Enhancing the Customer Experience

Chartman Ltd operates across the West Country with 10 service stations with forecourt convenience stores and one stand-alone convenience store.  Stretching from Bodmin to the West and Lydford and Winterbourne Abbas to the East and with a turnover approaching £50m the Company is number 27 in the top 50 of independent retailers (Indie Top 50).  The company employs some 140 managers and staff.

Following a review of the customer offering throughout the Chartman locations, the business decided to invest in a programme of training designed to enhance the customer experience.  It was important to realise that managers needed the skills to effectively train and motivate their staff and to have a clear idea of the standards of service offered to their customers.

Ian Jacombs, Non-Executive Director at Chartman commented on working with Crisp;

“We were looking for an organisation that could not only provide the level of training we were seeking, but could demonstrate a professional approach with a reputation to match.

Having researched what Crisp Professional Development had to offer and met with key members of their team, it was obvious that they could help us achieve our objectives.

As a result, all managers participated in a series of three courses.  Two of these, “Leading your Team and Raising the Bar” and “Train the Trainer”, linked so as to deliver the outcome of 'better trained and motivated staff'.  The third course “Customer Service Excellence” set the standards of customer service to which the business aspired.

Site managers are supported by Supervisors and Team Leaders and it was vital in our plans that this group of employees were better equipped to understudy managers and to effectively take over in a Manager’s absence.  To this end the Supervisors Skills course offered by Crisp met our needs perfectly.

The result of investing in an integrated training programme has improved the skills of the key employees on our sites which in turn has led to more motivated and better trained staff.

As managers and supervisors have become more confident, this has allowed us to look at ways of enhancing sales, for example, we now have a programme of “up-selling” - with our various sites vying to top the “up-sales” league and be the champion site.

Working together has allowed Crisp to have a greater understanding of our business and has given us the confidence to use their services to coach senior management. 

With experienced trainers and a friendly approach Crisp Professional Development delivers”.

To find out how we can support your team with tailored training just for you, please speak to one of our team on 01392 409 198.

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