We have been working with Lakeland for a while now on a range of development projects, one of which was developing a team of retail customer service trainers.
The need: To develop a team of trainers to work with each store to embed some new and important customer service skills. To build on existing approaches and materials, and develop short training sessions that trainers can use in store, and then develop a group of people to carry out these training sessions.
The customer service training focus has the themes of greeting customers, engaging customers in conversations and gaining interest.
Here is some of the feedback from the groups:
Programme rating (Rating scale 1 = poor, 10=excellent)
Overall programme rating
Programme rating (Rating scale 1 = not at all, 10=completely)
I will be able to use what I have learnt immediately
I will recommend the training to a colleague
How would you describe the training to a colleague?
What worked well?
What feedback do you have about your trainer?
What are the top three actions you will implement at work?