Steven will outline the key factors necessary to ensure that your teams are maximising sales, average spend and conversion. Using humour he’ll cover the importance of staff attitude, mind-set and motivation in adopting the right front line behaviours, explain pragmatic techniques to help front line teams engage effectively with their customers and describe the role leaders have to play to ensure that any improvement in customer engagement is sustained over a period of time so it becomes “how we do things around here”.
Steven Harris is the Founder and Managing Director of Energize Learning, an award winning training company established in 2000. Prior to Energize, he spent 20 years working in senior management positions first with Marks & Spencer and most latterly as Retail Director at The Body Shop. He presents at many retail, healthcare and public sector conferences both within the UK, across Europe and in the USA.
Steven has developed a unique approach to motivation and training – which he now shares in his new book, published last September - Fired Up and Ready to Go!
The book provides a highly charged practical guide to customer service, based on the award-winning principles used by Energize. It describes the importance of attitude, skills and behaviours required to engage effectively with customers in order to drive sales, average spend and conversion. It also focuses on the role of leadership in driving and most importantly sustaining front line retail sales.
His light-hearted presentation will centre around these key principles.
Energize clients include Selfridges, Marks & Spencer, Liberty and The Co-operative Group, and they recently supported the launch of “Pass My Parcel” a parcel delivery service – a joint venture between Amazon and Smiths News.