News: Customer Service/Care
Restaurant firm praised for customer service training
29 June 2009
One restaurant company has been praised for its customer service, following a number of mystery visits from industry specialist Retail Eyes.
The Bay Restaurant Group has come top of a ranking organised by the research organisation, being scored on client services, quality of service and first impressions, which may be due to customer service training.
Time Ogle, chief executive of Retail Eyes, told the Publican that at the current time good customer service is "more important than ever".
He added: "If a customer is unimpressed then they will not hesitate to take their money elsewhere."
The group, which owns the Slug and Lettuce, La Tasca and Ha Ha chains, topped the scale after mystery visitors assessed 500 pubs and restaurants.
Fuller's came second while pub owners Greene King came in at third place.
However, Mr Ogle told the source further customer service training may be needed in some organisations, as only 45 per cent of the customers would be "very likely" to return to the establishment as a result of the service.
Earlier this month pubs were urged to enter the National Customer Service Awards, run by UBM, the parent company of the Publican.
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