How HR made a difference

November 2010
People Management;11/11/2010, p33
The article offers a look on the impact made by the launch of Selling Academy at retailer John Lewis on its employees. The program was able to offer its 30,000 customer-facing partners courses on product knowledge, customer service, selling techniques, and shopkeeping skills. With this, the firm found that the more experienced partners and suppliers had a high level of product understanding and participants related that they feel more confident and professional after the program. The co-ownership business model was also implemented.


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