The Standard

The World Class Service standard is not aimed at producing an automatic programmed response but a genuine, personalised welcome which supports expressions of individual personality. There can be over 1,000 checks in each audit carried out and the audit tools are designed to test the following.

Friendliness

We create an environment that people want to be in. At first impressions, we support this by making eye contact, smiling, offering a personal greeting and offer an empathetic response within minutes, if not seconds, of the customer arriving at our business. We use the customer's name, if we know it, and we promote confident social skills. We do not use jargon or 'policy' references to customers.

Warmth

Responses are not programmed but are left for the individual member of staff to offer in terms of a welcome greeting. We use a personal approach to meeting customer needs, using the customer's name, if it is known, and make good use of available information to ensure that names and previous visits are known. We also use humour to help the customer relax, where this is appropriate.

Willingness to help others

We show spontaneity of approach to customers who look lost or uncertain; we are actively helpful and offer assistance. Staff proactively ask if there is anything else the customer needs; this is a common phrase in most exchanges. We offer our names so that the customer can come back to us if they need further help.

'Can do' outlook

We show a positive attitude towards customer at all times. We frame our responses in terms of what is possible, rather than what cannot be done, and we are genuinely imaginative in finding solutions. We remain solution-focused and recognise that, in most situations, customers want help. We have a positive self- image and self-belief but never conceit or arrogance.

We ensure that all staff have a thorough knowledge of the products and services that we provide and we consistently develop our technical skills to improve our performance for the customer.

We are able to carry out positive problem recovery and avoid antagonising language. We are confident and professional in handling situations where things have gone wrong. We have a clear protocol for problem recovery.

Genuineness and honesty

We listen to the customer and empathise with their position and issues. We are open and honest in all our dealings with customers. We avoid pretence and keep our communication sincere and frank.

Pride in the Local Area

All the staff that the customer may encounter have a good local knowledge of what is available in the surrounding area and are able to recommend key services and destinations. We also take pride in being able to provide helpful orientation to the customer. We are able to provide accurate and comprehensive materials on request. Very good information is available on the local area.

We are proud of ourselves, our organisation and our local area. This is evident in staff being clean and tidy and wearing role or name badges in most customer-facing roles

Home from Home to All

Manchester is a tolerant city that provides a home from home to every customer. We welcome customers regardless of their physical or sensory disabilities, regardless of their sex, age, gender, race, faith or country of origin. We recognise that how high we rise in welcoming special needs customers is a clear and worthwhile test of our professional capability and standards of customer care.

Energy and zest for life

We show a clear enthusiasm and interest in the customers needs and go out of our way to meet them, taking personal responsibility for making customers happy.

We have a thorough knowledge of our own venue/hotel and staff and understand the services available. We can recommend favourite services and products and can describe these positively to the customer.

There is a substantial audit checklist and protocol schedule to support team leaders and managers in delivering this standard.