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www.universitybusiness.co.uk | T: @UB_UK For more catering and hospitality news click here Customer service remains key
The latest research insight report from People 1st has suggested that customer service skills are still not up to the standard that employers in the hospitality industry would like to see. The report found that while 87% of
businesses said that customer service would be important for them in the next 3–5 years, 53% of employers believe that their employees lacked these vital skills. The insight found that the case was
even worse for sales and customer service roles, where 70% of employees were believed not to have the right skills. Martin-Christian Kent, executive director at People 1st, said that while a lot of work had been done in the past few years to address customer service needs, there was clearly a lot more work to be done. “Employers have clearly recognised that
ensuring good customer service is vital to their business and they have adapted to that need. But as customers’ expectations continue to rise, they need to make sure that they also raise the bar. With many businesses continuing to say there is a shortage of customer service skills among staff, there’s clearly more work to do.” While the report found that 66%
of businesses had trained customer service staff in the past 12 months, it also found that 41% of employers found
that performance had not improved. “It’s a worrying trend when we see
employers investing so much money in training and not geting the returns they’d like – and we have to question why that is,” said Martin-Christian. “Employers need to be looking at
whether the training they’re offering is relevant and that there is support for it at all levels, but it can’t stop there. They need to ensure that employees are empowered to make changes in their roles to ensure that customer service needs are addressed.”
Lotus Biscoff ventures into the Kitchen
Crushed, and sieved to ensure that it maintains its distinctive crunch when used as an ingredient, Lotus Biscoff Crumb acts as the finishing touch for drinks, cakes and ice cream. So impressed was Clive Roberts,
Chairman of The Master Chefs of Great Britain and proprietor of the Old Forge in Storrington, after he trialled the Biscoff ingredient products that he now uses them in a number of dishes including his famous bread and buter pudding: “Using Lotus Biscoff Spread in my bread and buter pudding recipe gave it a totally unique twist, so much so, that it has become a staple on my menu with many of my customers telling me how much they look forward to it. From a chef’s point of view, the delicious caramelised spread is a great substitute for buter or sugar as it melts really easily but once cooled regains its sticky texture.”
DaVinci Gourmet’s Honeycomb syrup is the latest addition to its re-launched range, using only natural colours and flavours. With a toffee and caramel aroma, sweetened flavour and bubbly taste that melts in the mouth, Honeycomb syrup is the perfect complement to a hot chocolate or a nuty mocha. Hot chocolate is loved in
its own right as a warming, indulgent drink, with 53% of European consumers viewing it as a treat. An alternative to caffeinated drinks, it boasts a broad appeal across all age groups. DaVinci Gourmet Chocolate sauces and syrups enable caterers to create deluxe hot chocolates that encourage customers to trade up from standard beverages. The belief that hot
chocolate is a flavoursome drink is shared by 33% of consumers. To capitalise on this, DaVinci Gourmet Hazelnut syrup can be mixed with DaVinci Gourmet Chocolate sauce and hot milk, to deliver an ultimate Hazelnut Hot Chocolate Treat.
WARM UP WINTER WITH DAVINCI GOURMET
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