I was interested to read about People 1st's launch, earlier this week, of a Gold standard customer service campaign aimed at ensuring the customer experience for visitors to London before, during and after the 2012 Olympic Games is as positive as possible.
Their release quotes from a recent Square Meal Restaurant Guide survey, which revealed that 50% of UK diners find fault with the restaurant service they receive.
The campaign is backed by London Mayor, Ken Livingstone, who said:
"For the next few years leading up to the 2012 Games and beyond London will be the focus of the world. We are expecting a huge increase in the many millions of tourists who currently visit our capital from abroad and from around the UK and we must grasp the opportunity to ensure we offer a first class welcome to everyone – a welcome they will never forget."
What do you think of service standards across the country? I think they can be patchy. recently I went to a pub behind Piccadilly Circus and received such an astonishingly frosty 'welcome' at the bar that I immediately turned around and walked out again. And a few months ago, as I approached reception at a hotel in Scotland to check in, I was greeted with absolute silence from the person behind the desk. It was a bizarre and uncomfortable few seconds - I waited for her to acknowledge me, she waited for me to introduce myself - that would sit well as a case study on how not to greet customers in a management training video.
What and where was the best customer service you have received recently? And the worst?
Comments (4)
The mayor's launch of the London Skills Strategy is a huge step forward for London's Hospitality businesses. It's very much a first leap for those working towards the Olympic Games. At the launch CEO Brian Wisdom quoted the South China Post describing the 'lacklustre' service offered by London hotels.
If the sector is to improve in time for the Olympics and Paralympics, just five years hence, then the People 1st strategy needs the buy-in and support of the sector.
And if we can persuade the South China Post that things are improving in London, then that will be a huge boost for us and our visitors!
Posted by Edward Davies | July 13, 2007 5:02 PM
Posted on July 13, 2007 17:02
Thanks Ed. Perhaps we should mobilise UK hospitality professionals to email the editor of the South China Post (www.scmp.com) extending a warm welcome to him and his staff in 2012? I reckon we could bring his email server down with our collective magnanimity ...
Posted by Mark Lewis | July 13, 2007 5:24 PM
Posted on July 13, 2007 17:24
I am from Costa Rica, and I think major work will need to be done to improve customer service in this country. In the UK, if you complain, you are some kind of villain and abhorrent creature, no matter how valid your complaint is. It is as if you have to say, your honour, no matter how little you care about my purchase, I will honour you forever. I hope that, if I come back in 2012, the miracle will have happened.
Posted by Randolph Cardona | July 23, 2007 2:26 PM
Posted on July 23, 2007 14:26
Randolph, what do you think needs to be done to achieve the miracle you refer to? Is it a simple matter of staff training? Or is there an inherent problem with our culture and society that makes us unable to deliver proper levels of service?
Posted by Mark Lewis | July 23, 2007 2:53 PM
Posted on July 23, 2007 14:53