have been working on with Spirit Group.

Spirit are well able (with a little help from Impact Factory!) to outline the characteristics of good standards and how to implement them.

The real focus of the customer service programme, however, was to help them realise that standards can't be just set, but must be continually assessed, updated and improved upon.

Problems and difficulties occur on a daily basis, it's just part of the job.

Dealing with these idiosyncrasies and unusual situations effectively is where the real work is.

We achieved this by looking at rapport building between Spirit Group staff and their customers, helping people to recognise when customer service standards aren't high enough and ensuring that every staff member maintains their pride in grooming, cleanliness and efficiency, regardless of the differing circumstances across their range of pubs and their differing catchment areas.

Spirit Group came to us with the aim to achieve happiness on both sides of the bar and to have the highest standards and best customer service in the business - and once they've done this, to conquer the World (or at least a pub in a town near you!)


If you would like to talk to us about our work on

Customer Service Skills

or any of our

other soft skills work

call us on

+44 (0)20 7226 1877

or e-mail us at

enquiries@impactfactory.com

 

Customer Service Skills Training

FreePhoneFreephone: 0808 1234 909

 

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