Bessacarr U11s Greens have clinched a deal with the Hallgate based firm which will see the team, based at Cantley Park, carry the firm’s logo on its shirts next season. The team’s players gathered at the firm’s offices with manager Jon Cook and Free2Learn chief commercial officer Andy Hibbitt for a photo shoot.
Traditionally, many have perceived that security guards and door staff need to be big, tall and intimidating men to be able to prevent crime and maintain public safety on the job. But times are changing and not only are more women entering the profession, an emphasis on delivering customer service is revolutionising the industry.
And when you think about it, it makes complete sense. Who would you rather hire to cover security at your event? A company who’s security staff are disinterested, surly and intimidating. Who doesn’t keep in regular contact with you, the client, and who doesn’t address issues in a timely and professional manner? Or a company who’s staff are highly trained, polite and professional, who fit in with your existing staff and a company who goes the extra mile to make sure your security needs are met?
It’s a no brainer.
So how can companies ensure their customer service is second to none?
We’ve 10 ideas below:
- Ensure your frontline staff are fully trained and licensed
- You and your staff, prioritise the security of the client, its customers, staff and venue at all times
- You offer a speedy, friendly and reliable service to your clients. You respond quickly and deal with queries and complaints professionally
- Your front line staff turn up on time, are polite and are alert and attentive at all times
- Your frontline staff are friendly and polite to all they encounter and only ‘intervene’ when necessary
- Your frontline staff intervene effectively and efficiently without attracting undue attention or disturbing other patrons
- Your front line staff are able to build rapport with the customers at an event – as this goes a long way to ensuring an event is safe and welcoming
- Your front line staff become a part of the team at the venue, and are an extension of your clients staff
- You keep in regular contact with your clients and check in to see if there’s any other ways you can provide great service to them
- The personal image of your security staff is important and they are smart and professional looking at all times
Here at Free2Learn at Work we are celebrating becoming an official training provider for WorldHost Customer Service training for the hospitality and tourism industries.
WorldHost has long been recognised as one of the most prestigious customer service qualifications and is well-renowned across the hospitality, leisure, tourism and catering industries as a world-class qualification. The WorldHost training programme was inspired by the Olympics and was rolled out to thousands of the volunteers and staff for London 2012.
The qualifications offered by the WorldHost course are sought after by many hotel and restaurant employees and employers as a means of giving them the knowledge and training necessary to deliver their service at a superior standard throughout the customer journey.
With the rise of social media and online reviews, modern businesses have a whole new area of publicity to consider. Businesses need to ensure that the stories being told about them online are a positive reflection of their outstanding and personal service, where the customer was made to feel special – that’s where WorldHost training can help.
Training your team with a qualification like WorldHost will also increase their loyalty and job satisfaction and in turn reduce staff turnover and decrease recruitment costs. Also, if you are eligible for training with Free2Learn at Work then the training won’t cost you a penny either. What’s more, when you put more than 50% of your businesses employees through WorldHost training then you receive a WorldHost plaque and a listing on the official WorldHost website for two years as a WorldHost Recognised Business.
Topics included for your team on WorldHost training:
• Why customer service is such an important part of their role
• How to make an excellent first impression and make customers feel welcome
• How using customers’ names can help to create a good rapport, and techniques for remembering names
• Communication skills for success
• How to empathise with customers, and why handling their concerns is so important
• Why listening is an essential part of the customer service process, and how to do it effectively
• The value of tourism, and the important role they play in generating revenue for your business and the wider tourism economy
• How to ‘go the extra mile’ – including making five commitments on how they will do this in your business
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