Businesses Keen To Improve Customer Experience

hugh town from BuzzaAn expert on customer service says visitors to Scilly can experience perfection or a poor first impression, according to their online comments.

Simon Andrews of Cornwall College collected a sample of reviews about businesses, restaurants and accommodation from Tripadvisor for the Islands’ Partnership members’ seminar.

He says he hasn’t found such a clear spilt between excellent and mediocre comments in the other areas of the Westcountry where he’s held sessions.

And he says the clear message is that visitors to Scilly seem to be having either a “fantastic and flawless experience” or one that’s “horrible.”

Simon is hosting the second of the two workshops today. He’s been impressed by the quality of the first day’s attendees yesterday and said they clearly “had a thirst” to offer the best service for visitors.

The basic principles of customer service are straightforward but very important, says Simon.

And while the psychology of ensuring a good experience can be detailed, the right body language is the key.

He says you need to be aware of the messages you’re giving out, such as standing behind a counter with your arms crossed, talking to a colleague. Straight away, customers will be asking themselves whether they’re going to get the attention they need.

People should just be warm, friendly and welcoming, he says.

Simon says he’d urge anyone who wants to enhance their customer service to enrol on a future course.

He hopes to arrange more advanced level workshops for businesses here with the Islands’ Partnership soon.