Room to raise service standards


CUSTOMER service in Scotland’s bars and restaurants has advanced greatly in recent years – but there’s still room for improvement.

That was the message from training providers contacted by SLTN last week, who said well-trained staff are key to the success of hospitality businesses.
“Over the past few years there has been a definite trend of improved customer service as this becomes the point of difference in a challenging economic market,” said Antonia Jackson, development manager at Flow Hospitality Training.
“There are a huge number of options when it comes to choosing where to eat, drink and sleep and the rise of social media and review sites means now, more than ever, customer service must be a priority for businesses.
“Great customer service builds loyalty, creates growth and delivers returns.”
Susan Earle, training manager at bar and restaurant operator G1 Group, said training should be ongoing throughout an employee’s career.
“I think it is important to remind staff each day that their main role is to provide a fantastic experience to all customers that they interact with,” she said.
Meanwhile, online training provider CPL e-learning has launched a new website to provide a range of staff skills training, including customer service.