Retail Employee Training

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TRAINING AND DEVELOPMENT - TRAINING MATERIALS AND ELEARNING

　

The Challenge

An American Retail Company wanted to make a significant improvement in service delivery standards across the country within a specified period.

Scope & Objective

  • Accessible for employees with English as a second language and limited computer learning skills
  • Simple to use with a high level of engagement
  • Local management implementation
  • Flexibility to rollout within a timeline set by individual sites
  • Hands-on practice and modeling

Major Deliverables

  • Learning strategy
  • Instructional design of training materials
  • eLearning platform for various learning activities
  • Production of video vignettes to model desired behaviours
  • On-the-job activities (e.g., independent observation, role playing, practice sessions)
  • Simple “coach’s guide” for managers at each site
  • Store “leaders board” to track progress
  • Design and production of train-the-trainer materials to prepare managers for rollout

Key Client Benefits

  • Improved customer service
  • Support for the rollout of new standards to 800+ sites

Project Length

  • 10 weeks