Call for retailers to rally behind Customer Service Week

Call for retailers to rally behind Customer Service Week

The National Skills Academy for Retail is encouraging retailers to show their commitment to customer satisfaction during National Customer Service Week, 3-9 October 2011, and sign up for their new customer service training, WorldHost Retail.

WorldHost Retail launches on 18 October 2011 as the only nationwide customer service programme tailored specifically to the UK’s retail sector. This is individually assessed to ensure all those with WorldHost certificates have reached the required level of customer service skill.

Made up of three courses and delivered exclusively through the National Skills Academy for Retail’s network of skills shops, the programme provides retail staff of all levels with the skills and knowledge to deliver outstanding customer service to help increase sales and customer loyalty.

Despite the benefits customer service can bring, Skillsmart Retail, the Sector Skills Council for Retail, recently found that customer service training in the UK is inconsistent and many staff lack the ability to understand and respond to customer needs. WorldHost aims to raise the standard of customer service in the UK retail sector and be recognised and valued by retailers and customers alike.

Jane Rexworthy, Head of the National Skills Academy for Retail, said: “Offering excellent customer service should no longer be seen as an option or something just for boutique shops. Personal service is expected by customers today and is vital to building a sustainable and successful business.

“Providing outstanding customer service is a way retailers can show they understand their customers’ needs and are committed to providing the best retail experience they can. To consistently achieve this requires staff to have skills and knowledge, which is where training such as WorldHost comes into its own.”

The programme’s limited pre-launch courses have already proved a huge success with retailers. All the concierge staff at the new Westfield shopping centre in Stratford London have been trained in WorldHost, through the Skills Place – Newham, to ensure shoppers have an enjoyable and stress-free shopping experience and return to the centre over and over again.

Myf Ryan, General Manager Marketing Westfield, said: “At Westfield Stratford City we are creating the next generation shopping and leisure experience. Our customer service offering will be second to none and we are very proud to work in partnership with the WorldHost customer service programme.  This programme confirms our commitment in providing world class training for our staff, delivered by the dedicated team at the Skills Place - Newham, a member of the National Skills Academy for Retail, ultimately enhancing the customer journey for Westfield Stratford City.”