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SERVICE THAT SELLS CUSTOMER FOCUS<br />
CUSTOMER FOCUS SERVICE THAT SELLS<br />
Satisfaction<br />
GUARANTEED<br />
Last year Amadeus introduced a customer service programme<br />
that created a positive impact on both employees and customers.<br />
‘Service that Sells’ has led to team champions, healthy competition<br />
for prizes and overall greater customer experiences<br />
Service that Sells encourages employees<br />
to find out what a customer wants and<br />
make appropriate recommendations.<br />
Introduced by Operations Director Tony<br />
Baldock, it has already proved to be<br />
effective for customers as it reduces<br />
the effort and time of decision making<br />
needed, so customers get exactly what<br />
they want and in less time so have<br />
an enhanced and positive customer<br />
experience. The programme has been<br />
running successfully in many venues<br />
including the NEC, the ICC, the VOX,<br />
Barclayard Arena, Genting Arena, the<br />
Library of Birmingham, Cadbury World<br />
and Dudley Zoological Gardens.<br />
When customers visit these venues they<br />
engage with teams who are full of energy and this<br />
is due to the training programme. Behind the<br />
scenes the teams have been working hard to set<br />
up the programme in a fun and successful way.<br />
This has included one team turning themselves<br />
into themed hero squads to ensure everyone<br />
gets involved. The programme primarily has<br />
commercial aims – which is to be expected in as<br />
part of a business – but the employees have also<br />
been having fun and enjoying the experience.<br />
Employees are trained in the programme in<br />
various ways, all of which are made as interactive<br />
as possible with an element of fun included.<br />
From flipcharts to game cards and ten-minute<br />
focus sessions to button badges. Tony explains<br />
how this has boosted team morale and staff<br />
motivation, “The training pack really is a super<br />
tool. Alongside the flipchart the team leaders<br />
can use regularly, we have games that help<br />
explain to staff how their sales generate profit<br />
and the impact they can have on business.”<br />
Tony is immensely passionate about the<br />
initiative and believes it has been effective<br />
for both employees and customers. “We really<br />
are living and breathing a retail and sales culture<br />
for the future and it has been an exciting journey<br />
that will long continue.” The programme also<br />
includes mystery shoppers who keep an eye<br />
out for staff members who have the right<br />
attitude and always give the customer a great<br />
customer experience.<br />
Amadeus presents many of the team with<br />
Love2shop vouchers. The rewards are given<br />
as incentives where a number of business areas<br />
reach or exceed their targets. “It’s wonderful to<br />
see the staff getting excited,” Tony says, “It’s<br />
a great motivation for them to get instant<br />
recognition. It shows others that you are<br />
rewarded for doing a good job and encourages<br />
them to immerse themselves into the culture,<br />
which can only be good for our customers.”<br />
As well as the vouchers, employees receive<br />
other forms of instant recognition, such as a<br />
28 GLORIOUS<br />
AMADEUSFOOD.CO.UK 29
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