Support Office Learning Specsavers-Guide-to-your-training-v2.3 | Page 15

Focus on
The Customer
We always consider and act in the best interests
of the customer. In our support offices, the
‘customer’ may be a stakeholder/work colleague.
• Constantly see ways to improve our service
and wow the customer
• Understand that everything we do has
an impact - direct or indirect - on the end
customer
• Understand the challenges of our people,
stores and partners
• Build strong relationships with customers,
turning them into ambassadors
• Recognise how your role and the role of others
make a difference to the customer experience
Discuss it Study it Try it
Discuss with your manager who your
direct and indirect customers are and
how your role supports these Attend the Stronger Together event, where
you will meet a Support Office Director
and a Store Partner and learn about the
Specsavers joint venture partnership (JVP). Book a store experience to understand the
part our stores play in the business and our
customer journey.
Use Connect regularly to find out what’s
going on across our business
Build
Be a Specsavers’ customer and gain first-
hand experience of what it’s like to be one
of our customers
Read a book e.g. ‘Achieving Excellence
through Customer Service’
Ask in team meetings what we
can do better to improve service to
customers – and agree steps that
need to be taken to that end
Evolve
Grow
• Have a ‘customer first’ attitude
Research and read about great stakeholder
management
Read “The amazement revolution –
7 customer service strategies to create
an amazing customer (and employee)
experience”
Meet with your customers and ask them
what delights them and what frustrates
them, share this feedback with the team
and your manager
Use customer feedback to identify where
improvement is required
Read “Be our guest – perfecting the art of
customer service”
Seek feedback from internal
customers and stakeholders as
to what delights and frustrates
them. Discuss a plan of action with
your team to exceed customer
expectations.
Using your network, find examples of great
customer service that you could implement.
Identify and read an ‘internal customer
service’ blog
Spend some time in your customers’ shoes.
Using your network, arrange to experience
time in a support office of a business that
has won a great customer service award.
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