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BaxterStorey champions The Art of Service

29 April 2014

Two years after launching a hospitality training tool, BaxterStorey says it continues to champion exceptional customer service within the industry

Having teamed up in 2012 with front of house expert Fred Sirieix – star of Michel Roux’s Service TV show which was recently aired on BBC2 – BaxterStorey’s bespoke adaptation of Fred’s interactive training game, ‘The Art of Service’, continues to go from strength to strength.

Designed as an innovative approach to improve the customer journey, ‘The Art of Service’ provides a unique tool for up-skilling and raising the standard, expectations and job satisfaction of waiting staff in a dynamic and fun way. 230 of BaxterStorey’s elite hospitality staff have been trained to date at its restaurants across the country, including Standard Chartered Bank, Goldman Sachs and Network Rail, with some 40,000 customers benefitting as a result.

Michael Iavarone, BaxterStorey’s Operations Manager at Standard Chartered Bank, was the very first Champion trained by Fred Sirieix and has implemented the game within front of house training sessions for his restaurant team. Michael commented: “At Standard Chartered Bank, the ‘The Art of Service’ has become an essential training tool in service excellence and has played an important part in the Bank being considered as one of BaxterStorey’s flagship sites.

“We manage all the customer service areas within the site and I personally continue to use the game as part of my professional development plans for the team to ensure we deliver consistency throughout the customer journey. The game has also enabled the team to think more creatively and experience a range of customer service scenarios in a fun way.”

Oliver Hiner, Deputy General Manager at Standard Chartered Bank, added: “As a fellow Champion of BaxterStorey’s training game, I have recently delivered tutorials across a number of our sites and it has proved an invaluable tool. Its flexibility means I can train teams across various services including reception, hospitality and retail operations and its range of delivery techniques and content means that even the most experienced team member will learn something new. Both our staff and, importantly, our customers have most certainly benefitted from this unique training tool.”


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