The key to knowing whether any customer service initiative has worked is to plan
your evaluation before you set off. Defining who will measure, what will be measured
and when this will happen, the rewards for achievement and consequences for failure
will save time and give you a great feeling of success when you get there. It’s even more
motivating to chunk the job down and incentivise the team to reach each segment.
Tick it off and pat yourself on the back – you will be well on your way to delivering
against your customers’ needs and wants.
A success story….
A great global sports brand for anyone passionate about sport either for performance reasons or to dip into the stylish heritage of the brand. The whole of the retail teams live their mantra – “Impossible is nothing!”
In a nutshell the VALIDATE dilemma was….
Ensure that a newly recruited team of North American retail trainers were partnering with their designated store managers to deliver measurable business results.
What we did.
We partnered with Paige Landreth the leader of the adidas retail training team in North America to create an on-boarding event and induction programme. We made sure the trainers were equipped with the skills knowledge and behaviour to make a commercial impact from their first day on their Districts. Some of the training took place in stores with “real” customers and all the contents of the trainers extensive toolkit was tested to work in a fast moving retail environment.
Paige was delighted she described how the event
“Created energy, drove passion and elevated the business through people!”
How we can help
There are lots of possible solutions – and we would want to get to the real root of your validating dilemma, however, here are some ideas of what we could do…
- Audit your current service offer and
review which elements are adding real value and which need reviewing
- Establish clear links between service behaviour and key performance indicators
- Design tracking mechanisms
outlining what, who and when
results would be measured
- Create incentive and reward programmes
Find out more about our views and opinions about VALIDATION and how making milestones can make a big difference.
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