Sponge Video: Retail Rework

Customer service and experience

Posted on Oct 06, 2017

Learning strategies



This video shows you how to strengthen customer service skills and empower store associates to keep customers coming back.

You can find all the videos in the series on the Retail Rework page.


Emma Brock

Great customer service leads to more sales, but it's not always easy to get the equation right.

In this video we're pinpointing how better training can help retail associates deliver outstanding customer service. Customers aren't what they used to be, they know more, they challenge more, they expect more, but one thing hasn't changed, they love good customer service.

Vox pops

"You get used to rude customers, but it's never nice"

"I try really hard to give good customer service, but not everyone cares as much as I do"

"I know the face, when customers are going complain I try to avoid them, or call my team leader"

Emma Brock

As the sector moves away from a transaction based activity to an experienced led one, are training needs being met?

Liam O'Meara

You only have to look at how online retailing has absolutely transformed the retail sector, but the high street still exists. So actually, when people come into store we have to make sure they have the best possible experience because, if it was simply a case of making the purchase, they would have made it online.

Really what we need to do in terms of the retail environment is focus on that customer service element, really give people the skills and experiences to be able to be superb at the customer service, but then give them the tools and quick access guides to be able to get hold of the information they need very quickly in the live environment.

Emma Brock

knowledgeable, trained retail associates are worth their weight in gold and as retail changes they'll become even more important to customer service.

We hope you've enjoyed our Retail Rework videos, if there's any you've missed, or would like to revisit, visit the link below.

Retail Rework video series


1: Onboarding and talent

Sponge’s Liam O’Meara looks at how to get retail associates up to speed quickly and keep talent in the business.


2: Sales and product knowledge

Julie Wedgwood, Head of Learning Strategy at Sponge looks at how to close the employee knowledge gap in retail.


3: Mobile and microlearning

Charlotte Bryce of Sponge looks at how to make sure learning solutions meets the needs of busy retail associates.


4: Safety and security

How to rethink retail safety, compliance and ethics training with Katie Hall, Senior Learning Designer, Sponge.

Download our workforce training guide and put the lessons from Retail Rework into action in your business.

Download: Top 3 ways to drive loyalty, sales and profit in retail

A Workforce Training Guide