GRADVERT
Head Office
Maling Exchange
Hoults Yard
Newcastle upon Tyne
NE6 2HL
+44 (0) 191 607 0225
London Office
99 Bishopsgate
London
EC2M 3XD
+44 (0) 203 693 7380
hello@gradvert.com
Sharps Bedrooms

CASE STUDY: Sharps Bedrooms

Putting Customer Service at the Heart of the Business

Overview

Sharps Bedrooms is a privately owned fitted bedroom and home office retailer and manufacturer. Sharps has around 112 showrooms across the United Kingdom, and is headquartered in Bilston, West Midlands.

The Challenge

Sharps had a business need to put their customer service levels at the same high level of their quality products and brand reputation. They recognised that in a competitive marketplace, having exceptional people and service behind the brand would help them match their customers’ expectations and, in turn, improve business performance.

Sharps Bedroom Example

THE SOLUTION

Having spent time with the Sharps team getting to understand culture, ethos and brand values, Gradvert engaged with the customer service team.  We listened to calls, explored the existing customer journey and used that knowledge to create a programme tailored to the business.

The Gradvert training team then designed and delivered a bespoke 2-day training programme using a combination of techniques from role play, video and audio techniques and group exercises, to essentially build a toolkit of strategies and techniques to help the team moving forward.

Initially 200 of Sharps’ staff were involved and, due to great feedback, it was then rolled out to the wider business and an ongoing relationship was soon established.

Some of the main highlights of the training included: –

  • Effective communication techniques
  • Understanding the customer’s needs
  • Building resilience
  • Dealing with challenging situations

THE IMPACT

The training was a tremendous success. Not only did it create a forum for open, honest and transparent feedback, it also enabled immediate increase of improved levels of customer service within Sharps. The training success led Sharps towards an ambition to put all new employees through the training course as part of their induction programmes.

Delegates highly rated the course with an average satisfaction score of 4.8 out of 5 and with 96% saying that they would highly recommend the course to a colleague.

See attendee testimonials and comments below.

Bedroom