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m: 07917 150226
The hospitality industry, by nature, deals daily with human behaviour, and the key ingredient for the success of the pub industry is people, both internal and external customers. The rising cost of living has led guests to re-evaluate their spending priorities, resulting in higher expectations.
Your Front of House team are the face of your entire business
​Many companies invest in excellent in-house training, equipping teams with the basic skills to
serve guests, while also providing cross-training that allows them to work in both the kitchen and cellar. These skills, although essential, predominantly benefit the business, not the guest. If you want your guests to be your advocates, you must rethink your method of Customer Experience training.
Online training & company training manual methods are no longer good enough
At CX Training for Pubs, our training is in-person and teaches your CX champions how to use their empathy and emotional intelligence when caring for guests, which will arm them with the tools needed to ensure your guests leave feeling valued, listened to, and happy, having enjoyed an excellent experience.
​Many Front of House team members do not have the skills required, are uncomfortable, and lack confidence when dealing face-to-face with guests
This has led to the team members being unable and/or unwilling to interact with customers to the level that is needed to deal with issues and ensure the customer experience meets the rising expected standards. Teaching people how to interact with people through a screen or book does not work, or, put simply, to teach people how to be comfortable with human interaction, you need human interaction.
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