By Mark Davidson
Department store John Lewis has today reported positive results from its ‘Much More than a Driver’ training scheme.
John Lewis collaborated with global development firm Cognisco to improve the skills of its vehicle drivers by developing a tailored training and development programme to be rolled out across the whole company.
Damian May, Business Development Manager at John Lewis, said: “Our drivers are at the forefront of John Lewis’s customer service offering.
“If a customer has placed an order through johnlewis.com the driver may be the only face-to-face contact a customer has with our business, so it’s vital that they receive the same experience as they would in one of our shops.
“We listened to our driver’s feedback, and realised that we needed to create a way of finding out exactly what their training and development needs were to allow them to achieve the high standards of service our customers expect.”
A ‘Driver’s Day’ was set up in February 2010 where a working team of 12, including: six delivery drivers, a regional operations manager and personnel manager came together to decide on the trainings content.
The final testing involved an online test designed, to be completed around the driver’s schedule, which assessed the weaknesses and strengths of each driver.
May added: “The feedback from the drivers on the ‘Much More than a Driver’ programme has been very positive; with many commenting on the fact the business listened to what they had asked for.
“They have also been instrumental in driving the programme forward. From a business perspective, the programme has been well received, and it has also provided us with a benchmark for what we expect from our drivers which will be used in the recruitment process moving forwards.” May added.