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Published
Oct 25, 2021
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John Lewis boosts staff training after customer service complaints

Published
Oct 25, 2021

John Lewis is sending its department store customer service team back to school. The UK retail giant is to retrain hundreds of staff amid falling standards leading to an increase in the number of service-related complaints, reports the Telegraph.




John Lewis has opened a ‘school of service’ to retrain 500 staff before Christmas, in a bid to improve customer experience. Located within its John Lewis store in Stratford, east London, the school has four classrooms and one theatre.

If the voluntary programme proves effective, the retailer could expand the school to other parts of the country as well as to staff at its sister supermarket brand Waitrose.

John Lewis was once cited as a shining example of customer service but has fallen in consumer’s estimations in recent years. 

The partnership said in July that it wanted to invest more in customer service roles after it announced it would cut 1,000 jobs at John Lewis and Waitrose as part of a shake-up of store management.

A John Lewis spokesman told the newspaper that the ­initiative “reinforced our principles of putting customers at the heart of what we do”.

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