Customer Service

Providing excellent customer service is crucial to the success of all our tourism and hospitality businesses. Did you know that loyal customers are more likely to increase their overall spend by up to 15 times? At the same time, dissatisfied customers who do not complain to an organisation do tell between 7-20 other people about the problem they had. However, 90% of customers who do complain say they will go back to an organisation if their complaint is handled well.

This section contains information about a range of invaluable customer service initiatives and organisations:

Upselling and Service Recovery  - a new approach to customer service training to give front line customer facing staff the skills and techniques to confidently and professionally upsell (Inform-Ask-Enhance) along with the necessary skills and techniques to deal with problems and complaints (Loyal or Lost Customers, Your Choice)

Liverpool Welcome - an interactive and fun programme designed for tourism and hospitality customer facing staff to instil an in-depth destination awareness of the essence of the contemporary Liverpool City Region, and to enhance customer service skills

Welcome to Excellence programme, the national customer service training initiative for hospitality, leisure, travel and tourism, which offers a choice of seven high-quality, cost-effective one-day customer service courses

All of these initiatives will help you provide your customers with a fantastic experience and so boost your success and profitability.

Christina Dixon, the Breakfast Supervisor from Jury’s Inn in Liverpool has triumphed in the national Enjoy England’s Excellence Awards. Winning Gold for her Excellence in Customer Service at the finals in Brighton Christina has done us proud.

Christina Dixon