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Customer Service Training

When I speak to Owners, Managers, Supervisors or Employee teams I speak from my own experience. I have had the customers from hell and I've had customers so loyal they become best friends.

My Experience

I spent many years as a young man managing or working in the restaurant industry. Do you think people are picky about their food and service....
I added a few years in the security business. This gave me crucial skills and experience in de-escalation.
29 years in the accommodation industry allowed me to see customers at their best and worst. Trying working with customers who pay good dollars for nothing more than time. They take nothing home but memories. On top of that, sleep is such a personal thing and one of the most difficult challenges when it comes to pleasing someone.
My experience covers all aspects of business. Dealing and managing B to C and B 2 B.

Where and when these skills come in to play

We often think of frontline retail, bank tellers or restaurant staff when it comes to customer service. It's true they have a difficult job and I have spent many years on those front lines and understand the challenges these most valuable employees face.

Thanks to t technology theres another key part of customer service that hasn't existed as long as I have... Online. Spending so many years in the hospitality industry had me bear witness to the first and most widely used activity of online reviews. To this day I see that most companies do not understand how to manage and worse, how to respond to online reviews. These reviews have more impact than any one customer in your place of business. I spent years not only replying to hundreds of reviews in the many different platforms that they reside but also assisting and even teaching others how to do just that. Words matter. Empathy matters.