Giordano goes back to the Shop Floor
Giordano, the leading apparel retailer, is taking customer service to a whole new level through the evolution of its “Giordano Means Service” programme. The company is selecting next generation service champions who will spearhead customer care standards and pass on global best-practice standards to their workmates as part of Giordano’s commitment to providing world class customer service to its customers.
Giordano has pre-selected 26 Service Champions, based on their consistent and exceptional service scores from the Dubai Service Excellence Scheme and Mystery Shopper feedback. These champions will act as role models for their colleagues, whose standards of customer care will then be assessed by shoppers in UAE stores. From the original 26 champions, Giordano hopes to produce 260 service champions by end of the programme.
On the floor throughout Giordano stores nationwide till the end of this year, the retailer’s staff will participate in a number of training workshops and team-building exercises to equip them with the necessary product knowledge and social skills to best serve customers according to Giordano’s global standards. On select days, Giordano’s key executives and Area Managers will be reporting for work not in their offices but in store, where they will work alongside shop staff and help serve customers.
“We always strive to provide our customers a total shopping experience – customers don’t buy from the company, they buy from the people they like and trust. They want someone who is knowledgeable about the products and delivers what is promised,” said Ishwar Chugani, Executive Director at Giordano Middle East. “There’s always something to learn about customer service, and for me and my management team, this is an invaluable opportunity to spend time in store, seeing what the daily reality is for Giordano’s customers, and for its people. The insights we will gain can not only help us build to a better business, but also to recognize, develop and reward our staff and create a better place to work.”
After each shopping trip to any Giordano store, customers are encouraged to rate the service provided by the staff. Team members who receive the maximum ratings will qualify as the next champions and will be awarded accordingly.
“Whatever you do, others can follow or even do it better. If we are to achieve continued positive growth and stay ahead at Giordano, it is our people who will make the difference,” Chugani concluded.
Giordano Middle East
Giordano International was founded in Hong Kong in 1981 and is now one of the world’s leading international retailers of men’s, women’s and children’s apparel and accessories. By focusing relentlessly on its five corporate business values of Quality, Knowledge, Innovation, Service and Simplicity(Q.K.I.S.S), the brand has grown from its single Hong Kong store in 1981 to the present network of over 2,300 stores and counters in over 30 countries / regions in the Asia-Pacific and Middle East regions. The company’s brands – “Giordano”, “Giordano Junior”, “Giordano Ladies”, “Concepts One” , “ BSX “ – are today synonymous with superior quality, value and service
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