Till training that got 98% of new Partners ‘ready to serve’
We teamed up with the John Lewis Partnership to create engaging till training that gets new starters up to speed quickly, with the same high standard of service in every store.
Making change happen on the shop floor
JLP wanted to make change happen where it matters most: on the shop floor. They set out to bring consistency and confidence to new starters, with something that reflected JLP’s values, supported Partners at every level and helped new joiners feel confident, faster.
The goal was to empower every Partner, whether they joined yesterday or years ago, to follow the same trusted processes and deliver the unique John Lewis customer service experience.
That’s where we came in.
We designed two gamified learning experiences.
Built to engage a varied audience, each one is brought to life with a charismatic, humorous host and packed with practical challenges.
The training kicks off with a clear intro to till functionality, policies and best practices, then builds through realistic, customer-centred scenarios that mirror what Partners face day to day.
Each experience builds in three steps:
Learn the till
A clear intro to till functionality, policies and best practices, so new starters know the how before they start.
Practise real scenarios
Realistic, customer-centred scenarios that mirror what Partners face day to day, with practical challenges along the way.
Serve the John Lewis way
Every scenario reinforces JLP’s values, so every Partner delivers the same high standard of service in every store.
A host who knows what to say
The charismatic guide, inspired by cheeky game show hosts, provides ‘what to say’ prompts and fun, real-time feedback, helping learners get to grips with both the how and the why behind a great customer experience.
Lima Delta’s innovative approach, combined with a clear understanding of our brand values, resulted in a highly engaging and effective training programme.
It surpassed our expectations, providing an improved experience for our Partners and helping us to deliver an even better service for our customers.
Built on behavioural science
The training draws on a handful of behavioural science principles:
Game mechanics
Challenges, progress and a bit of fun keep people engaged. Learners stay with it because they want to, not because they have to.
Realistic practice
Rehearsing customer moments in a safe space means the first time a new Partner faces a tricky situation isn’t in front of a real customer.
Instant feedback
Feedback in the moment, from a guide learners like, helps the right habits form quickly and wrong ones get corrected before they stick.
Ready-made words
‘What to say’ prompts give new starters the language for tricky conversations, so confidence comes faster when it counts.
felt ready to apply what they’d learnt, with a further 22% ready with a little support.
79% said it struck a good balance between theory and practice. With over 1,400 responses so far, Partners called the training clear, useful and realistic, with many highlighting how the interactive format helped them turn knowledge into action.
Wondering how we could help you?
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