The Immersion Education Series #Customer Service

Kristy Aylmore

Saturday, 06 July 2024


Continuing from the last edition where we talked about how to give your café an operational health check, we’re bringing some key learnings from a recent speaker session with Chris Firinakus, from 42 Days Consulting.


Immersion Education Series #Customer Service

With the hospitality industry seeing a staffing shortage in the past few years alongside a trend in increased standards of customer service, Chris identified the below key points to focus on in your venues to ensure you keep up with competitors and build a strong team.

Chris’s top three tips:

  • Tip 1: Culture and Leadership. Building a strong team and fostering a culture of continuous, personalized learning is essential. Invest in emotional intelligence, decision-making, and relationship-building skills.
  • Tip 2 Training Reimagined. Shift towards quality learning by making training continuous, fun, and personalised. Incorporate real-time feedback, a variety of learning methods, and ensure the training feels relevant to each individual.
  • Tip 3 Future Skills. Prepare for the future by identifying and developing the most in-demand skills. Focus on generational learning preferences, like micro-learning and video-based coaching, to effectively engage Gen Z employees.


Want more?

Check out the full presentation with Shaun and Chris here for some invaluable learnings to give your café a health check.

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