We worked with Toyota GB to deliver new ways of working and an outstanding customer experience across their retail network.
We started by translating the customer experience into job specifications, ways of working and competencies for Retailer staff. These were rolled out through a training programme which included every member of the Retailer team. We also worked with Retailer managers to develop their ability to recruit and manage against the new competencies.
The programme was highly successful and delivered sustainable improvements in sales and customer satisfaction.
(TGB Training Manager)