Before I went into the new Training Academy in Coventry, I was fully aware that Marija Simovic the CEO of Harry Ramsden’s who was due to appear on the Undercover Boss was going to attend. I am generally not intimidated by people that I meet, however when you know that they could be judging you on your knowledge of customer service and coaching skills- even I was a little quieter than normal.
As soon as I got in the room, Mark Maltby (Facilitator of World Class Customer Service) was there to guide me to the seat right next to Marija (CEO & TV star of Harry Ramsden’s). But it was the best seat in the house as had 9 hours of direct insight into the challenges and changes that face them and their team and how they will go on to put it into action. The desire to deliver excellent experiences to their guests and team members was forefront of every point made during the day and it was exuded with enthusiasm from all members that attended.
It was a huge insight to see a passionate CEO and operations team engage and develop strategies to help them when going back to the floor and I have no doubt that the World Class Customer Service Course will encourage this.
At least my seat will get me first on the list for some stonking fish and chips and some welcoming service. But we know it isn’t a quick fix, so I wish her and the team all the luck in the world in reacquainting us with truly great British brand with much loved customer service skills their customers and team deserve.
To see Marija in action visit: http://www.channel4.com/programmes/undercover-boss/4od
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