In January last year, Arena 7 entered into a 10 month programme of continuous improvement through Customer Service Excellence Ireland.
The initial phase of the programme involved measurement of the then standards of customer service and where opportunities existed to further improve the service offering to the customers at the popular Letterkenny Entertainment Complex. This assessment involved management and staff as well as several customer service audits in order to get a high quality base measurement of standards.
All 60 staff at Arena 7 took part in several training initiatives where they themselves created improvement suggestions all aimed at improving the customer experience. Customer Service Excellence Ireland facilitated the workshops but it was the contribution from the Arena 7 team which made the difference through positive and honest suggestions.
The Customer Service Excellence programme is one that was used with great success at the London Olympic games 2012 as well as with Chelsea Football Club in their corporate hospitality. In Ireland, the Cliffs of Moher, which is Ireland’s busiest visitor attraction are among 50 companies who now use the programme. Arena 7 is therefore in good company and alongside world leaders in the delivery of its customer service standards.
Toni Sidonio of Customer Service Excellence Ireland said “We provided the training concept and content but the whole idea is that management and staff, such as those in Arena 7, are best placed to create improved change. They were brilliant and everything discussed was with the customer in mind. Arena 7 are exactly the type of company who we are delighted to work with”.
Following the training phase of the CSEI programme, Arena 7 set about to embed the improvements into their day-to-day offer. There followed a series of further customer service visits….all with the aim of capturing excellence in action at the venue. These follow up customer service audits saw a significant and positive increase in the service quality resulting in a score enjoyed only by three other business in Ireland in 2015 who are involved in the CSEI programme.
“Arena 7 recently returned a customer experience score of 97% and only two others in Ireland have managed to reach those heights”, said Toni Sidonio of CSEI.
Arena 7 is owned and managed by Letterkenny Enda Nicholls who has had a very busy few years in improving the overall offer. The Woodberry Grill in particular is a most popular eating house. Enda has been involved in several Letterkenny Pubs in the past as well as having experience in the New York market. He is involved in the recent purchase of the Brewery Bar at the Market square.
Delighted with the Customer Service Excellence Ireland recognition, Enda this week said;
“We believe that customer service is at the very centre of all that we do here at Arena 7. We may have faith, as we do, in our food quality, the quality of our leisure offer, be that bowling, laser, etc…..however ultimately it is how people feel while they visit us that is the most important element. We were delighted to work with CSEI and of course delighted with the recognition, which is a reflection of the team here and their efforts