This summer hundreds of thousands of people will flock to London for the Olympics and Paralympics games and I will be among them. Aside from my eagerness to attend the specific sporting events for which I purchased tickets I am also excited to experience what I hope will be Olympic sized customer service at the various Olympic venues. At least I was excited until I saw an article from The Telegraph with the title UK will struggle to win gold in customer service during the London Olympics”. The London Olympics have already announced that venues will have very stringent security measures (“airport-like bags and body screenings”). Since such screenings are both fair and necessary I will not be judging them on their ability to perform a pat-down or on the long lines such measures will entail. A pre-pat-down smile would be nice but we don't have to cuddle after.
Once I pass security and enter the venue though, my expectations will be far higher. Tickets to the games are expensive and spectators typically travel a great distance to attend. Therefore, I do expect the ushers and sales employees at the Olympic stadium to display smiles, patience, helpfulness, and graciousness. I will report on my experiences during the second week of the games.
Perhaps The Telegraph is right and London will not win a gold medal in customer service but I certainly hope they shoot for silver or bronze. It would be a shame if the U.K. spent billions of dollars to host the games and messed up the customer service component. After all, excellent customer service is what every good ‘host’ should seek to provide.
If you will be attending the Olympics, please feel free to share your own experiences. See you in London!
Copyright 2012 Guy Winch
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