virgin megastores
Retail giant Virgin Megastores asked us to turn their task-focused staff into teams with a culture of excellent customer service and high conversion rates.
The challenges were to act quickly, ensure all staff bought into the process, and to create a set of Virgin customer service standards that were aspirational yet attainable.
Rather than simply adapt an existing service training programme; we created the Lockdown, a unique process where twelve employees ranging from Executive Director to Sales Assistant where dispatched to a disused warehouse and, with the help of a facilitator, given two days to create a set of customer service standards.
The resulting clear, simple and achievable standards launched nationally with supporting DVD, training programme, measurement structure and reward scheme; all designed and produced by us. Results show increased conversion rates and greatly improved customer satisfaction.
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