With over 112 showrooms across the United Kingdom, Sharps Bedrooms is one of the largest privately owned ﬁtted bedroom and home ofﬁce retailer and manufacturers.
Sharps had a business need to put their customer service levels at the same high level of their quality products and brand reputation. They recognised that in a competitive marketplace, having exceptional people and service behind the brand would help them match their customers’ expectations and, in turn, improve their business performance.
Having spent time with the Sharps team getting to understand their culture, ethos and brand values, Gradvert successfully rolled out a Customer Engagement Programme across the whole business. We listened to calls, explored the existing customer journey and used that knowledge to create a programme tailored to the business.
We designed and delivered a programme that was a step away from traditional ‘Customer Service’ training and focused on ‘Customer Engagement’, ensuring that every customer’s touch point with Sharps went above and beyond expectations.
The programme involved two full days which combined business simulation activities with video, audio and group activities to help build a toolkit of strategies to support the team moving forward.
So far we have delivered the programme to over 250 members of the Sharps team and are continuing our on-going partnership with the business.
The training has been a tremendous success. Not only have we created a forum for open, honest and transparent feedback, but we have enabled an immediate increase of improved levels of customer service within Sharps. As a result of this success, Sharps will put all new employees through the programme as part of their induction.
Delegates highly rated the programme with an average satisfaction score of 4.8 out of 5 stars and over 97% of delegates suggesting that they would recommend the course to a colleague.
Moving forward in our relationship with Sharps, Aspiring Managers within the organisation will be attending a level three, Leadership and Management Apprenticeship delivered by Gradvert.
We know that our people are critical to the success of our business, and we want to make sure that they are given the highest standard of training to keep customer service levels consistently high and ensure that quality runs through every facet of our company. In working with Gradvert, we have a partner who can help us achieve more as a business, by unlocking the potential of each one of the people they train. We are excited about other ways we can work with them to ensure that our people are the most highly-prized, customer focused people around.