Skillsoft Blog

When Customer Service Training is All Fun and Games

By Julie Ogilvie

In the February issue of E-Learning! Magazine you can read about SkillSoft customer Dave & Buster’s, a growing chain of restaurant and entertainment complexes whose corporate mission can be summed up in one word: fun.

Dave and Busters may be all about fun, but making sure that all 50+ restaurants are delivering a consistent, high –quality customer experience is not something they take lightly.  They’re also serious about developing the project management skills of their managers and measuring them against a system of competencies.  This advanced approach isn’t something that many people would associate with a restaurant chain, but a sharper focus on training and a growing use of e-learning has emerged recently as a hot trend in the restaurant business.

This makes perfect sense considering that consistent processes and customer service are of such paramount importance to these businesses.  And considering that restaurants often have younger workers and high turn-over, the need to take a systematic, continuous approach to customer service training is evident.  A study from the University of Illinois a couple of years ago found training to be the number one factor determining franchise success.  That would come as no surprise to Subway restaurants one of the leading franchise operations in the world, and a SkillSoft customer.  In fact, SkillSoft has been recognized as Subway’s Technology Vendor of the Year for three years running.

So the next time you’re enjoying an evening of fun at Dave & Buster’s, have a toast to the training department that makes it possible!

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