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0:00
Tourism is a people business.
Tourism reputations
are built on the passion
and dedication of the people.
My name is Rick Turner.
I am the director of the Flock,
of a tourist attraction
in North Devon
called The BIG Sheep.
I've been running
this for 30 years,
and we've won national,
international, and local awards
for customer service
and business.
0:21
The BIG Sheep is
a farm park-cum-theme park.
We employ a hundred people
in the main summer season.
And the focus is obsessively
on customer service,
employing fantastic
people to deliver it,
and ensuring that we
get great rave reviews
and people come back
time and time again.
We're the most popular
attraction within our area.
And I'm going to explain
to you some of the ways
in which we recruit,
retain, motivate,
and ensure that
the business is continually
growing and getting
more successful.
0:55
Customer service,
it's really not that difficult.
All you have to do is figure out
what the customer wants
and then give it
to them accurately,
politely, and enthusiastically.
1:06
What is great customer service?
And what is appallingly
bad customer service?
Normally,
in a restaurant environment,
we tend to recognize
really bad service very quickly,
and certainly being
ignored by waiting staff,
by the manager
really does upset people.
Often, you get no eye contact
whatsoever in a pub,
or a restaurant, or in a hotel.
You're waiting to try
and get service.
So the flipside of that
is great service,
is attentive,
attention to detail.
Making sure that people are
recognized immediately
when they come into
an establishment,
and then making sure
that there's attentive service
throughout that time.
