This News article was posted on 15 Dec 2010 .
gold stars
According to People 1st the sector skills council hospitality Customer Service skills remain the most common skills gap across the hospitality sector. 65 percent of businesses who reported skills gaps in their workforce stated that their staff lacked the required customer service skills, an increase from 57 percent in 2007. The transaction value, referral value and lifetime value of every customer hangs in the balance
The impact of good customers service is huge, 68% of customers become disloyal because of perceived indifference from the businesses they deal with. Staff turnover and absenteeism escalate in low training businesses whilst customer referral value and transaction values also start to fall. Rebuilding the customer base every year is also an significant cost line marketing and sales activity. The remedy is simple establish a training programme which addresses the service issue head on. MacDonalds may be a cause of humour for some but their staff turnover is just a half of one per cent against a hotel sector where staff turnover averages are around 30%. The saving arising from recruitment costs alone can be staggering, Red Carnation Hotels saw half a million pounds of savings over an 8 year period. Training and organisational development on customer service issues creates a vital and rapid return on investment.
Being part of World Class Service Ltd is an easy way to start developing your people and your customers. Our programmes are tested, efficient, effective and fun. Our straightforward approach not only engages team leaders and senior managers but provides clarity and value to the team on the front line.
Be part of it. Contact Louise Hargreaves on 0161 235 0894
Our 2011 open training programme commences in February 2011. Watch the web site for more details
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World Class Service is delighted to announce that the Park Inn by Radisson, Manchester Victoria is the latest hotel to be accredited with the World Class Service Standard. The hotel performed strongly in all four areas of the Standard: Service Behaviours, Organisational Processes, Physical Environment and Tangible Product.
The team particularly impressed in their commitment to the chain’s “Yes I Can!” service ethos. This philosophy demonstrates itself throughout the customer journey, and is especially obvious in the behaviour and dedication of its team members.
We at World Class Service are delighted to bring you the news that Oldham Council is unveiling pioneering plans to develop the country’s first National Hospitality Training Academy (NHTA) in the town centre.
World Class Service have championed the idea along with the Manchester Hoteliers Association for many years and are delighted to see the plans coming together,
The proposed multi-million pound project – Hotel Future – would be a landmark regeneration scheme attracting significant economic benefits, inward investment and employment opportunities to the Borough.
It is an exciting time for Showsec International Ltd, a World Class Service subscriber, which has recently received a string of accolades as well as reinforcing its commitment to development by launching its own training and development platform.
World Class Service are delighted to be working with the Churches Conservation Trust on developing the All Souls Community Project in Bolton. The teams at All Souls and the CCT are dedicated to building and delivering a community centre which stands out as World Class.
Of course, they'll be needing a brand and a website that suits and we're helping to find the right agency for them to work with. Are you the right partner?
World Class Service Limited is a company registered in England and Wales with the company number 5528378
World Class Service Ltd | St James' 61-95 Oxford Street | Manchester M1 6EQ
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The Registered office is World Class Service Ltd | St James' 61-95 Oxford Street | Manchester M1 6EQ and the VAT number is 873891081
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