“Ensuring customers of all ages have a great experience every time they visit their dining facility is a must,” said Harrison chairman Geoffrey Harrison. “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 training programme has already been awarded a Quality Mark by People 1st, in association with the Hospitality Guild. It is the second Quality Mark the company has received in recent months and demonstrates Harrison’s position as an industry leader in the area of 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 when dealing with Harrison Catering Services.”
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. Each topic is linked to the Harrison Five Fundamentals – Family, Respect, Honesty, Pride and Exceptional Performance – further reinforcing the company’s values.