Customer Service

Because we are spending time and money to bring customers through our doors, we must offer excellent customer service!

And with all of the customer touch points out there and all of the channels consumers have for obtaining goods and services we need to step-up our game!

There is a new bar

Customers now have the expectation you’ll provide nothing less than exceptional customer service..!


“Your company is no longer being compared to just your competition. Your customers compare you to the great service they had at the restaurant they ate at last night – or any other company inside or outside of your industry that provided them with a good customer service experience.” Shep Hyken


Elements of Exceptional Customer Service Includes

  • A staff with a passion
  • Employees that have a smile (even on the phone)
  • A staff that have your customer’s interest at heart and understand your businesses culture

Great Customer Service is An Attitude!


Top 3 Customer Service tips

  1. Listening and confirming what has been said is key. People don’t care how much you know, they care about how much you care. Too often we’re not listening, we’re waiting to talk. When it is your time to talk be aware of your communication style and potential pitfalls (ummms, body language)

Remember that 55% is tone, 38% is body language, only 7% is words


  1. Using a positive language: it greatly affects how the customer HEARS your response

Example one –  “our ‘x’ language instructor can’t teach you and is unavailable at this time to answer your questions”

Example two – “our ‘x’ language instructor, who will be perfect to teach you this course, is available for you in two days time. Until then he/she can answer some of your question by email”

  1. Tenacity

Demonstrate to your customer you will do what it takes to deliver a product or service that meets their needs and wants.


Customers are people too, and knowing that putting in the extra effort will come back to you ten-fold.


Please contact your PADI Regional Manager if you wish to know more – or if you are interested in a Customer Service Training session.



Certificate of Recognition

Davy Jones Diving in Arinaga, on the beautiful island of Gran Canaria (Canary Islands), recieved the PADI Certificate of Recognition for Outstanding Customer Service on the 26th of May 2015.

The Team of Davy Jones Diving with the PADI Regional Manager – Sascha Engeler

The owner of Davy Jones Diving, Brian Goldthorpe, has been diving since the mid-90’s and is a PADI Master Scuba Diver Trainer. He was awarded the PADI Elite Instructor certificate in 2013.

Before coming to Gran Canaria, he dived extensively in the UK at most of the popular sites including the Farne Islands, St Abbs, Oban and the Scottish West Coast, Plymouth, and of course inland sites such as Gildenburgh, Capernwray and Stoney Cove.

Brian has completed over 3500 dives and has dived in the Red Sea, Florida, Turkey, Cyprus, Corfu, Malta and other Mediterranean sites including the Medas Isles. With over fifteen years of diving experience in the Canaries, he is a wealth of knowledge on the Marine Life found in the Arinaga area, especially the secrets of the El Cabrón Marine Reserve.

His main interest today is digital underwater photography, for which he is also an instructor. In 2006 he was awarded a ‘Certificate of Recognition for Excellence’ by PADI for the teaching of their Digital Underwater Photography Course. He is also very interested in Angel Sharks, and has organised the three-year study with the University of Las Palmas into Angel Sharks in the El Cabrón marine reserve.

Congratulations once again to Brian and the whole Team of Davy Jones Diving for this Certificate of Recognition. Keep up the good work!