British and Irish Lions tour kick-off times present customer service challenge

21st Jun 2017

The British and Irish Lions – the combined home nations rugby union side –  face New Zealand in their first test match of their 2017 tour this Saturday.

With the team only coming together once every four years, this is a hugely exciting occasion for fans of the sport everywhere.

However, with New Zealand hosting the tour, kick-off times will be something of a test in the UK; games are set to start at 8.35am.

Pubs and bars in particular will face customer service challenges during the tour, with many implementing unusual operating hours to accommodate customers who will wish to watch the games in their premises.

The occasion is a good reminder for businesses of the expectations they need to meet if opening at times outside of their normal business hours.

“From cinemas putting on midnight screenings of hotly anticipated films, to offices closing during bank holidays, most businesses will at some point have to contend with unusual operating hours,” says Jo Causon, chief executive of The Institute of Customer Service.

“To provide the best service to customers, clear communication is important. For pubs, during the British and Irish Lions tour this might mean letting customers know which games they will be showing, what time their doors will open and any changes to their service the early opening might cause. For others it might mean informing clients of closure on particular days or providing information on reduced services as early as possible.”

The latest Customer Satisfaction Index from The Institute made the key recommendation of offering consistency across channels, and updating customers across different platforms is a great way to achieve this.

By using social media and mailing lists effectively, and responding efficiently to email and phone enquiries, businesses can keep their consumers informed of operational changes at any time.

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