Training pays off for retailers at Cheshire Oaks
McArthurGlens Cheshire Oaks designer outlet centre has reported a 10% increase in sales for brands which have undertaken WorldHost training since the centre achieved WorldHost Destination status in September 2012.
Almost 200 staff from 38 brand partners successfully completed WorldHost Principles of Customer Service training, delivered by the National Skills Academy for Retail, in July last year. Since then, the outlet centre has seen a 10% increase in overall sales for participating brands with a 7% rise in the average transaction value.
Cheshire Oaks was the first attraction in the UK to become a WorldHost Retail Destination. The criteria for NSA for Retail WorldHost accreditation is 25% of retailers from a destination placing more than 50% of staff through the training.
Joy Reed, retail manager at McArthurGlen Cheshire Oaks, said: "We are delighted to have gained the prestigious position of the very first Retail WorldHost Destination. In an increasingly competitive environment, the provision of first class customer service is paramount. The results from those brands participating in the WorldHost course demonstrate the value of customer service training and the effect that it can have on the bottom line."
The WorldHost training was delivered by the Cheshire Oaks Retail Academy, an NSA for Retail approved skills shop run jointly by West Cheshire College and McArthurGlen Cheshire Oaks.
CORA skills shop manager Steve Bridge said: "Great customer service can significantly improve the reputation of a business. Through the interactive WorldHost programme, we get staff to think about their own experiences of good and bad service, understand why their role has such an impact on customers’ experience, and learn vital communication and listening skills that will set them up for success.
"This training has clearly paid off for McArthurGlen Cheshire Oaks and we are delighted to have supported the centre in gaining the prestigious status of the UK’s first Retail WorldHost Destination."
WorldHost is part of the National Skills Academy for Retail’s Town Centre Improvement Programme, a business support and training package to help town centres become more sustainable and successful.
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