The Challenge
National Trust had taken the decision to move the majority of their training online, but were consequently seeing a drop in customer service levels across their restaurants and retail venues. The LMS system was so overloaded with content, it was difficult to navigate, and some of the key service basics were being missed.
We were approached to help develop a strategic based training process and provide materials to improve service and standards within F&B and retail.
The Solution
We worked closely with the L&D team, to create a new induction programme that included a mix of printed workbooks, coaching cards and digital resources, supported by trainer’s guides which helped with consistency of delivery.
This was closely followed by a manager induction programme, following a similar blend of print and digital.
We went on to support the team in creating specific service focussed training programmes, utilising the same language, tone of voice and approach as the induction programmes, creating synergy and consistency throughout the learning journey – all within National Trust guidelines.
The Outcome
Team retention within F&B and retail increased by 16%, with 86% of employees feeling they were well supported in their first 90 days.
Service and standards have also benefited, with NPS scores currently experiencing a steady increase.
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Client Feedback
I have had the absolute pleasure of working with Pure on numerous projects over the past few years, all with 100% success rates. Their natural talents include empathy, a real problem solving attitude and an incredible eye for detail, all combined with a good natured sense of humour and an ability to keep you calm (which is critical, especially when deadlines are looming). Pure has been instrumental in helping our business roll out strategic based training, along with the leadership development to accompany that, and I would recommend having the Pure team support your business 100%.
Training and Development Manager
