John Lewis drivers deliver top customer service Retailer recognizes their role as the organization's human face

John Lewis drivers deliver top customer service Retailer recognizes their role as the... Purpose – This paper aims to describe a training program for 300 delivery drivers at UK retailer John Lewis. Design/methodology/approach – The paper deals with the reasons for the program, the form it took and the results it has achieved. Findings – The paper details how John Lewis teamed up with assessment company Cognisco to create the Much More than a Driver program, tailored to meet the individual training and development needs of each driver. Practical implications – The paper explains that training materials and activity packs with job‐aid cards were created for the drivers. A “day in the life of a John Lewis delivery partner” video is also being created, alongside a work‐book, allowing drivers access to all elements of the training program, even from a remote location. Social implications – The paper reveals that, as more and more customers opt to shop online, a company's delivery drivers are increasingly the human face of the organization, so the drivers must have the skills, knowledge and confidence to provide great customer service. Originality/value – The paper explains that, because the drivers were asked what tools and training they needed before John Lewis embarked on the program, they supported it from the start and really helped to shape the program. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management International Digest Emerald Publishing

John Lewis drivers deliver top customer service Retailer recognizes their role as the organization's human face

Human Resource Management International Digest, Volume 19 (6): 3 – Aug 30, 2011

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0967-0734
DOI
10.1108/09670731111163464
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to describe a training program for 300 delivery drivers at UK retailer John Lewis. Design/methodology/approach – The paper deals with the reasons for the program, the form it took and the results it has achieved. Findings – The paper details how John Lewis teamed up with assessment company Cognisco to create the Much More than a Driver program, tailored to meet the individual training and development needs of each driver. Practical implications – The paper explains that training materials and activity packs with job‐aid cards were created for the drivers. A “day in the life of a John Lewis delivery partner” video is also being created, alongside a work‐book, allowing drivers access to all elements of the training program, even from a remote location. Social implications – The paper reveals that, as more and more customers opt to shop online, a company's delivery drivers are increasingly the human face of the organization, so the drivers must have the skills, knowledge and confidence to provide great customer service. Originality/value – The paper explains that, because the drivers were asked what tools and training they needed before John Lewis embarked on the program, they supported it from the start and really helped to shape the program.

Journal

Human Resource Management International DigestEmerald Publishing

Published: Aug 30, 2011

Keywords: Retailing; Delivery services; Assessment; Training; United Kingdom

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