Case study A

First class customer service is vital to ensuring a pleasurable experience for our guests. We strive for excellence in everything that we do, and this must be reflected in how we greet our customers and accommodate their needs. All staff members must be familiar with this policy and apply it to their practice in their role.

Engage in role play with your peers. A peer will be needed to assume the role of the external customer, and another will take the role of a supervisor - should one be required.

A peer will take on the role of an elderly customer who has made a booking for a ruby wedding anniversary celebration and has been told by one of your colleagues that the venue is accessed via four flights of stairs. The customer has entered your place of work to discuss their booking.

You must:

Greet and demonstrate customer service in line with Case Study A

Identify the customer's requirements using effective communication techniques

Follow designated organisational response times

Apply procedures to respond to and resolve any complaints should they arise, escalating only where organisational process stipulates