How are Halfords developing Customer Service Behavioural Excellence?
Following a competitive tender process conducted in 2021, Performance in People (PiP) were selected as the preferred agency to develop a new customer experience programme for Halfords. Halfords aim was to develop an aligned model of service excellence across both contact centre and retail store channels with a focus on key customer service behaviours. The programme, which consists of video & telephone mystery shopping approaches which are integrated with PiP’s proprietary Behavioural Measurement Score® (BMS®).
Louise Hill – Customer Experience Manager at Halfords commented, “In the short time that we have been working with Performance in People they have already demonstrated a unique approach which has helped our team land the programme in a positive way. PiP’s BMS® methodology has given us a deeper understanding of how we can positively influence customer experience. This, coupled with PiP’s emphasis on equipping teams and featured colleagues with impactful coaching resources, will help us strive for industry leading levels of service excellence”
Programme Highlights:
- Month by month Performance Improvements
- Significant increase in value-added services being offered
- Key behavioural characteristics performing above retail average
- Significant increase in colleagues attempting to closes sales across all channels.
If you are interested in finding out how Performance in People could help develop Customer Experience within your business, contact us today!
enquiries@performanceinpeople.co.uk or 01983 568080.
