Following discussion in the previous blog entry, the
UK has spent the years fretting over London’s preparedness to meet customer
service expectations (Institute of Customer Service, 2010). However, having spent the past couple of weeks
glued to the TV set watching the finest athletes from around the world take
centre stage, the 2012 Games have been hailed as an overwhelming success throughout the UK and indeed from all over the world. However some individuals deserve a particular thank you
for going that extra mile.
"An
organisation’s success is dependent upon the quality of service delivered to
its customers. In today’s market, this means providing an exceptional service
at all points of interaction with the customer.”
In this case, the ‘organisation’ was London and the
UK, and the customers, tourists from all over the world. Equally, ‘at all
points of interaction’ in this case has been everything from hotels, to the
transport system to the Olympic event itself. Accordingly, introducing the
unsung heroes of the Olympics, delivering unequivocally British customer
service excellence:
·
The Army – After
the ‘humiliating shambles’ that was G4S Security,
HM Armed Forces stepped in to fill the embarrassing void. The Army’s presence
was met with a warm public reception as they performed security checks with integrity
and efficiency
·
The Police – Smiling in
photos with the public and keeping London safe
·
The thousands of Games Volunteers - Bringing a cheeriness money can’t buy to the
Games with their big foam fingers
·
The Hyde Park Live Staff – Going the extra mile to deliver
exceptional customer service to visitors, one security official directing
people learnt “Please stand in this line and have your bags open ready for it
to be searched, thank you” in 6 languages especially for the Games
·
The Cleaners – The
Olympic venues have been praised for being exceptionally clean which has
undoubtedly had a profound effect on the overall customer experience of
visitors
·
The Transport Network – Employees dealing with everything from lost
tourists to lost Olympic tickets
and one tube conductor in particular kept the early morning commuters smiling:
@SmashBri
: Station announcer at Victoria Station: "Train is ready to depart, on
your marks, get set, go!" #GoodBanter #London2012 #Olympics
@mossy99
: Love the guy on the platform at Victoria station welcoming people to #london2012 and telling trains to get on their marks, get
set and go
@LorenNaish:
Loving #VictoriaStation
tube platform announcer & Team Jamaica fan: "Driver, on your marks,
get set... & go, like Usain Bolt" :) #London2012
So that your business can draw on the momentum of
these fantastic Olympic Customer Service examples, find out more about the
Customer Service training we can offer here. Or for more details please contact us on 0800 022
3410 or email us with your query: enquiries@capita-ld.co.uk
