Putting customers first
With more customers visiting our stores than ever before, customer service remains a key focus for Specsavers.
We recently launched an initiative focusing on team development and ensure our store staff – the people who serve customers day in, day out – remain a top priority.
The initiative, which helps partners achieve people development targets throughout the year, has been a huge success and we are building on this in the coming months.
This year, our customer service programme, has seen more optometrists and store partners than ever before coming together to share ideas for improving themselves, their businesses and the customer experience.
The programme first launched five years ago and brings together professional staff to discuss and share best practice on a range of customer-related issues, from minimising waiting times, clinic management and how to use customer feedback.
We also run Customer First awards, that recognise and reward team members who epitomise the Specsavers vision and values, and who go above and beyond to serve our customers and exceed their expectations.
Imogen Hoyle from the Mansfield store explains: ‘Quite simply, this is a people business. I fully support the people plan initiative and use it to drive quality and consistency through our internal learning and development plan. The results speak for themselves. We achieved all elements of our annual plan... all through our people.’