Delivering exceptional customer experiences at JLP
We teamed up with the John Lewis Partnership (JLP) to create engaging till training that quickly establishes the required skills for new starters while making sure every customer enjoys the same high standard of service in every store.
Making change happen on the shop floor
What JLP needed
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? 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.
How we helped
We designed two gamified digital learning experiences to engage our varied audience, brought to life with a charismatic interactive guide 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.
The interactive guide 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.
Making change stick
Book a callThe training has already had over 1,400 responses. And the feedback’s been great:
76% felt ready to apply what they’d learnt, with a further 22% feeling ready with a little support
79% said it struck a good balance between theory and practicePartners called the training clear, useful and realistic, with many highlighting how the interactive format helped them turn knowledge into action.
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