Biography
Former Customer Service Training Manager at Virgin now with Performa International who are specialists in customer care solutions for hotels and airlines. He will be instrumental in helping British Midland produce a new and unique transatlantic offer.
Peter Alvarez has been associated with the service industries for most of his working life, 21 years of which were in aviation, starting in 1978 as Cabin Crew, with Laker Airways. He joined Virgin Atlantic Airways in 1984 as one of the original Cabin Crew and became part of a small team tasked with setting up the Training Department in 1986. He held various training roles in the company involving management, supervision, safety and customer service training.
He was appointed to the position of Cabin Crew and Customer Service Training Manager in 1994 and played an integral part in designing the airline’s award winning customer service strategy. Peter Alvarez was instrumental in the introduction of customer service competencies for Virgin’s front line staff and so stringent was Virgin`s assessment of these competencies, that in only 800 cabin crew were recruited from over 40,000 applications in 1999. Like Virgin, any business that wants to be customer focused should look for:
• People who like People
• Achievement drive-doing things better, faster and before being asked.
• Attention to detail-accuracy, quality and clarity of work
• Service orientation-a desire to help others
• Customer relationship skills
• The ability and willingness to work as part of a close team.
• Flair and the ability to have fun
Peter’s passion for customer service excellence is well known and respected in the service and hospitality industries and he is a regular speaker on the subject at conferences and seminars throughout Europe. In his high content and practical presentations, Peter will focus on the importance of using competencies and linking them to the ‘service profit chain.’
Since leaving Virgin Atlantic in May 2000, he runs his own business specialising in customer service delivery training. He is involved with several organisations both in the public and private sector. He is closely associated with Performa International, a consultancy company based in the Far East who have an excellent track record with major airlines, hotel groups and other businesses where customer service is key to their success and regularly delivers their nationally acclaimed ‘CARE’ programme.
The customer, he says, is always right; sometimes confused, misinformed, rude, stubborn, changeable and even downright stupid, BUT NEVER WRONG!
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