“Ensuring customers of all ages have a great experience every time they visit their dining facility is a must. Our training programme supports every employee, from kitchen porter to manager, in providing excellent customer service by developing their skills and demonstrating how they as individuals can make a difference.” The speaker is the chairman of Harrison Catering Services, Geoffrey Harrison, and he is describing the recently introduced ‘Harrison Smile’ training programme. The programme has been awarded a quality mark by People 1st, in association with the Hospitality Guild. It is the second quality mark the company has received for its training and development.
Annette Allmark, head of professional standards at People 1st, said: “The panel agreed that ‘The Harrison Smile’ is a well-constructed customer care training programme that encourages active participation from the learner through group sessions and workbook exercises. The content is well thought out and the programme clearly demonstrates the company’s desire to ensure its staff provide customers with a consistent, enjoyable experience.”
All Harrison staff receive the customer care training, which focuses on the principles of service excellence and how individuals can make a difference, as well as the importance of a ‘can-do’ attitude and approaching work with energy and enthusiasm.
An independent evaluation of the training programme conducted by People 1st, demonstrated that it delivers measurable results, with a 424 per cent return on investment. The evaluation also helped to highlight changes that had taken place after the training, helping to identify other, indirect benefits, such as improved sales and people working more effectively as a team.