Case Studies

Virgin Retail has a dedication to helping customers by displaying the right attitude.

Customers should hang up the phone and feel that their personal needs have been addressed by someone who cares.

To help bring this spirit to the fore in each phone conversation, we helped Virgin Retail with some training to cut down on needless verbal clutter and get to the heart of the message quickly.

Developing rapport isn't always about discussion football - it's about showing empathy and emotional intelligences with the customer and taking their lead.

We also worked on questioning skills, listening skills and crafting subtle sales message.

In the time following the training Virgin Retail reported increased sales results and customer satisfaction suveys. Our next piece of work with Virgin Retail involves introducing customers to various services within Virgin's value-added suite.

“Excellent - small workshop, great resources, relaxed atmosphere, nice trainer, very practical and best of all enjoyable.”
Alison Ozanne