Case Study

Selfridges

We delivered exceptional customer service and product training to the electronics department of Selfridges Flagship Store on Oxford Street, London.

Selfridges is widely acknowledged as a standard bearer of personal customer service excellence not just in the retail sector but across all categories.

Sales Associates were trained in a variety of skills from making a positive first impression when greeting the customer, having the right attitude, tone and body language, identifying customer needs by asking the right questions to establishing rapport, building positive relationships and dealing with difficult customers and resolving problems.

Sales Associates became experts at building exceptional relationships with their customers and would take personal responsibility of their own customers, almost becoming account managers with the customer being that account.

Customers started coming in only when their own personal customer liaison was available. The sales associate became a trusted confidante and advisor. Not just for their department but across all the departments within the store.

The sales associate knew about family birthdays, personal tastes in music, films, clothes, product loyalties and electronic gadgets.

The sales associate became a personal lifestyle partner and was able to provide a unique and exceptional service, taking a genuine pride in their work and responsibilities.

The staff moral was raised and every member of the department loved to come into work and enjoyed their role with the customers, department and store.