Finalist at Australian HR Awards 2017

We are thrilled to be joining our good friends Bakers Delight at the Australian HR Awards for our joint blended learning program, The Delight Factor, which is a finalist for the Best Learning and Development Program. 

The primary aim of The Delight Factor program was to deliver engaging and relevant training and learning content through clear and simple techniques in a way that captures the essence of the brand and our service point of difference (i.e. delight) Specifically The Delight Factor aims to:
Inspire pride: by using the context of past successes and the importance of customer service differentiation to help the audience feel part of a bigger team with a higher purpose.

Create excitement: by re-energising and empowering the audience to make an impact in addressing inconsistent and declining service standards.

Provide clarity: through a simple breakdown of the ingredients of delight, and specific instructions with regard to the audience’s role in bringing delight to life in bakery

Build skills: in acknowledging and greeting customers, personalising service, offering tastings, product knowledge, selling techniques including ad ons, upselling and substitute selling, providing ‘random delight’ to customers, creating instore theatre and positively handling complaints

Develop confidence: to apply service skills to drive sales through techniques such as modelling, scenario-based practice, rehearsal and repetition.

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