Creating customer excellence

Specsavers: Delivering a unique customer experience

The challenge

Strengthening the customer experience is a priority for Specsavers. The business needed colleagues in all stores to truly understand how they can deliver a personalised experience for every customer.

Our solution

We worked with colleagues at Specsavers to develop a flexible suite of tools to create a consistent understanding of how to make every customer feel good and feel cared for at each stage of their journey.

Each toolkit provides everything the manager/in-store trainer needs to run short, interactive sessions with their teams on the areas that are most important for them in their store.

Alternatively, the toolkits can be used by individuals, with simple, engaging activities to drive their learning or refresh their understanding of what they can do to deliver a personalised, expert and caring service.


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