Skills and Training

Poverty remains the root cause of many of the world’s ills, including famine, disease and insufficient or zero education. Poverty contains many self-reinforcing elements, for instance poverty can make education an unaffordable luxury which has a tendency to result in continuing poverty.

While enjoying a meal with friends the talk inevitably moved onto business and  I was as usual, in full flow on my favourite subject, the retail environment and the part customers play in all areas.

I was suddenly taken back in time to my first shop it was a CTN, if your memories go back that far you may recall that stands for confectionary, tobacco, newsagent mine was situated in a local community and sold all of the traditional products, the exceptions at that time being alcohol and grocery.

Customer Service is not an "Add on Initiative".  It is not a management strategy or a project - customer service is what retailers do...full stop. It is not about smiles, not about tolerating rude customers or solving customer complaints.

I have recently developed some Train the Trainer training sessions - here I share my Top Twenty Training Tips