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Make Venues highlights importance of customer service in new report

Make Venues has announced the launch of a new report that looks into the "need for and nuances of customer service".

The white paper, 'Understanding Excellence’ provides discussion about the meaning of service in business and what the event industry can learn from leading brands. In particular, it looks at how household brands such as Warby Parker, SouthWest Airlines and Lyft, have demonstrated quality in this area.

The report forms part of the group’s research into "how quality can be both achieved and maintained in the long term".

David Vaughton, Make Venues Managing Director, said: “We have spent years assessing what great customer service looks like and what it means to our customers. Over the last few months though, what has become clear to us is that service remains a reassuring factor for businesses looking to invest in meetings.

“It’s why we, as a management team, have focused on it around everything we have done since the lock down, and it remains a big part of our reopening commitments.”

As well as evaluating the successes of some big brands, the 24-page white paper also offers some insight from Ken Kelling, a life coach who specialises in exploring purpose, as well as a foreword from Make Venues’ David Vaughton.

Vaughton added: “At present our clients are looking to us to fulfil their event objectives as well as ensure their safety, but this should not come at a price. We don’t want them to feel that quality is comprised. Our white paper looks at what the term customer service represents and how we can consistently achieve it."

The full report can be downloaded here.