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Continuous Improvement

In this exercise, staff are asked to rate a hotel based on one guest's experience.
Although of obvious benefit when training in the hospitality arena, the exercise transfers well to other industries too.

The aims of this session are:

• To illustrate the importance of customer service.
• To demonstrate how low-cost customer service improvements can benefit an organisation’s reputation.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.
• To identify things that needs to be taken into consideration when planning continuous improvement activities.
• To plan one improvement that can be implemented in the workplace.

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