My Experience of Customer Service at the London Olympics

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I recently wrote about the Psychological Impact of the Olympic Games and argued that coverage of the Games should emphasize the world uniting in athletic competition as opposed to emphasizing scandals and complaints (such as the media frenzy that erupted about Team USA’s uniforms being manufactured in China). The Olympic Games are a unique and inspirational event and this report on the customer service offered to spectators is in no way intended to take away from their meaning and significance.

Articles began appearing in the British press months ago questioning London’s ability to provide an excellent customer experience at the venues. As a result, my expectations about their customer service were not exceedingly high. I braced myself for long lines at security points and for stressed and harried staff.

I’m happy to report, I braced for naught.

Customer Service in the Olympic Park

As soon as we emerged from the train we were greeted by smiling and friendly volunteers. Their upbeat and positive presence and cheerful willingness to answer any questions made it easy to get to the Olympic Park and find our way once we were inside the park itself. Getting past the security points took all of five minutes and here too the security staff and volunteers were helpful and friendly.

The signage  around London made it easy to get to all the venues. The signage within the park was well placed and included estimates of the number of minutes it would take to reach each venue from the current locale. The food offerings were varied and the eating facilities and bathrooms were clean and regularly maintained. The shops were mobbed but you wouldn’t know it from the calm and patient attitude of the staff who remained pleasant and helpful despite the capacity crowds. Even the checkout was efficient and pleasant. In short, every single employee and staff member I saw (and I saw dozens) was friendly, cheerful, and excited.

Customer Service in the Olympic Stadium

Impressed as I was so far, I knew the real test of customer service would come at the end of the sessions (we attended two, a day and night session) when eighty thousand people left the stadium and tens of thousands more exited the other venues around the park. The London Olympic team passed this test too with flying colors. The stadium emptied very quickly and volunteers lined the long route to the train, waving, smiling, and even singing and dancing at times. Their energy and friendliness was remarkable and did not waver.

All in all, Great Britain earns a gold medal for their Olympic customer service and the customer experience they provided. They put on a terrific and efficient Olympics and provided great customer service combined with a terrific customer experience. Along with their successful and impressive medal haul, they have much to be proud of.

Copyright 2012 Guy Winch

Follow me on Twitter @GuyWinch



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