As I complete one financial year and beginafresh with a new one, I also start the year with many new members of the team. This creates new opportunities and challenges, but particularly in optics where our business is a mix of delivering excellentservice combined with product knowledge.
The customer flow on Oxford Street is constant, and finding time to train and develop new members of the team is tricky.However, it is absolutely vital for the continuation of outstandingcustomer service that the new team members feel able to help customers immediately.
The people I have recruited are from a variety of industriesthe only things they have in common is intelligence and great personalities. I have found from experience it is relatively easy to train the technical skills needed to deliver good customer service. What is impossible to train is the basic behaviours required to deliver outstanding customer service -the need to smile and engage with customers.If this is not in their nature the end result is often insincere.In a business that relies heavily on building relationships with the customer, a smile can speak a thousand words. A smile portrays a confident caring individual, ready to go that extra mile to help.
In any retail business it is important to become the destination store of choice for our customers. Competition is fierce, customers vote with their feet and I believe that customers will return where they experience excellentcustomer service which starts with a smile, confidence, and great advice.
My professional team helps to deliver the training required for my new customer service advisers. This means that the professionals can influence the advice given to our customers even if they are not physically with the customer. For my customersthat means receiving the best advice possible for their visual needs. It is early days and it will take time for the new team to reach the stage where they can deal with all customer enquiries without help.Meanwhile, I am confident, their good common sense and great personalities will at least give the beststart to our customers' experience.