Manchester has some of the best hospitality and cultural opportunities in Europe; hotel, leisure and business expansion in the North West UK has been taking place at a phenomenal rate, Manchester boasts around 11,000 bedrooms within 15 miles of the city centre. As a region the Tourism is worth £11bn UKP and engages 12% of the workforce (NWDA Source). The international airport puts Manchester in direct contact with 200 destinations and already services over 19 million passengers and plans to expand capacity to 40 million passengers by 2015.

The visitor economy is big business in every city but our understanding of visitors has to be up to date, of the 350,000 companies in the North West, 1,700 of them are overseas owned creating regular inbound and outbound visitors. The Labour Party Conference, just 5 days events at Manchester Central conference centre attracts 15,000 delegates. Every Manchester United home game pulls around 70,000 fans to the City, increasingly the appeal is international.

Manchester is not unique in its demand for service excellence, adding economic value at the front of the organisation is an imperative for business and for every city. World Class Service is firmly rooted in the practical reality of service improvement not a theoretical model. We know how hard it is to get it right, we know where in the organisation standards get set and we know how to get an organisation focused on service to create a positive service culture.

World Class Service Ltd is committed to creating a sustainable infrastructure for the people who work in the lifestyle sector, our business area encompasses hospitality, culture and tourism, leisure and retail, but we increasingly see the visitor service journey as the unit of analysis for improvement.

As we move through into the twenty first century products are becoming increasingly commoditised and on-line transparency allows customers to share their experiences every business needs to ensure it develops and retains a competitive advantage. Service has a key role to play in this business approach and World Class Service Ltd is working to help establish respect for this undervalued craft. We are wholly committed to improving the experience for the customer as the basis for competitive advantage. We believe customers buy expectations and experiences not products or prices.

The valuable research work carried out Zeithamel, A Parasuraman and Berry in the 1980’s set out a model of service quality that still holds true. Customers value reliability, responsiveness, assurance, empathy and tangibles in that order. Pulling these factors together in a clear statement of performance standards is essential if the struggle for better service performance is to be won. We work with our clients to achieve this task.

Why Excellence Really Matters

We take the view that excellent service has a unique appeal of its own which customers are prepared to pay for knowledge and skill and that a high quality of service will guarantee a return visit. We also believe that the knowledge, skills and abilities to be successful in the craft of service can be taught.

We work to make sure every employee and manager who carries the responsibility for maintaining high standards to achieve has access to the best standards, training, mentoring and support systems, the best communications tools and the best research. Implementation is matter of personal choice for each member of the team, setting personal goals and a clear method for implementing high standards is a key feature of our approach.

World Class performance spans twelve key business behaviours

1. Consistency and Reliability – so develop a clear standard for performance.
2. Be Responsive – actually address the customer requirement and personalise the effort.
3. Assure – make sure we recover well when things go wrong
4. Empathise – read, understand and respond to the emotional content of the customers needs.
5. Provide better tangible products – ensure we provide the best products and touch points for the customer that we can.
6. Courtesy – retain good manners at all times, we establish and maintain a relationship based on respect
7. Skills and technical competence – we ensure our people have the knowledge, skill and ability to do the job to a high professional standard
8. Safe and Secure – taking care of our customers safety and security need to be maintained at all times.
9. Integrity – we live up to our values at all times.
10. Ease of use – we make doing business with us as easy as possible.
11. Awareness in our communications – our communications are based on a commitment to meeting customer needs rather than prioritising our own.
12. Understanding – we have the ability to listen to customers and constructively respond to them.

World Class performance spans ten personal behaviours

1. I know the products and services available at any given time.
2. I know the rules of my organisation including my freedom to act.
3. I have the technical skills to do my job
4. I am personally motivated.
5. I have the communication and social skills to relate to customer and team issues
6. I empathise with the customers and with fellow team members.
7. I am aware of how I come across to others
8. I manage my own feelings and stay in role whenever I am in a public facing role.
9. I have a sense of urgency
10. I believe in the team – I understand the high level of collective impact and my role in that team.
11. I have an eye for detail and take action when I see things aren’t right.

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Contact World Class Service:
World Class Service Ltd | St James' 61-95 Oxford Street | Manchester M1 6EJ
Email Us | Tel +44 (0)161 456 6007 | Mobile +44 (0)7808 299954 | Location Map

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World Class Service Limited is a company registered in England and Wales with the company number 5528378
The Registered office is 143 Buxton Road, Stockport SK7 6AN and the VAT number is 873891081