Customer Service Masterclasses

As part of the Racecourse Association’s Year of Service initiative, Harrison:Fraser researched and led a series of Masterclasses on customer service. The sessions covered ‘The Emotion of Great Hospitality’, which looked at theory, psychology and language, and ‘Delivering Exceptional Customer Service’.

Attendees left the sessions with knowledge of best practice from industries including hospitality, leisure, retail, technology and luxury, and a simple model for the practical application of exceptional customer service.

The initiative continues this year with the RCA and Harrison:Fraser jointly monitoring the trial of ideas at selected racecourses.