Learning and development (L&D) is a vital part of providing better service and retaining customers. Here’s how we train our people to be the best.
Creating better customer connections
Customer-facing employees are the key to your business. They interact with your customers, and are the human face of your brand. So, how do you make sure everyone who shops at your stores has a great experience and leaves with a positive impression of your organisation?
The answer is L&D. It plays a huge role in building a skilled, effective workforce. That’s why we created Shine — a single L&D programme that trains all our people. It brings together best practice from across all areas of our business and shares it with everyone, allowing us to:
Make sure our customers get the best experience we can give them.
With all staff trained to a high standard, we increase customer loyalty and the likelihood that customers will recommend us to others.
Give our people the tools and skills they needed to reach their full potential.
We offer our employees the chance to learn what they need for career development, and to feel fulfilled in their jobs.
Building on brand essentials
So, how does it all work? Well, we built Shine’s L&D on six key pillars that form the basis of our service. These are:
1. Safety First 2. Customer is King 3. Product is Hero 4. Talent is our Future 5. We Strive for Sales 6. We look after the Pennies
Everything in the programme links back to these six themes — with the training programme demonstrating how they relate to great customer service.
Our people’s passport to success
The Shine programme is far more than simply learning about the six pillars, though. We build on these with our Passport to becoming a Shining Star, which encourages our people to really reach their potential.
The idea is that passport holders get to determine how much training they receive. The more they train, the more levels of their passport they unlock. The levels include:
Bronze — this first level is mandatory, covering all the basic customer-service training and setting a consistent standard across our business.
Silver — this is a 12-month apprenticeship in Customer Service, adding to the skills learnt at the Bronze level.
Gold — this is a further 12-month apprenticeship in Team Leading, giving people the ability to develop their career within Instore.
What’s more, the materials for the programme come in one neat little package. So whenever a new unit needs some L&D, it’s just a matter of opening the box.
A shining future for L&D
Although it’s a fairly new programme, we can already say for sure that Shine is a massive success.
Our Net Promotor Score has risen 18 points in the six months since the programme’s launch — a 34 per cent improvement. In terms of customer experience, we’ve seen a 26 per cent improvement in results from our mystery shoppers.
Last but not least, we’ve experienced a four per cent improvement in like-for-like sales — which proves to us that the Shine programme was a worthwhile investment.
Shine is a solid example of how L&D can have a major positive impact on customer service and the relationships it allows your business to build with consumers. Get in touch to find out how we can improve your sales with our skilled workforce.