Retailers take new approach to customer service Equipping in-store advisors with the product knowledge and professional consultancy skills needed to help customers make the right purchasing decisions is an ongoing challenge for large retailers.
 “We
know that customer loyalty is driven by our ability
to help customers make the right decisions,” explains
Suzi Keenan, Learning & Development manager, Comet
plc. “That’s dependent on two things: equipping
employees with up-to-the-minute knowledge about the
products we offer and developing their ability to get
customers to talk about their needs.”
To help Comet improve customer service, as part of its strategic drive to become Britain’s Most Trusted Electrical Retailer, LDL has developed a new scheme to help retailers coach a handful of employees so they can create their own in-house LDL development team.
Describing the rational behind the new scheme, LDL managing director Robin Fielder explains, “We recognise it simply isn’t feasible for large retailers to send thousands of customer service employees on open courses. The new scheme is designed to enable retailers to acquire our customer service development expertise and deliver it in the context of rapidly changing products.”
Comet is delighted with the results and
is doubling the number of LDL accredited trainers and
rolling out the scheme nationwide, to all of its 8,000
employees. “The sites to benefit from the customer
service development so far have experienced a marked
improvement in their ability to meet customer needs.
Best of all has been many thank-you letters from delighted
customers, praising individual employees. It’s
been more motivational than any bonus scheme.”
Learn more about how Comet boosted
service with LDL's Accreditation scheme here.
To find out more about how our Accreditation Scheme can provide you with your own LDL development team, please call us on 020 7381 6233.
LDL accreditation enables you to save time and money when developing large proportions of your workforce to deliver more effective customer service.
Under the scheme, carefully selected employees are coached to LDL Accreditation Status, to deliver outstanding customer service development in-house. Providing your very own in-house LDL development team.
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