Services Sector

Improving customer experience in a chain of cafes and restaurants

Challenge: The chain faced a challenge in declining turnout due to poor customer service.

Training: We provided an intensive program for service providers on:

  • Customer handling skills.
  • Taking responsibility in resolving complaints.
  • How to create some attractions (private wireless internet, children's play area).
  • How to increase sales by improving service quality.

Results:

  • Customer turnout increased by 35% during the three months following the training process.

Action plan to develop the performance of a training company that was suffering from low customer turnout

Phase One: Analysis

1.Evaluate the current situation:

  • Analyze the company's strengths and weaknesses SWOT & TOWS.
  • Measure the performance of different branches and the impact of the current location on customers KPIs.
  • Collect customer and trainee opinions about the location and services by Surveys and Feedback.
  • Collect customer and trainee opinions about the location and services by Surveys and Feedback.

2. Determine the requirements of the new headquarters:

  • Choose a location that is easy to access, close to public transportation.
  • Ensure that there are sufficient parking spaces and spaces for trainees.
  • Design the new headquarters to be more modern and attractive.

Phase Two: Implementation and Development

3. Change the headquarters:

  • Recommend searching for a suitable headquarters based on the specified budget.
  • Recommend negotiating contracts and leases at the best prices.
  • Recommend equipping the headquarters with the latest technologies and advanced training halls.
  • Recommend equipping the headquarters with the latest technologies and advanced training halls.

4. Improve the quality of training:

  • Purchase the latest training programs Market Trends necessary to attract a larger segment of customers.
  • Introduce modern training methods (interactive training, distance learning).
  • Raising the level of trainers explaining the training programs.
  • Making short videos explaining the goal of the training program and the target audience.
  • Promoting appropriate advertising campaigns on various social media.

Results:

  • Two more branches of the company were opened in the same city.
  • Increasing demand for training programs through advertisements by 64%.
  • Increasing the overall revenues of the entire project by 57% within a year.