Bourne Training

Compass Group, the World’s largest food service provider, needed an induction programme for new sales staff in their 300 amigo and Whistlestop convenience stores. The programme needed to cover customer service and basic sales skills prior to staff interacting with customers.

Specific requirements included:

• A computer-based programme that could be delivered in-store on a stand-alone basis or within small group sessions
• A creative approach which would appeal to staff of all ages, and would effectively provide them with the essential skills and knowledge they require
• A structure that would facilitate line manager involvement in the learning process and enable validation of learning as the staff member progressed through the programme
• A programme that could be tailored for other companies within the Compass Group and was adaptable to translate for stores throughout Europe.

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“Bourne adopted an open and flexible approach which enabled us to work closely together to produce an extremely effective training package. The key was Bourne’s ability to create interesting, interactive and fun modules that encourage staff to take part and remain engaged in the learning process. The structure of the programme also facilitates communication with the store manager and assists the identification of further coaching needs.”

Working closely with Compass Group, Bourne developed a modular CBT programme covering essential induction knowledge and critical service skills. In addition to the core tutorial element, the course was delivered alongside a range of Managers’ Resources to ensure the learning was effectively applied on the shop floor. Key features included:

• A modular learning programme that incorporated CBT and interactive activities that could be undertaken outside the course. This was structured so that the learning could be planned over the initial weeks of employment
• Fast-paced delivery with creative use of animated graphics and photographic images, together with audio to guide the learner through the course
• A suite of Managers’ Resources which included Training Records and Plans, Briefing Notes to enable structured interaction during the learning process, and Course Activity questions and answers
• A structure which easily facilitated localisation and translation for other companies in the Compass Group across a range of European locations.

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“The end product not only addresses the precise need that was outlined at the outset, but it does so in an incredibly user-friendly way, pitching the learning at exactly the right level for the target audience. Bourne was able to create this through thorough and continuous communication, and by establishing an understanding of our specific and overall requirements.”

• Average transaction values increased by up to 19% in Whistlestop stores within 4 weeks of training
• Mystery Shopper scores progressively improved by 13-24 percentage points in the three month period following training, confirming a sustained improvement in the quality of merchandising and customer service
• Managers’ feedback reports displayed an enthusiastic response from managers and staff:
• Merchandising: “Fantastic….it sets the Company standard”
• Selling: “Really helped us - staff always try up-selling”
• Difficult Situations: “Staff are now confident in handling difficult situations”
• Customer Service: “Improving - GREAT!”
• Courses have been localised for other Group companies and other European locations quickly and at low cost.

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