Nike are the world leaders in the sports and fitness market with an enviable reputation for innovative top-quality products. LDL were invited to deliver a company wide initiative to reinforce Nike values and to build on the existing levels of customer service.

This was achieved by conducting customer research, consulting with staff and subsequently designing a customer service workshop which was delivered to all Nike (UK) personnel.

As phase two the management team attended a series of supervisory skill workshops designed to reinforce key customer service principles and to assist them in managing the developing service culture.

Phase three involved telephone skills training and phase four a performance management workshop designed to link customer service standards and values to Nike staff appraisal procedures.