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Bright Sparks!

20/11/2014

The Spark store in New Plymouth won a major retail award, and received a gift of home-baked lamingtons from a grateful customer. Events like this are not everyday occurrences, but manager Jody Stephens says the recognition and appreciation is double proof that her planned staff training really does the business.


“We don’t just sell things and you’re done,” says Jody. “It’s about the whole experience which for us includes after-sales service.” 

The popular shop recently picked up ‘Top Specialty’ store in the Waikato/ Taranaki region at the recent Top Shop Awards in Auckland – fantastic news for the manager who was on holiday at the time of the big event.  

“I jumped around my hotel room when my team texted me,” she laughs.   

The secret to her special store’s success is strong customer service, a key focus of ServiceIQ’s retail training programmes.

The 34-year-old manager with seven years’ retail management experience favours training that can help her staff to be the best they can be for customers.

“There are a lot of other stores that can do the same thing as us - phones, broadband and landline plans. We knew that excellent customer service would set us apart,” she says.  

She has invested in ServiceIQ on-job training for four staff who are studying at different levels. This includes development training for her assistant to help her prepare for the next level of management and leadership.

“ServiceIQ Training doesn’t cost a lot and it’s real value for money,” says Jody.

“My team have good experience and training helps them to understand and develop their strengths. It covers everything that they need to know, from merchandising and stock management through to customer care. They get a deep understanding of every aspect of the retail business. It’s really good at getting your staff to look at the business from the outside in.”

Jody recommends ServiceIQ staff training programmes to any manager who is committed to building the bottom line through first-class customer service. Based on her experience, the rewards more than outweigh the investment, she says.

“Do it! As long as you’re willing to commit some of your time to helping your staff, for a small amount of money the return on investment is huge and so beneficial.”

For career seekers, retail is worth considering if you enjoy people and gaining skills that can be applied in many other roles, says Jody who has an infectious enthusiasm for her job.

“When people come looking for a role with us, the most common theme is that they want a job that makes them happy. You definitely get that in retail because for starters every day is different. Retail is a fantastic career with transferrable skills that you can take almost anywhere. We have lots of fun and we get a lot of pleasure from providing a great customer service,” says Jody.

Find out about ServiceIQ's retail qualifications here

For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz