Testimonials for the Service Achievement Award
“Our experience of undertaking the Service Achievement Award has been an invaluable experience - both as a journey and as a final destination. It's been a highly disciplined, step-by-step process that, over the months, and allowed us to clearly identify our unique benefits. These unique benefits were translated into a Service Promise which we now use for our service delivery, recruitment and training, policy reviews and marketing.
Whereas IIP looks from the inside out, the SAA looks at our business from the outside in. The formal approach of the SSA process meant that we had time to deconstruct what we did by analysing our systems and procedures to identify ways to improve them. We obtained invaluable input from our staff, through our annual Staff Survey, and our guests, through our Guest Survey, so that we understood better how to satisfy their needs and demands. Once we audited our competition were able to clearly identify exactly our Unique Selling Point and how to communicate this to further benefit our guests and staff through the development of our Service Promise.”
Stephanie Scott – Skene House Suites
”Members of my staff and I attended the Service Achievement Award and found it both enlightening and rewarding.
The course was run professionally but at the same was time entertaining, as well as informative. All Go Training's staff seemed to have Anne's enthusiasm which rubbed off on the course participants. It was also nice to note that Go Training staff all had practical experience of the public face of business so could relate to the problems encountered by the course participants.
Anne also had the ability to get the various participating companies to work together to exchange ideas with the possibility of a more enduring link in the future.
All in all, a job well done.”
Wilson Forbes. The Boat Inn (Aboyne) Ltd
“It’s certainly not your average customer service programme. Aimed at owners and managers, the Service Achievement Award encouraged us to take a closer look at our policies, procedures and working practices with a view to providing excellent customer service. Staff and management worked closely to take a more objective view, we became less complacent in thinking we did things properly, and now, with staff more business orientated, we are working as a team to deliver the Miller’s Service Promise”
Marion Miller, Owner of the Millers Visitors Centre
“When taking on an old building with a tarnished reputation, it can be all too easy to measure success by refurbishment, renovations and capital expenditure. You can loose track of what is really important to the customer – what their needs and expectations are and how we meet them.
Through SAA, we have found our focus shifting more towards our customers” experience and what that means to them and us. We have discovered that service standards matter more than anything else and that untrained, dissinterested and unhappy staff will create a very dissattisfied customer, regardless of the quality of our product.
We thought about what we wanted our customers to say about us and turned it into a promise. This promise now makes up the core element of our recruitment process, staff training and operating procedures. The whole team is now involved in monitoring and continually bettering what we offer.
Our success is now measured by staff retention, positive feedback and repeat custom.”