Case Study

Carphone Warehouse

Customer Service Training was delivered to the top 20 Retail outlets for the Carphone Warehouse in the UK and sales increased by 12% in the 1st Quarter after training was delivered while customer feedback responses were 23% more positive.

Training delivered included:

The Basics of Great Customer Service: 1st Impressions, Courtesy and Attitude

Effective Communication: Using the right language and Positive Body language

Relationship Building: Identifying Customers Needs and Making Customers Feel Valued

Face to Face Contacts and Telephone Skills

Difficult Customer Contacts: Handling Unhappy Customers and Making Them Your Company Ambassadors

WALK-OUT-WORKING
National Smartphone Promotion Q4 2010

In late 2010 one of our consultants was involved in the training of Carphone Warehouse Store managers and key personnel in the multi-million pound Smartphone Promotion and new offering at Carphone Warehouse “Walk Out Working” where every customer that came into any Carphone warehouse store and bought one of the millions of Smartphones being sold in the UK would walk out of the store with the phone ready and raring to go and working at its best. The Carphone Warehouse staff would also teach the customer how to get the best out of their phone and what it was capable of and even help them load their first App.

This training was delivered over a period of two weeks at four major training events around the country where 1000 Managers and Key personnel were entertained, motivated, informed and trained on each of the platforms as well as getting a chance to play with and get familiar with the main handsets featuring these fantastic operating systems.

The store managers were trained on the key features and benefits of the five main Smartphone operating platforms.

• Smartphone Platforms that training was delivered on:
• Android (Samsung Galaxy/ HTC)
• iOS (Apple)
• Symbian 3 (Nokia)
• RIM (Blackberry)
• PALM

By the end of the training sessions EVERY retail store manager would know the benefits of all the major Smartphone platforms and know how to facilitate the delivery of the new “Walk-Out-Walking” promotion programme:

The objectives of the training event were to:

• Understand the unique features and benefits of each of the five main Smartphone platforms.
• Understand the killer features of the platform that brings to life each Smartphone handset.
• Understand how to set up the handset for WOW (Walk Out Working).
• Practice delivering the WOW proposition to their Carphone Warehouse customers