Dorothy Perkins Goes for Gold Standard Customer Service with WorldHost

Dorothy Perkins has this week announced that it has prepared key staff for the influx of visitors in its frontline stores, including Westfield Stratford City, by providing world-class, gold standard customer service training, using the same WorldHost™ programme that was used in Vancouver in preparation for the 2010 Winter Olympics.
Staff were trained in WorldHost™ at Dorothy Perkins’ head office over two days in the last few weeks, to ensure that its customer service is second to none and to give its ‘hot spot’ stores a competitive advantage.

The half-day course was adapted for use in the UK’s retail sector by the National Skills Academy for Retail and built upon the existing training Dorothy Perkins staff had already been given, to ensure frontline staff listen to customers, respond proactively to customer needs and always deliver the highest quality service. To date, nearly one million people have been successfully trained using WorldHost™ in over 20 countries.

The National Skills Academy for Retail and its network of skills shops offer three levels of retail-specific programmes ‘The Principles of Customer Service’, ‘Sales Powered By Service’ and ‘Frontline Management Solutions’. Its use by Dorothy Perkins over these last few weeks is particularly relevant as the training framework first gained international renown when rolled-out for the 2010 Winter Olympic Games in Canada.

Paul Richens, Senior Learning & Development Manager at Dorothy Perkins said, “At Dorothy Perkins, we wanted to make sure that we were prepared for this upcoming busy period. The WorldHost™ customer service training our staff have undergone means that we will be offering gold-standard customer service to go above and beyond our customers’ high expectations.”

Jane Rexworthy, Head of the National Skills Academy for Retail said, “Dorothy Perkins are really setting themselves up for success over the next few weeks. Being confident of being able to provide excellent customer service is one of the key ways in which a retailer can really set themselves apart from the rest. Preparing staff for the upcoming busy period shows Dorothy Perkins’ commitment both to developing its staff and meeting its customers’ needs and expectations and we are delighted that the WorldHost™ programme has helped facilitate this.”

Dorothy Perkins’ staff from frontline stores in Stratford Westfield, Stratford High street, West One Bond Street, Marble Arch and Tottenham Court Road were trained and can be recognised in store by the WorldHost™ pin badges they were awarded upon successful completion of the programme. This ‘gold’ medal of standards brings a point of difference to the retailer’s offer.

Stores such as those in Stratford, which have trained over half of all staff, are awarded WorldHost™ recognition and are entitled to carry the WorldHost™ decal in their windows, clearly setting them apart from the competition when it comes to excellence in customer service.

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