CrownGate gets serious about customer service
CrownGate Shopping Centre is piloting a pioneering store staff training programme for all its retailers, which could be rolled out to businesses across the city.
Run in partnership with Joint Learning Management and Training Services, the scheme gives staff the opportunity to gain a National Vocational Qualification (NVQ) from entry to advance level.
With topics spanning retail merchandising, management, business and administration and customer service, the course, which is free to tenants, involves little to no written work and is carried out on-site through assessors, meaning staff do not have to leave the store.
CrownGate centre manager, Erica Burlace, said she was thrilled to have secured funding for the scheme and was delighted to be piloting it in the centre.
“There has never been any doubt as to how important excellent customer service is in achieving sales and repeat business, and in today’s climate it is more essential than ever.
“People want to have an enjoyable experience when purchasing any product and give more consideration to every penny they spend.”
She added: “We recognise that well trained staff are more motivated and capable of driving a business forward. Staff are key in ensuring customer growth and satisfaction and we believe this joint learning scheme will offer us distinction in a competitive market.
“Though customer service is obviously the focus of the scheme, the range of course subjects available offers something for everyone.”
“It will cost nothing for staff, they will be able to alter their course at any point, continue with the scheme if they move job, and gain nationally recognised qualifications at the end of it, and of course, CrownGate benefits from having well-trained staff offering the best customer service possible – everyone is a winner.”
The scheme will be officially launched in CrownGate in May, and Ms Burlace added that, if successful, she hoped it could then be rolled out to other retail businesses across the city.
Published on: April 16, 2009
