Service and Sales Excellence

Great service, and the sales that come with it, is all about tailoring your approach to your brand and your customer.

Modern customers expect a level of service which excites and enthuses them. Service providers must understand their customers and use their personality, empathy and intelligence to deliver a personalised experience which creates a bond between them and their customers.

Our Approach

We work with our clients to enable their sales people and service providers to deliver the personal, efficient and successful service their customers expect.

We use a blend of learning activities including:
- Skills led training
- Mystery shopping feedback
- Practice and role play
- One to one work

The learning activities chosen for your business will fit with your culture and needs, and will be put together in a programme which reflects the 70:20:10 framework.

What This Looks Like

We begin by gaining an in-depth understanding of our client's particular approach to service.

We then develop workshops or programmes to enable managers, sales advisors and customer service specialists to focus on the skills and behaviours which will allow them to deliver the service they, their organisation and their customers expect.

Programmes and workshops may include, but not be limited to, exploring customer expectations, empathy, communication skills, questioning and listening, link and up selling, handling complaints and negotiating.

We evaluate our work carefully, using mystery shopping feedback and KPIs, to ensure that measurable results are being achieved.

Case Study – Georg Jensen

The Situation

Originally a silversmith creating jewellery and hollowware, Georg Jensen launched his first workshop in Copenhagen in 1904.

Since then the brand has grown and the company is now admired worldwide for its unique design and superior craftsmanship. The company’s consummately elegant jewellery collection is designed to be handed down through generations. The brand’s Scandinavian style is favoured by millions, and it is now considered one of Denmark’s most recognised brands.

Georg Jensen wanted to develop a Service Excellence programme to match the quality and elegance of their products and ensure the customer experience is as memorable as it's silver.

Our Solution

Motion Learning worked with Georg Jensen to understand the desired service proposition and develop an approach which addressed the necessary skills and behaviours to deliver it.

We engaged with store managers to share the vision of an exceptional, unique experience for Georg Jensen customers, and provided them with the skills and tools to build the competence of their teams.

Our day long workshops focused on the ceremony of service, exploring ways to deliver luxury, excitement and novelty during the sales process, whilst taking the opportunity to link and up sell to customers where appropriate.

Managers then cascaded this information to their teams, through meetings, workshops and one to one sessions, focusing on the necessary skills and behaviours to deliver a luxurious experience for every customer.

The Outcome

The impact of the Service with Luxury programme was immediate, with customers reporting an exceptional experience in all stores across the Georg Jensen UK portfolio.

The business continues to perform well, with service excellence at the forefront of their approach.