St Andrews gift shop, Bonkers, has improved customer service and staff skills by implementing a new training programme.
Proprietor Lindsey Adams and shop manager Ruth Wood decided to embark on the training initiative after receiving a leaflet from learndirect scotland through the post.
“We had undertaken customer service training in the past, but when we spotted the leaflet we thought it would be a great opportunity to refresh our current skills and learn some new ones.” Ruth explained.
“Once we got in touch with learndirect scotland, we were visited by local training partner, Susan Rees, who worked with us to put together a programme of courses to suit our staff and the business.”
Ruth and Lindsey selected a range of courses that would improve their skills in using e-mail and in customer care.
Ruth continues; “We wanted to update the customer service skills of the staff, as well as allowing them to improve their computer skills. These might not be essential in their day to day jobs, but are important for personal development.”
Ruth also undertook courses to update her own skills.
She said; “I found the Microsoft Outlook and Excel courses particularly useful. When I was at school there were no computing courses, so I missed out on any formal computing education.
“We have a website which generates a lot of business, and we receive many enquiries via email as well as using it to place orders so it’s essential that I’m comfortable using the software. I also use Excel and Word in the day to day running of the shop.”
Ruth and the staff at Bonkers have found the flexibility of the online courses particularly useful.
“It’s great to be able to pick up on training exactly where you left off, at a time that suits you.
“This flexibility is especially useful in the retail industry as we have quite distinct busy periods and quiet periods.
“The fact that the courses are online allows us to work through them at our own pace, and in the way that suits us. We often talk through the courses as we work through them to allow discussion and ensure understanding.
“Undertaking this new training programme has been a really positive step for the business, increasing staff confidence and, as a consequence, improving the level of service we provide.”