Customer service expert tells Merseyside's entrepreneurs the customer is not king!

Over 50 of Merseyside's entrepreneurs gathered at the Liverpool Tate for the Big Breakfast on Friday 13 July to hear customer service expert, Ros Gardner answer their customer service questions

Alliance and Leicester Commercial Bank and Hill Dickinson teamed up to host the latest Big Breakfast event with customer service and complaint handling guru, Ros Gardner, who during an entertaining presentation, told local businesses that the customer is not always king, because their expectations can be too high and cannot always be met.

Businesses were advised to concentrate on creating a positive, proactive relationship with their customers, and improve their customer service skills and policies.

Businesses were encouraged to review the customer service they offer, by adopting the four R's for their staff, Recruiting, Retraining, Rewarding and Retaining.

By recruiting the right people and providing regular training and rewards, businesses will hopefully retain quality staff to promote their brand.

Ros Gardner, said: "Business need to wake up to the importance of delivering good customer service".

"Customers should be at the heart of your business, and are the key to your success".

"The four R's of good customer service apply to any business and are essential in order to retain existing customers and drive new business through your door." Zoe Tarrach, Marketing Manager at the Lord Nelson Hotel in Liverpool said: "I found the advice really useful and it will help me to develop my customer service strategy going forward".

"We take customer service very seriously and constantly strive to improve on the service we offer to our guests".

"Getting practical, useful advice like this from the experts is a real lifeline for businesses and I look forward to putting Ros Gardner's advice to good use." Tim Bartlett, Senior Marketing Manager at Alliance and Leicester Commercial Bank said: "We recruit new customers due to our good value for money products and we recognise that we will only retain our customers through good quality service, provided by our UK call centre based in Liverpool".

"The advice given clearly mirrors what we strive for." Andrea Davies, Business Development Manager at Hill Dickinson adds: "Each Big Breakfast event is designed to make the most of opportunities open to Liverpool businesses, by offering like-minded professionals the chance to meet up and listen to influential guest speakers over a bacon sandwich and cup of coffee." The event was the latest in a series of interactive workshops open to all small to medium sized businesses in Merseyside and has been devised by Capital of Culture Official Partners Alliance and Leicester Commercial Bank (Official Banking Partners) and Hill Dickinson (exclusive Official Lawyers and first Official Partner).

To find out more about how the Big Breakfast events could benefit your business, visit www.08businessconnect.com/thebigbreakfast.

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