Tracey Andrews

John Lewis prides itself on its high level of customer service. Last year we looked at how we could enhance this and it became clear that although our retail partners (the term we use for all our staff) were providing high levels of customer service, there was a general lack of in-depth product knowledge. We found our more experienced partners and suppliers had a high level of product understanding. However, to ensure we continued to consistently provide industry-leading customer service I implemented a programme to disseminate this knowledge across the customer-facing workforce.