HOW ONE BRANCH OF WAITROSE IS PAVING THE WAY TO WORLD CLASS CUSTOMER SERVICE FOR DEAF PEOPLE
The Waitrose Leckford Farm Estate houses the Farm Shop and Café. Being part of the John Lewis Group, Waitrose are known for their outstanding customer service. Yet even they still recognise you can always build on what you already do. Take a look at how terptree helped them…..
When terptree originally spoken with Colin McIntyre (Manager Retail, Leisure & Events) he had been interested in enhancing deaf peoples customer experience and passed the information onto Kevin Taylor (Farm Shop & Cafe Manager). Kevin explained that he was interested in speaking with terptree because he had not realised that someone could offer them a package to help them raise awareness of dealing with deaf customers.
He said that when Victoria Williams, Founder of terptree, contacted him, they were keen to pursue a working relationship between terptree and Leckford Farm and Café. “We asked Victoria to provide the deaf awareness training to our Partners and were excited to be seen as the trial branch and flagship within the Waitrose Group and John Lewis Partnership for rolling out this training”.
“Victoria ran face to face deaf awareness training to all of the managers and partners of the farm shop and café at Leckford Estate. This was ran over two nights so that everyone could take part. Before the training was held, some people were apprehensive and some thought they already knew enough. However, at the end of it, everyone got something out of it and the whole team obtained tremendous value from the evening. For some it was a gentle push to make them think more in their dealings with deaf customers, for others it gave them the confidence to know that they were equipped with the skills to provide excellent customer service to deaf and hearing customers alike.”