Customer Care at The Royal Garden Hotel

The Need

The Royal Garden Hotel in London already prides itself on excellent customer care, but recognises that in an increasingly competitive market, customer care doesn’t just mean dealing with problems, but going the extra mile and making excellence ‘the norm’. So we were asked to bring a touch of theatre to the hotel’s staff development programme. The requirement; to design and deliver workshops for the front of house staff, for it to be relevant, effective and delivered in a way that was memorable and fun. Furthermore, it was to be delivered to delegates of mixed ability and experience and for whom English wasn’t necessarily a first language.

The Solution

CentreStage designed workshops combining a series of live acted scenes performed by professional actors, plenary discussions, interactive exercises, theory input and forum theatre. The acted scenes explore the key issues underlying customer care, such as life from the customer’s point of view, the reasons for bad customer care and the importance of the right first impression. Participants see really good and really bad customer care in action and have the opportunity to improve the outcomes of the scenes by directing the actors through their body language, tone of voice, listening skills and their questioning techniques. Group discussions help draw out learning points in a way that’s relevant and non-threatening.

The Outcome

A motivating, interactive learning experience. Because ‘theatre’ is very visual, it’s memorable. Plus, it breaks down language barriers which might be a hindrance to more traditional training techniques. When delegates are of mixed ability, the interaction and sharing of ideas is particularly important in making sessions inclusive. It makes the more experienced feel they are valued and the less-experienced that they are gaining knowledge. Combining forum theatre with an array of other interactive activities helps create a totally fresh learning experience.

The Benefit

Participants understand what customer care is and why it is essential to the business. They are able to demonstrate a high level of listening and questioning skills and an ability to solve problems, deal with complaints, and handle aggression. All this in a calm, positive and courteous manner. Crucially, participants have an increased awareness of the impact their own behaviour has on customers and consequently the customer’s perception of the organisation. They will more readily empathise with customers and seek to understand what life is like from their point of view. They will recognise that this in turn will make their work easier, more enjoyable and more satisfying.

Increased customer satisfaction, a more motivated and stable workforce, an enhanced reputation, particularly through word-of mouth, have knock-on financial benefits for the organisation.