In brick-and-mortar retail, customer service is one of the most valuable assets and is crucial both in terms of competition within the retail sector and for the customer’s experience.
In collaboration with IHM Business School, the Eurocommercial Retail Academy is now being rolled out at Valbo Shopping Center and the property owner’s six other shopping centers in Sweden, with the aim of focusing specifically on customer service and interaction. Since 2019, store employees have been offered in-person sessions with inspiring speakers who have shared their experiences with customer service in various situations.
“Everything we do must be focused on our visitors and how they experience their time with us,” says Anette Lättman, center manager at Valbo Shopping Center.
The company is now taking the next step by offering training to all of its tenants’ retail employees through a uniquely developed digital learning platform. Upon completing and passing the training, participants receive a certification from IHM Business School.
"Professional development is an important part of working in the service industry, whether you’re new to the field or have been working in it for 20 years. We believe in providing a warm welcome from our staff. We also hope this will further enhance our visitors’ positive experience of Valbo," says Anette Lättman, Center Manager at Valbo Shopping Center.
The Eurocommercial Retail Academy will be offered annually.