Leading retail brand, UK – Reviving customer focus internationally

Our client is one of the UK’s leading retailers, with over 21 million people visiting their stores each week. At the time the company was heavily criticized for ‘having stopped listening to their customers’. As a result, our client suffered the consequences in both reputation and bottom line profitability. Following the appointment of a new CEO, our client started listening hard and responding to what customers tell them – and to reap the rewards. As part of a major sales and service transformation initiative, the Head of Learning for International Franchise was tasked with readdressing the way the brand and service provision was delivered across its 300 international franchises. The objective was to leverage sales through a more informed knowledge of the product and application of culturally appropriate personal service.
 
What was delivered:
  • Creative design and development of a portable self-contained toolkit that had universal application
  • to reinforce the drive for developing a sales and service culture, to maximize every sales opportunity for it’s customer assistants
  • Instructional design of a fully comprehensive set of trainer guides and training materials
  • Design of a 2-day workshop, complementing the Product Toolkit with supporting DVD clips, exercises, role-plays and service scenarios.
 
What has been achieved:
  • Our terms of engagement were highly confidential, however, as a way of understanding our contribution and value to the client on this particular program of work, referees can be provided who would be more than happy to act as a reference in this area of expertise.
 
“TMI is the best external training company we’ve worked with.”