Endorsements

"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