Tesco has revealed it is giving all 250,000 shop floor staff two hours training on how to communicate more effectively with shoppers, after being left behind by rivals on service.
Having spent £2m on the equivalent of an extra 800,000 staff hours in its UK store turnaround, the Making Moments Matter initiative will also see a dedicated trainer in most stores. Staff will be drilled in how to help customers locate products, be more friendly and show more knowledge and pride about their stores.
“We want shoppers to choose to come to Tesco because of the outstanding service they receive,” said Tesco UK & Ireland support officer director Tracey Clements. Tesco won the G33 service award two years ago but service levels plummeted last year - while Morrisons took the 2012 award in June thanks to its HOT (Hello, Offer, Thank) staff initiative. But Tesco has won the G33 store of the week three times this term, including this week.
“There have been some improvements but there’s a long way to go,” said Danielle Pinnington, MD of Shoppercentric, which recently scored Tesco last out of the big five for service.