Boots Opticians is putting all of its branch staff, including professional personnel, through its customer service assistant (CSA) training to boost teamwork within its outlets.
Speaking exclusively to Optician, Boots Opticians managing director Elizabeth Fagan said the idea was to help each member of staff understand the contribution of their colleagues.
'It's not just about the optom, it's not just about the DO and its not just about the CSA. They have to work together. That's really important, and they must respect the fact that each has a role to play and the customer goes out completely satisfied.'
She said Boots had an extensive amount of training for staff at all levels and she wanted to see that used to build stronger teams. 'We are going to put every member of staff through the same training, even though it is CSA training,' she said. 'Professionals should absolutely understand all that the CSAs do.'