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As a busy events venue welcoming thousands of delegates every year, one of the most important teams is the Front of House.
They are the first point of contact that customers have with the company and embody our brand values and represent the venue in the best possible way.
To celebrate National Receptionist Day, we spent some time with three members of RCP London Events’ Front of House team, Eli (Front of House Manager), Bruno (Guest Relations) and Barbara (Receptionist), to discuss what they like about their client-facing roles and customer service.
What do you love about working with customers?
Barbara - What I like the most is the chance to meet new people every day and connect with each of them, having the chance to interact and build relationships with them.
Tell us a funny story about something you encountered in customer service/reception?
Barbara - We have plenty of nice customers and most of them are very grateful for our help, they are friendly and make jokes, they make our days happier. Sometimes they even give us sweets! Last time one new fellow brought us a box of sweets from India. This type of gesture is important in letting us know that we are delivering them a good service.
What makes a good customer service representative?
Eli - Consistently meeting customers’ expectations and providing great customer service which is quick, easy, personalised, empathetic and consistent with the needs of our customer base. Taking the time to listen to customer requests and understanding their needs and making sure that we meet all their expectations is also paramount. In addition, going the extra mile to identify and provide any unplanned needs that the customers may have overlooked for the event in question.
Bruno - Excellent customer service, to me, means making sure that people leave RCP London Events happy and with a good memory of us, wanting to come back. I always do anything I can to make sure all client’s needs are dealt with swiftly, either by helping them directly or referring them to the right department. The most important thing is that clients feel welcome and safe at our venue, and know that we care about them and their event.
Barbara - An honest smile and a professional attitude with a friendly approach. Also, the curiosity to know more about the client and the desire to always deliver excellent customer service.
"It’s important to give customers a memorable experience by assisting them in delivering the services they require by exceeding their expectations."
Eli, Front of House Manager
How does RCP offer top customer service?
Eli - I like to give our customers a nice, warm welcome with a smile and have excellent interaction with them. It’s important to give customers a memorable experience by assisting them in delivering the services they require by exceeding their expectations. With returning customers, we appreciate them by calling them by their name which makes them feel valued and welcomed.
Bruno - Excellent customer service, to me, means making sure that people leave RCP London Events happy and with a good memory of us, wanting to come back. I always do anything I can to make sure all client’s needs are dealt with swiftly, either by helping them directly or referring them to the right department. The most important thing is that clients feel welcome and safe at our venue, and know that we care about them and their event.
Barbara - First impressions always matter, and for this reason, since the customer arrives in our building someone will take care of them and do whatever they can to create a great experience. Our online service and switchboard experience mirrors this.
What’s your biggest piece of advice for anyone working with customers?
Barbara - Be as curious as possible, ask questions, take notes. Don’t take anything personally and find any mistakes an opportunity to learn.
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A great front of house team is essential to the success of any business and the team we have here at RCP London Events are valued immensely. Their dedication, hard work and ability to provide a memorable experience for our customers is exemplary. Today, and every day, we thank them for their tireless work to create an atmosphere that is warm, welcoming, and inviting to our customers.
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