Cheshire Oaks sees 10% sales increase after undergoing WorldHost training



McArthurGlen’s Cheshire Oaks Designer Outlet has announced that sales for the brands which undertook WorldHost training have risen by 10% since the centre achieved WorldHost Destination status last year.


Cheshire Oaks, which is home to almost 150 retail and hospitality businesses, was the first attraction in the UK to become a WorldHost Retail Destination, gaining the prestigious accolade in September 2012.


Almost 200 staff from 38 brand partners successfully completed WorldHost Principles of Customer Service training – delivered by the National Skills Academy for Retail – in July last year. The criteria for NSA for Retail WorldHost accreditation is 25% of retailers from a destination placing more than 50% of staff through the training.


Since then sales for participating brands have risen significantly, with a 10% increase in overall sales and a 7% increase in the average transaction value.


WorldHost is an internationally recognised training programme, which recognises customer service excellence. It was designed specifically for the Vancouver Winter Olympics and was also used to train tens of thousands of staff and volunteers at the London 2012 Olympics.


Joy Reed, Retail Manager at McArthurGlen Cheshire Oaks, said: “We are delighted to have gained the prestigious position of the very first Retail WorldHost Destination. In an increasingly competitive environment, the provision of first class customer service is paramount. The results from those brands participating in the WorldHost course demonstrate the value of customer service training and the effect that it can have on the bottom line.”



The WorldHost training was delivered by the Cheshire Oaks Retail Academy (CORA) – an NSA for Retail approved skills shop run jointly by West Cheshire College and McArthurGlen Cheshire Oaks.

CORA Skills Shop Manager Steve Bridge said: “The WorldHost training programme gives frontline staff the skills and knowledge to deliver excellent customer service, giving retail stores a competitive edge and helping them to retain customers as well as win new ones.

“Great customer service can significantly improve the reputation of a business. Through the interactive WorldHost programme, we get staff to think about their own experiences of good and bad service, understand why their role has such an impact on customers’ experience, and learn vital communication and listening skills that will set them up for success.

“This training has clearly paid off for McArthurGlen Cheshire Oaks and we are delighted to have supported the centre in gaining the prestigious status of the UK’s first Retail WorldHost Destination.”


WorldHost is one facet of the National Skills Academy for Retail’s Town Centre Improvement Programme, a tried and tested business support and training package to help town centres become more sustainable and successful.



For more information on WorldHost customer service training opportunities at Cheshire Oaks Retail Academy visit or call 01244 656499.

For more information on NSA for Retail products and services visit or call 020 7462 5060.

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