Endorsements

"The pace and perspective of the course were great stop the way it dealt with the external influences initially and then gradually drilled down to specific factors was a very interesting approach."

"A great course especially helpful considering the current situation at our hotel."

"I found this course extremely beneficial to me and my role in my job. I feel I have learned many new ways of how to deal with certain situations and to guide and motivate staff and indeed myself. Being able to discuss current issues and problems with others allowed me to broaden my way of thinking, and think of viable solutions to take back to work and implement. I enjoyed being shown by way of dealing with situations in a different way and this was very helpful. I have really learned a lot from the past two days and thoroughly enjoyed the course. Being with other people from other hotels was helpful."

"Course opened my mind to different approaches in leadership, it made me think about what I do and how I could do better; it provided the examples, it provide valuable information and reference to literature and websites."

"The full context I was very interesting and informative and will help me a lot"

"I was given a lot to think about when it comes to leadership, you can't just be buddies but on the other hand don't be a tyrant! It was informal and the fact that the trainer made you feel at ease made you take in more. I have learned to evaluate myself and give myself new goals."

"I am very, very eager to "crack on" with getting to work with our fresh and newly formed management team. I am not saying I am sorry it's the weekend ... but almost."

"Inspiring and engaging."

"Excellent. Highly recommended."

"The programme set out was clearly defined and information given out was knowledgeable, clear, understandable and will assist me within my role."

"The trainer was excellent and I believe this course is of world class training standard."

"An extremely valuable course that will no doubt help me achieve where I want to get to in my role as a team leader."

"I was surprised how much I learned about my own leadership style both good and not so good."

"Very contemporary."

"Realistic and can be translated in to real life."

"Great course, exceeded my expectations."

"Bringing together different sectors and so getting 'out of the box' thinking."

"I enjoyed learning how to improve customer service and most importantly keep their loyalty."

"I learned about new technology – how to make the best use in relation to the business."

"The trainer's style of presentation kept me fully focused throughoutthe two days – fantastic."

"The trainer has a very easy delivery style, which not only makes you want to join in but provokes the who, why, where, when, what questions which help plan your reaction to the course back at the workplace."

"Practical tools highlighted to make improvements."

"The trainer was impressive, knowledgeable and created a welcoming learning environment."

"I found the interaction not just with the trainer, but the other attendees absolutely fantastic and completely essential to the understanding and progression of the material taught. I found the pace, context and overall understanding of the programme absolutely fantastic and I could whole heartedly recommend this course for any person looking to expand their own knowledge and willingness to be excellent (in their role)."

"The course allowed me to concentrate on how I am empowered within my working environment to change and alter things for the greater benefit of the team and myself."

Feedback on our Leadership and Coaching Programme

"It has given me lots of ideas and I can apply directly in my work"

"The course was very informative with numerous examples to clarify topics and methods discussed I enjoyed the group discussions, the workbook and the small group size which made it more personal and allowed me to create action plans."

"It's difficult to pinpoint one single thing, I found it very interesting listening to other points of view in the room, I have a lot of food for thought to take back to my business"

"Content was easy to understand and relevant. Good real life examples helped me to understand aspects of the training and will also leave a lasting impression. I enjoyed the timing of the course with plenty of time to reflect and planetary is also the trainer was able to keep the training interesting and he's got the right tools for us. The room temperature was good and the food excellent."

"I enjoyed the presenting style pace and continuous references to industry to make the theory all that more relevant. The conference slides information pack and placed a right eye that were also helpful in the work book pack. A time at the end of the day to structure personal action plans was helpful. References to the actual company where I am employed or helped make the concept more relevant and it easy to understand."

"The course was focused and accurately reflected the description it made me think about looking outside my sector for inspiration. I felt challenged in a way that was a bit scary! But a really exciting and encouraging of a can do approach."

Feedback on our Sales Business Development Programme

"The Front of House management team have said how much they are now enjoying their jobs and coming to work as a result of working on the standard. Couldn't ask for more than that."

"There is now an average of 3 very positive written comments per week about the experience and service received at the theatre. I get other verbal comments from audience members when I am in about how they feel things are changing for the good."

UK Theatre

"Chinese Arts Centre is proud to work with World Class Service and achieve the Manchester Standard. The standard has helped us put in place the high level of customer care and attention to detail that we now offer.

Chinese Arts Centre is the international agency for the development and promotion of contemporary Chinese artists as such we set high expectations for the promotion of our exhibitions, resident artists, staff and indeed visitors who are paramount and must have the best experience they possibly can when visiting our gallery. We look forward to the continuing success of World Class Service and working alongside them in the future."

Alyson Doocey, Chinese Arts Centre

"The World Class Service Standard is enabling us to focus in detail on two fundamental aspects of our visitor experience: the quality of personal interaction; and the standard of our core product. Our vision is to be a world-class cultural attraction; that means we must be open to learning from organisations who are experts in their field. It also means identifying what differentiates those experts from the rest and translating that into a mind-set that helps drive our own organisation forward. The World Class Service Standard is proving to be a key catalyst for us in this process."

Andrea Nolan, MOSI

"We strongly believe that World Class Service, will create a globally recognised service standard, that will not only enhance the visitor experience but be a powerful marketing and selling tool in the City's vision to be a world class destination . We are proud to be one of the founding partners of World Class Service."

Stephen Miles, Edwardian Radisson

"We are extremely happy to be a part of the World Class Service and glad to have a scheme to work with.

The Birmingham Hippodrome is a 1847 seater auditorium, and we welcome audiences averaging almost half a million per year. We are the 4th most visited paid attraction in the Midlands. Having our first audit gave me a great benchmark to establish areas that we needed to work on and also that the person that was completing the audit was confident assessing the areas that a customer arriving to watch a show would see.

Expectations from our customers is extremely high and we are always aiming to achieve this, and from our initial audit this highlighted certain areas to work on. Our audit was held during an evening performance by Birmingham Royal Ballet's Nutcracker. This is one of our busiest times of year and I was extremely pleased with the results of the initial audit.

Improvements that we made from the audit was to ensure that we have a member of our front of house team available to answer questions, direct customers to the restaurant/toilet and answer general questions eg what time the show is due to finish.

How did we start the World Class Process? After an initial meeting with Howard Raynor we held a brain storming session with the Duty Management team to establish what there understanding of a World Class Service should be. The results from this we then discussed with the full time members of my team and we established a benchmark of what we should be achieving. This was an extremely positive meeting and was extremely motivating for the teams and also gave the team much more of an understanding of what the scheme was about. I feel from this we saw a great improvement service level given and also that the customers noticed also as we received more and more compliments regarding their visit. This was then cascaded down to our 40 casual members of my team and then our 40 volunteers.

If customers are enjoying themselves and service is consistently at a high standard they will return show after show, year after year.

With fewer complaints to handle and better service by staff also have a lower staff turnover. We are at the moment looking into having our next audit."

Jonathan Thompson, Birmingham Hippodrome

"The Lowry Hotel is delighted to be a member of World Class Service and have benefited from the scheme by raising the awareness of Manchester and its offers within the hotel. As with all hotels in the city we look forward to developing and improving the quality & consistency of service offered in the city."

Jason Harding, The Lowry Hotel

"As a service provider to the service industry we have a different view of World Class Service. We provide temporary catering and hospitality staff and it is vital that the staff we provide are customer focused and are able to represent the face of Taskmaster but also fit in with our clients, many of which are also members that have achieved the Manchester standard. World class service has given us a training tool to use as a bench mark to measure the quality of our training and the quality of the service we are able to provide. As the only agency to be a member of the World Class Service also to achieved the Manchester Standard I believe it sets us apart from the competition and it has become an excellent selling tool for us."

Sean Powell, Taskmaster Resources

"Thank you once again for a wonderful few days. Everyone here is buzzing and the buy in has been incredible."

Sam Oldham, Nottingham Ice Arena

"I really, really appreciate the fact that you were all prepared to take that gamble with us and to provide the support that we needed to put the ideas in to practice. The concierge service was only ever going to be as good as the people who were running it so I am hugely grateful to Andrew and Louise for making it such a success."

Nina Harman, CIPD