To live up to our Corporate Mission of offering quality, value and service, the Robinsons Group believes strongly in developing our people to their fullest potential. A comprehensive Annual Training and Development Plan, tailored to provide every level of staff with job-related skills and knowledge, takes care of learning in a structured manner.
Learning takes place on-the-job and in the classroom with a series of training programmes. Lateral transfers among departments and stores offers more avenues to enhance the work experience of our staff, further their development and provide the much-need exposure.
Customer Centric Initiative
We are proud to be associated with the nationwide Customer Centric Initiative (CCI), envisioned to generate a customer focused retail culture within the service sector. Our participation in CCI demonstrates our unflagging commitment to service excellence.
Under CCI, we first worked together with consultants to better understand our current service level through focus group discussions, interviews with stakeholders and surveys with customers and staff. Following the results of our research, we reviewed our service strategy, standards and measures, and developed a framework for training, with key performance indicators to measure effectiveness. Training has commenced since August 2006, focusing on teamwork, communication and leadership.
An internal contest for a service tagline produced the catchy phrase Think Service, Think Us, which will serve as our CCI slogan at Robinson & Company.
FISH!
The Group has also embarked on a core training initiative entitled FISH!, to create a more positive work environment and instill good service attitudes among staff. The philosophy of FISH! is mapped out in four principles
- Play (to perform serious tasks in an energetic and creative way)
- Make Their Day (to delight customers through small gestures or going the extra mile)
- Be There (to be physically and mentally present for the customer)
- Choose Our Attitude (to choose how best we want the day to be)
FISH! training workshops were rolled out since March 2006 for all staff at every level. While both CCI and FISH! ultimately share the same objectives of enhancing the levels of customer service, they are complementary to each other. CCI identifies the areas needing improvement and develops the processes and blueprints, while FISH! focuses on the desired behaviours and works to achieve them. By melding the two programmes, we hope to see our staff bring our service levels to even greater heights and help the Robinsons Group to become a role model for the service sector in Singapore.
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