The Conference Cambridge venue-finding service has responded to a mystery shopper exercise which highlighted potential areas of improvement in local venues’ customer service with two bespoke training courses for conference staff at the city’s venues.
The initiative involved sessions focusing on the ‘Customer Experience’ and how to conduct the ‘Perfect Tour’ site visit.
Both sessions were run by Paul Sanders of Shopper Anonymous and were attended by 18 delegates from both academic venues and hotels.
Judith Sloane, deputy manager at Conference Cambridge said: “In addition to the mystery shopper exercise, we also carry out a regular Customer Satisfaction Survey which monitors the level of service received by event organisers making enquiries. Over half the respondents rated the service, speed, quality and relevance of information as excellent which is very encouraging. However, we don’t want to rest on our laurels and neither do our venues. There is always room for improvement and we want to aim for ‘best practice’ and excellence across the board.”
Trainer Paul Sanders added: “By organising this training, Conference Cambridge is demonstrating a real commitment to further improving the excellent service provided by its member venues.
“It was great to see the fantastic level of commitment, enthusiasm and willingness to learn displayed by those attending, including taking on new ideas to improve current practice.”
Caption: Aiming for excellence, delegates on the Conference Cambridge Customer Service Training sessions with Trainer Paul Sanders (centre) from Shopper Anonymous.