Nespresso
Customer Service Training
Opportunity
International retailer Nespresso decided to invest in customer service training for its frontline retail staff.
Approach
MSB created a global ‘Service Excellence’ programme to provide Nespresso’s customer-facing employees with the skills to deliver consistently outstanding customer service, whilst respecting the different cultures of the countries in which the business operates.
MSB created an interactive, motivational and enjoyable training and development experience that went above and beyond standard classroom training techniques.
Nespresso asked MSB to oversee the roll-out of this training programme across the business. To achieve this, we designed an extensive ‘Train the Trainer’ programme for the company’s Global Training team. This enabled them to deliver the business’ future customer service training.
Impact
Nespresso was delighted with MSB’s customer service expertise and with the success of the training, which contributed to the successful development of the Nespresso brand as it expands.