{"id":43405,"date":"2021-08-30T13:04:48","date_gmt":"2021-08-30T11:04:48","guid":{"rendered":"https:\/\/attensi.dev.kodeks.no\/?post_type=learn&#038;p=43405"},"modified":"2024-02-15T08:42:23","modified_gmt":"2024-02-15T07:42:23","slug":"wie-sie-unvergessliche-kundenerlebnisse-zu-einem-markenzeichen-ihrer-gastfreundschaft-machen","status":"publish","type":"learn","link":"https:\/\/attensi.com\/de\/ressourcen\/webcasts\/wie-sie-unvergessliche-kundenerlebnisse-zu-einem-markenzeichen-ihrer-gastfreundschaft-machen\/","title":{"rendered":"Wie Sie unvergessliche Kundenerlebnisse zu einem Markenzeichen Ihrer Gastfreundschaft machen"},"content":{"rendered":"\n\n<section class=\"pb-hero  left-right bg-storm \" >\n\n  \n    <div class=\"block-inner\">\n      <div class=\"bg-grid grid cg-0 rg-0 full\">\n\n        \n        <div class=\"content-col\">\n          <div class=\"padding-el grid rg-50 rg-m-40 rg-s-30\">\n\n                          <div class=\"breadcrumbs\">\n                <div class=\"grid side-padding\">\n                  <div>\n                    <span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" title=\"Gehe zu Attensi.\" href=\"https:\/\/attensi.com\/de\/\" class=\"home\" aria-current=\"page\"><span property=\"name\">Attensi<\/span><\/a><meta property=\"position\" content=\"1\"><\/span>                  <\/div>\n                <\/div>\n              <\/div>\n            \n            <div class=\"main-grid side-padding grid-12 ac standard\">\n              <div class=\"text-col grid-12 grid-m-8 grid-s-4 rg-75 rg-m-0 rg-s-25\">\n                <div class=\"inner-text-col\">\n\n                                      <h1>\n                                                                    <span style=\"font-size: 24px\">WEBCAST<\/span><br> Wie Sie unvergessliche Kundenerlebnisse zu einem Markenzeichen Ihrer Gastfreundschaft machen                                          <\/h1>\n                  \n                  \n                                          <p class=\"lead\">Erfahren Sie von Jane Murray, Global Head of Learning bei Marston&#8217;s, was es hei\u00dft, einen gleichbleibend exzellenten Kundenservice zu bieten.<\/p>\n                    \n                  \n                <\/div>\n\n\n                \n              <\/div>\n\n              <div class=\"img-col mt-embed\">\n\n                \n                                      <div class=\"outer-embed-container\">\n                      <div class=\"embed-container\">\n                        <iframe title=\"Martons Webcast final\" src=\"https:\/\/player.vimeo.com\/video\/578417224?h=da4f5399c0&amp;dnt=1&amp;app_id=122963&#038;dnt=1\" width=\"640\" height=\"360\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" id=\"embedded-video-de2XpLWT\" loading=\"lazy\"><\/iframe>\n                        \n            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&amp; Development bei Marston&#8217;s PLC ist <a href=\"https:\/\/www.linkedin.com\/in\/janemurraytraining\/\" target=\"_blank\" rel=\"noopener\">Jane Murray<\/a> diese Herausforderung nicht fremd, denn sie hat genau diesen Auftrag seit Mitte 2020 auf ihrem Schreibtisch. Jane und ihr Team sind f\u00fcr die gr\u00f6\u00dfte Trainingseinf\u00fchrung in der langen Geschichte des Unternehmens verantwortlich. Eine, die vor allem die Erfahrung der Kunden in den Vordergrund stellt.<\/p>\n<p>Wir haben uns mit Jane unterhalten, um mehr dar\u00fcber zu erfahren, wie man einen gleichbleibend exzellenten <a href=\"https:\/\/attensi.com\/de\/loesungen\/mitarbeitertraining\/training-fuer-den-kundenservice\/\">Kundenservice<\/a> bieten kann. Und wir wollten wissen, welche Ratschl\u00e4ge sie Gastronomen geben w\u00fcrde, die mit weniger Personal mehr leisten m\u00fcssen.<\/p>\n<p>Klicken Sie auf das Video, um das Gespr\u00e4ch in voller L\u00e4nge zu sehen, oder lesen Sie weiter unten eine praktische Zusammenfassung einiger der wichtigsten Erkenntnisse.<\/p>\n<p>&nbsp;<\/p>\n<h3>Ihre Mitarbeitenden sind das Alleinstellungsmerkmal<\/h3>\n<p>Die Vermittlung effektiver <a href=\"https:\/\/attensi.com\/de\/loesungen\/soft-skills-training\/\">&#8222;Soft Skills&#8220;<\/a> ist f\u00fcr jede Rolle mit Kundenkontakt von grundlegender Bedeutung, vor allem aber f\u00fcr die im Gastgewerbe. Vor allem, wenn 7 von 10 Verbrauchern sagen, dass sie bereit sind, mehr zu zahlen, wenn sie ein Unternehmen besuchen, das einen guten Service bietet<sup>1<\/sup>.<\/p>\n<p>Es ist jedoch eine Sache, die &#8222;Kunden mit einem L\u00e4cheln zu begr\u00fc\u00dfen&#8220; oder das Personal aufzufordern, immer die &#8222;extra Meile zu gehen&#8220;. Aber was bedeuten diese Begriffe in der Praxis wirklich?<\/p>\n<p>F\u00fcr Jane und ihr Team bei Marston&#8217;s ist es die F\u00e4higkeit, authentisch mit den Kunden zu interagieren, die aus einem &#8222;guten&#8220; Service einen &#8222;gro\u00dfartigen&#8220; macht. Das kann in vielen Formen geschehen: eine pers\u00f6nliche Men\u00fcempfehlung, das Angebot, ein Gruppenfoto zu machen, oder das Erkennen, dass eine Familie mit kleinen Kindern einen Hochstuhl braucht, <em>bevor<\/em> sie danach fragt.<\/p>\n<p>Es w\u00e4re nat\u00fcrlich unm\u00f6glich, eine vollst\u00e4ndige Liste aller m\u00f6glichen Eventualit\u00e4ten in einer Dienstleistungsumgebung zu erstellen. <a href=\"https:\/\/attensi.com\/de\/loesungen\/gastgewerbe\/\">Aber wenn Sie Schulungen im Gastgewerbe anbieten, die sich auf lebensnahe Arbeitsszenarien und Beispiele st\u00fctzen, k\u00f6nnen Sie Ihren Angestellten eine Verhaltenskonzeption f\u00fcr die Arbeit vermitteln.<\/a><\/p>\n<p>Wenn Sie sie in einer sicheren, wiederholbaren Umgebung mit Situationen konfrontieren, mit denen sie in ihrem Arbeitsalltag wahrscheinlich konfrontiert werden, ist das eine ideale Vorbereitung. Eine Umgebung, in der sie ohne negative Folgen Fehler machen k\u00f6nnen, aus denen sie lernen und beim n\u00e4chsten Mal besser vorbereitet sind.<\/p>\n<p>Wenn Sie mit gro\u00dfartigen Veranstaltungsorten, der Qualit\u00e4t Ihrer Speisekarte oder sogar mit <a href=\"https:\/\/attensi.com\/learn\/insights\/why-staff-are-key-to-your-experiential-hospitality-success\/\">originellen Erlebnisideen<\/a> konkurrieren, kommen Sie nur bedingt weiter. Wenn Ihre Mitarbeitenden nicht in der Lage sind, das Versprechen eines gro\u00dfartigen Tages\/Abends zu erf\u00fcllen, nach dem sich Ihre Kunden sehnen, befinden Sie sich auf verlorenem Posten.<\/p>\n<p>&nbsp;<\/p>\n<h3>Mehr erreichen mit weniger Personal an Bord<\/h3>\n<p>Hervorragende Mitarbeitende sind die wichtigste Voraussetzung f\u00fcr ein hervorragendes Gastgewerbe. Da jedoch viele Besch\u00e4ftigte des Gastgewerbes infolge der Pandemie die Branche verlassen haben, ist der Personalmangel eine Herausforderung, mit der die meisten Betreiber heute konfrontiert sind.<\/p>\n<p>Nach Angaben des Office for National Statistics ist die Zahl der Besch\u00e4ftigten im Gastgewerbe allein im Vereinigten K\u00f6nigreich zwischen 2020 und 2021 um mehr als 355.000 zur\u00fcckgegangen<sup>2<\/sup>.<\/p>\n<p>Als jemand, dem das Problem nicht fremd ist, hatte Jane die folgenden 3 Ratschl\u00e4ge f\u00fcr andere Gastgewerbebetreiber parat:<\/p>\n<ul>\n<li><strong>Priorisieren Sie das, was Ihren G\u00e4sten wichtig ist:<\/strong> Angesichts begrenzter Ressourcen ist es wichtig, sich auf die Dinge zu konzentrieren, die f\u00fcr Ihre Kunden am wichtigsten sind. Das Wichtigste ist, dass Sie sich auf das Wesentliche Ihres Angebots konzentrieren. Streichen Sie alle unn\u00f6tigen Komplikationen und sorgen Sie daf\u00fcr, dass Ihre Kunden in erster Linie das bekommen, was sie von Ihrem Unternehmen erwarten.<\/li>\n<li><strong>Halten Sie Ihr bestehendes Personal bei der Stange:<\/strong> F\u00fcr die bestehenden Angestellten ist es wichtig, dass sie motiviert bleiben und Spa\u00df an ihrer Arbeit haben. Wahrscheinlich verlangen Sie von ihnen mehr Verantwortung, als sie urspr\u00fcnglich erwartet haben. Sorgen Sie daf\u00fcr, dass dies durch Vertrauen, aktives Zuh\u00f6ren und (wenn m\u00f6glich) durch zus\u00e4tzliche Schulungen unterst\u00fctzt wird, die sie ben\u00f6tigen, um sich zu verbessern und weiterzukommen.<\/li>\n<li><strong>Machen Sie Ihr Unternehmen zu einem bevorzugten Arbeitgeber:<\/strong> Es liegt an Ihrem Team zu zeigen, dass das Gastgewerbe eine Karriere mit enormen Aufstiegschancen ist. Oder auch nur ein von der Gemeinschaft gepr\u00e4gtes Umfeld f\u00fcr Teilzeit- oder Zeitarbeitskr\u00e4fte, die sich etwas dazuverdienen wollen. Da es immer weniger Bewerber auf dem Markt gibt, wird der Wettbewerb um neue Gesichter auf absehbare Zeit hoch sein.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Mehr als Rollenspiele in der Ausbildung<\/h3>\n<p>Eine traditionelle Methode in der Ausbildung im Gastgewerbe ist das oft &#8222;gef\u00fcrchtete&#8220; Rollenspiel.<\/p>\n<p>Richtig gemacht, k\u00f6nnen effektive Rollenspiele dazu beitragen, das Selbstvertrauen Ihres Teams zu st\u00e4rken, seine F\u00e4higkeit zum Zuh\u00f6ren zu entwickeln und kreative Probleml\u00f6sungen zu f\u00f6rdern. Dies gilt insbesondere f\u00fcr den Umgang mit anspruchsvollen Kunden oder unerwarteten Umst\u00e4nden.<\/p>\n<p>Es gibt nur ein Problem. Nicht jeder mag die Vorstellung, sich in einer Gruppe vor Gleichgesinnte zu stellen und seine F\u00e4higkeiten kritisieren zu lassen.<\/p>\n<p>Die furchtloseren Teammitglieder m\u00f6gen die Chance auf ein wenig Amateurdramatik bei der Arbeit ergreifen. Aber f\u00fcr diejenigen, die ein milderes Gem\u00fct haben, k\u00f6nnten Rollenspiele etwas sein, das sie durchstehen m\u00fcssen. Noch wichtiger ist, dass diese Teammitglieder nicht ann\u00e4hernd so viel aus den Sitzungen mitnehmen werden, wie Sie vielleicht hoffen.<\/p>\n<p>Dieses Problem hat Jane erkannt, als sie \u00fcber die ideale L\u00f6sung f\u00fcr die Schulung ihrer Angestellten bei Marston&#8217;s nachdachte. Durch die Entscheidung f\u00fcr ein <a href=\"https:\/\/attensi.com\/de\/loesungen\/warum-gamifiziertes-training\/\">Simulationstraining<\/a> mit Spielen konnte ihr Team von den Vorteilen eines Rollentrainings profitieren, allerdings in einem Format, das es den Angestellten erm\u00f6glichte, ihre Soft Skills in ihrem eigenen Tempo zu verbessern. Und das, ohne vor dem Rest der Klasse aufstehen zu m\u00fcssen.<\/p>\n<p>Dar\u00fcber hinaus konnte das Team von Janes anhand der <a href=\"https:\/\/attensi.com\/de\/loesungen\/attensi-portal\/\">Daten und Analysen<\/a>, die das Simulationstraining lieferte, einige interessante Trends erkennen. Die Standorte, die am meisten trainiert hatten, schnitten im Kundenservice deutlich besser ab.<\/p>\n                <\/div>\n            \n        <\/div>\n\n        \n    <\/div>\n\n    <style>@media screen and (min-width:90em){section.pb-texteditor{padding:6rem 0}}@media screen and (min-width:62.0625em) and (max-width:89.9375em){section.pb-texteditor{padding:4.5rem 0}}@media screen and (min-width:48em) and (max-width:62em){section.pb-texteditor{padding:4rem 0}}@media screen and (max-width:47.9375em){section.pb-texteditor{padding:2.5rem 0}}section.pb-texteditor.no-top-padding{padding-top:0!important}section.pb-texteditor.no-bottom-padding{padding-bottom:0!important}section.pb-texteditor.bg-storm{background:#1B2231}section.pb-texteditor.bg-stormlight{background:#20293C}section.pb-texteditor.bg-storm :not(.btn),section.pb-texteditor.bg-storm ul li::marker,section.pb-texteditor.bg-stormlight :not(.btn),section.pb-texteditor.bg-stormlight ul 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blockquote{margin-left:9%;margin-right:9%}}<\/style>\n<\/section>\n\n\n<section class=\"pb-share bg-white\">\n    <div class=\"block-inner\">\n        <div class=\"grid side-padding rg-15 align-grid\">\n\n            <h2>Teilen auf:<\/h2>\n            <div>\n                <ul class=\"sharing\">\n                    <li class=\"sharing-link\">\n                        <a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fattensi.com%2Fde%2Fressourcen%2Fwebcasts%2Fwie-sie-unvergessliche-kundenerlebnisse-zu-einem-markenzeichen-ihrer-gastfreundschaft-machen%2F\" aria-label=\"Facebook\">\n                            Facebook\n                        <\/a>\n                    <\/li>\n                    <li class=\"sharing-link\" aria-label=\"X\/Twitter\">\n                        <a href=\"http:\/\/twitter.com\/share?text=Wie Sie unvergessliche Kundenerlebnisse zu einem Markenzeichen Ihrer Gastfreundschaft 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ul{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:row wrap;flex-flow:row wrap;margin:-0.3125rem -0.625rem;list-style:none;padding:0}section.pb-share ul li{padding:0.3125rem}section.pb-share ul li a{display:inline-block;padding:0.3125rem;color:#000000;-webkit-transition:opacity 0.3s;transition:opacity 0.3s}section.pb-share ul li a:hover{opacity:0.7}<\/style>\n<\/section>\n\n\n<section class=\"pb-contact bg-stormlight  layout-stacked\" >\n    <div class=\"bg-grid full grid cg-0 rg-0\">\n\n                    <div class=\"bg-col\"><img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/attensi.com\/wp-content\/uploads\/Graphic-Background-new-1.svg\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" \/><\/div>        \n        <div class=\"content-col\">\n\n            <div class=\"structure-grid side-padding grid-12 grid-m-8 grid-s-4 rg-xxl-75 rg-xl-70 rg-55 rg-m-60 rg-s-40\">\n\n                                    <div class=\"intro-section fade-me\">\n\n                        \n                                                                                    <h2 class=\"block-heading\">Sind Sie bereit, <span>Ihr Training auf das n\u00e4chste Level zu bringen?<\/span><\/h2>\n                                                    \n                        \n                    <\/div>\n                \n                \n                <div class=\"form-col\">\n\n                                            \n                            \n                        \n                            \n                        \n                                                            <div class=\"form-wrapper fade-me\">\n\n                                    \n                                                                            \n\t\t\t\t\t\t<script>\n\t\t\t\t\t\t\twindow.hsFormsOnReady = window.hsFormsOnReady || 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.intro-section,section.pb-contact.layout-stacked .structure-grid .text-col{grid-column:1\/-1}}<\/style>\n<\/section>\n\n\n<section class=\"pb-post-type bg-storm layout-entry \" >\n\n  <div class=\"side-padding grid\">\n    <div>\n\n                        <h2 class=\"block-heading no-text\">Das k\u00f6nnte Sie auch interessieren<\/h2>\n              \n      \n      \n\n        \n        \n                      <div class=\"flex-grid center col-4\">\n                        \n                \n<article class=\"post-types-card standard-title\">\n  <div class=\"wrapper grid acs rg-20 rg-m-20 rg-s-15\">\n\n    \n              <div class=\"top always-show\">\n          <a class=\"wrapper-link\" href=\"https:\/\/attensi.com\/de\/ressourcen\/webcasts\/die-zukunft-von-fitness-ld-mit-tess-gorman-und-sarah-kiernan-von-solidcore\/\">\n            <div class=\"img-wrapper\">\n              <img decoding=\"async\" src=\"https:\/\/attensi.com\/wp-content\/uploads\/solidcore-podcast-1280x853.png\" alt=\"Die Zukunft von Fitness L&#038;D mit Tess Gorman und Sarah Kiernan von solidcore\" loading=\"lazy\" \/>            <\/div>\n          <\/a>\n        <\/div>\n          \n    <div class=\"bottom grid rg-20 rg-m-20 rg-s-15\">\n\n              <h3>Die Zukunft von Fitness L&#038;D mit Tess Gorman und Sarah Kiernan von solidcore<\/h3>\n      \n      \n\n      <div class=\"read-more-wrapper\">\n        <a href=\"https:\/\/attensi.com\/de\/ressourcen\/webcasts\/die-zukunft-von-fitness-ld-mit-tess-gorman-und-sarah-kiernan-von-solidcore\/\"><span>Mehr lesen<\/span><\/a>\n      <\/div>\n\n    <\/div>\n\n  <\/div>\n<\/article>                        \n                \n<article class=\"post-types-card standard-title\">\n  <div class=\"wrapper grid acs rg-20 rg-m-20 rg-s-15\">\n\n    \n              <div class=\"top always-show\">\n          <a class=\"wrapper-link\" href=\"https:\/\/attensi.com\/de\/ressourcen\/webcasts\/bier-und-simulationen-attensi-im-craft-brewery-podcast\/\">\n          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.btn-wrap{text-align:center}@media screen and (min-width:90em){section.pb-post-type.layout-entry .btn-wrap{margin-top:5rem}}@media screen and (min-width:62.0625em) and (max-width:89.9375em){section.pb-post-type.layout-entry .btn-wrap{margin-top:3.75rem}}@media screen and (min-width:48em) and (max-width:62em){section.pb-post-type.layout-entry .btn-wrap{margin-top:3.125rem}}@media screen and (max-width:47.9375em){section.pb-post-type.layout-entry .btn-wrap{margin-top:2.5rem}}<\/style>\n<\/section>\n\n\n<section class=\"pb-texteditor bg-stormlight  width-narrow\" id=\"sources\">\n    <div class=\"main-grid side-padding grid-12 grid-m-8 grid-s-4 rg-xxl-75 rg-xl-70 rg-55 rg-m-60 rg-s-40 \">\n\n        \n        <div class=\"text-section fade-me\">\n\n                            <div class=\"the-content\">\n                    <h3>Quellen<\/h3>\n<ol class=\"sources\">\n<li>\n<p class=\"epi-fontLg bwalignc\">#WellActually, Americans Say Customer Service is Better Than Ever, <em>businesswire.com\/news\/home\/20171215005416\/en\/WellActually-Americans-Say-Customer-Service-is-Better-Than-Ever<\/em><\/p>\n<\/li>\n<li>\n<p class=\"padding-bottom--0 padding-top--0 margin-top--2 font-weight-700 margin-bottom--2 \">Labour market overview, UK: April 2021, <em>ons.gov.uk\/employmentandlabourmarket\/peopleinwork\/employmentandemployeetypes\/bulletins\/uklabourmarket\/april2021<\/em><\/p>\n<\/li>\n<\/ol>\n                <\/div>\n            \n        <\/div>\n\n        \n    <\/div>\n\n    \n<\/section>","protected":false},"excerpt":{"rendered":"<p>Erfahren Sie von Jane Murray, Global Head of Learning bei Marston&#8217;s, was es hei\u00dft, einen gleichbleibend exzellenten Kundenservice zu bieten.<\/p>\n","protected":false},"author":38,"featured_media":89381,"parent":32771,"menu_order":0,"template":"","learn-tax":[79],"class_list":["post-43405","learn","type-learn","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized 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