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Tuesday, 16 May 2017

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Creating a customer service philosophy

Tuesday, 16 May 2017

Article Image 16 May 2017

With Summer on the way, pubs and restaurants can expect to reap the rewards. While the increase in footfall will help hospitality businesses capitalise on sales, it's also a chance to develop new and loyal customers.

To be successful in achieving both, it almost always boils down to one thing – delivering great customer service. Today customers have the tools at their disposal to post anything about your business online. According to Zendesk, 95% of dissatisfied customers tell others about their bad experience.

With this in mind, providing a top quality service is paramount in ensuring that customers post positive experiences. A quick search on Google shows a long list of your competitors. What does this mean? It means businesses need to work harder to keep customers satisfied and ensure they don’t go elsewhere.

Word of mouth is arguably your most powerful tool. One happy customer can equal as many as nine referrals for your business (American Express). If you provide a great service, then people talk, and talk travels fast – making your brand memorable to those who hear about you.

In a customer facing industry like hospitality or licensed retail problems are inevitable. For complaints in particular, dealing with them correctly is able to reduce the amount of problems in the future. Complaints handled with due diligence can still result in a positive customer experience and increase the chances of a customer returning to your venue.

Customer service doesn’t just mean affordable prices. A Xerox report found that 54% of consumers would pay more for better service. This shows that many consumers don’t want to be treated as a number. A memorable experience is what customers want, and many are willing to pay extra to get it.

Here at CPL, we’re specialists in customer service training. Over many years of working side-by-side with licensees, we can help you build a customer service philosophy that delivers consumer loyalty, not just for the busiest periods, but all year round.

Whether it’s e-learning or face-to-face training, contact us today to discuss how customer service training could help you.