Case Study

Phones 4 U

The Customer Service Programme delivered into Carphone Warehouse was so successful that Phones4U, another Mobile Phone Retailer which had a very negative perception amongst the general public for service and had a very high staff turnover rate commissioned us to turn around their retail staff and raise their staff’s customer service skills.

We came in and looked at what the complaints were directed at and where the improvements could be made.

We found that 80% of complaints about Phones 4u were due to problems in its repair and post sales service business, rather than mis-selling by retail staff.

There were also complaints from general consumers appearing on the web, with stories in Google News about disgruntled shoppers feeling pressured by hard sell tactics for phone insurance.

We helped Phones4U to begin to retrain staff and move them away from some of its more aggressive practices, including ‘street-fighting’ – the practice of sales people standing in shop doorways to lure in customers and move more towards a “consultative selling” type of sales style.

Phones 4u is now the UK's fastest growing independent mobile phone retailer.

As an independent retailer, they are able to provide mobile phones from all the leading manufacturers.

We were able to help improve sales by 17% in the first year after our training AND staff retention increased by an amazing 57%.

The group now employs over 8,000 people worldwide, and sells 26 phones every minute.

Awards:

Since our training courses Phones4u have been awarded:

"Best Retailer" at the 2008 Mobile Industry Awards.

"Marketing Effectiveness" at the 2008 Marketing Society Awards for Excellence

"Online Retailer" at the 2009 Mobile News Awards