TWG’s new modules cover:
- First impressions. First impressions are lasting ones, says Cook. This module covers body language, presentation and more.
- Make their day. Smiling and being available for customers is important – as for what not to do, that’s also covered in this module.
- Fixing it up. This core service training covers the kinds of behaviours which may be perceived by customers as rude and discourteous, and how to listen to customer complaints.
- Be the best you can be. Looking after yourself can be “a vicious cycle or a virtuous cycle”, Cook says. When staff are feeling good, customers will react well and those experiences will improve their day, but the cycle also works backwards.
The new training also puts a lot of emphasis into practical, on-job applications.
TWG puts a lot of emphasis on providing clear pathways from new hire to store manager, Cook says. Posters in every tearoom and staff cafeteria show structured training linked to New Zealand qualifications.
“I’m really proud of the breadth of it and the fact that we can grow our own,” Cook says.