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You Are The Difference Returns to Ireland: Alf will be running a series of customer service coaching sessions for retail managers and staff in Dublin and Cork on 15th and 16th February. Details are available from Helen at Retail Excellence. helen@retailexcellence.ie
Tesco Express New Concept Store Dudley: Alf delivered a special You Are The Difference coaching session for all 500 + staff prior to the opening of the new Tesco Express Concept store in Dudley. This was the first time an event of this type and size had taken place within Tesco. A great audience helped to make it a very positive and unique day. (click photos to enlarge)
Tesco Customer Service Manager Conferences: Alf completed a series of special YATD sessions at five Tesco customer service conferences held across the UK. The main theme of the conferences which were attended by over 1300 customer service managers was around delivering great customer service.
Tesco Counters: Alf has developed a new customer service programme for the supermarkets fresh counters business across the UK and Ireland. Working with Mark Green Head of Counters Operations at Tesco Alf has created a programme that helps counter staff to raise the bar in terms of service and interaction with the customer. As part of the new programme Alf has produced a unique interactive coaching DVD for Tesco.
Magnolia Silver Jewellery YATD Event Israel: At the two day event in Tel Aviv Alf delivered the special YATD programme he designed for Magnolia UK. Israel, Australia, Canada and Portugal teams will now launch the programme in their counties.
*After running the event below - Magnolia reported a + 11% year on year increase in sales for December 2011. The You Are The Difference Programme...it only works!
Magnolia Silver Jewellery YATD Christmas Event*: Launched in 1996 Magnolia has grown to become the world's largest leading retailer of designer silver jewellery with more than 150 branches now across North America, Europe, the UK and Australia. Alf ran a special two day YATD Christmas Event for all managers. The aim of the event was energise the teams across the UK and to maximise the sales and service opportunities over the busy Christmas period. http://www.magnolia-silver.com/
Dominic Prendergast Joins You Are The Difference: A former Jessops and Thornton's retail director and now chairman of the Oxford Summer School, Dominic brings his unique and wide range of experience to the You Are The Difference team. Click on link below for recent article in Retail Week.http://www.allbusiness.com/retail-wholesale-trade/retail-merchandise-management/15319117-1.html
Premier Outlets Centre Denmark: Premier Outlets Centre in Ringstead near Copenhagen has 27 top branded stores and is Denmarks only outlet centre. Alf has recently delivered a special You Are The Difference 'Coach the Coach' programme involving all store managers. The new customer service and sales programme will form part of a long term partnership with the top Danish centre. tp://premieroutlets.dk/
The YATD Programme launched in Dubai: Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai. The You Are The Difference programme will be used as the new on going customer service training tool.
Garden Centres Coaching Event Leeds: Alf delivered a special one day YATD 'Coach the Coach' event for a large group of independant garden centre owners and staff based in the North of England. A series of YATD DVD coaching sessions will follow where all the managers will coach their teams the skills and pronciples from the programme.
Apex Chemicals: Alf delivered a special YATD motivation/team build event for the sales team. Apex Speciality Solutions has a global reach, supplying both the on-shore and off-shore business.
Real Service Best Practice Group: Alf was one of the main speakers at Real Service Best Practice Conference. The RSBPG brings together many of the UK's most dynamic property owners, fund managers and property management companies. Dedicated to improving customer service to occupiers the group members represent combined gross assets in excess of £100 billion.
Grafton Merchanting Ireland: In the Republic of Ireland, Grafton is the largest builders and plumbers merchanting business, trading from 56 locations nationally, with strong local and national brands. Alf has now completed 28 YATD coaching events involving 700 staff from all branches throughout Irealnd.
YATD Coaching Sessions Ireland November : Alf has completed a series of YATD sessions across Ireland for a wide variety of retailers through Retail Excellence.
Calvin Klein European Launch: Alf has successfully launced a new You Are The Difference customer service coaching DVD exclusively produced for Calvin Klein. The DVD will form part of a European wide You Are The Difference customer service coaching roll out that will be available in 7 different languages. The DVD was launched at the companies annual conference held in Alicante Spain where all stores throughout Europe were represented.
Skillsmart: Skillsmart the sector skills council for retail has been working for some time to develop a customer service and sales programme to help retailers raise their skills in this vital part of their business. The You Are The Difference programme was chosen as being the right product to deliver this to small and medium sized retail businesses throughout the UK.
Natural and Organic Products Europe at Olympia London: Alf was one of the key note speakers at Olyympia where he presented a special session that gave an insight into the You Are The Difference programme. The show which is the largest of its kind in Europe annually attracts an audiance of over 7,500 from across the world. http://www.naturalproducts.co.uk/
Swarovski: With over 90 stores in the UK as part of a world wide 1000 stores across 120 countries Swarovski is one of the high streets leading brands. Alf was the main speaker at the companies UK conference in Windsor where he introduced the You Are The Difference programme to all UK store managers and leaders within the business. The programme has now been delivered across two regions prior to it being rolled out to all stores.
McElhinny's Ballybofey: One of Ireland largest and finest department stores McElhinney’s has been offering its customers an unparalleled range of product and an unequalled level of service since 1971. Through a series of YATD coaching sessions Alf has delivered the programme to the entire team of over 130 staff. Follow up in store coaching and mystery shopping around YATD will help to keep the focus on the programme strong. * In November the McElhinny's won department store of the year in Ireland for service. Congratulations to all you really have made the difference!
Arboretum Lifestyle and Garden Centre Co Carlow Ireland: Congratulations to the whole team in winning the Garden Centre of the year for best customer service: 5 star gold. I am proud that the You Are The Difference programme has helped you to raise the bar.
King Sturge Centre Managers Conference: Alf was the main speakers at the King Sturge Annual Cenre Manages Conference. Specialists in major shopping centres throughout the UK and Europe King Sturge are leading agents focussed on retail, leisure and mixed use development acting for owners and local authorities.
Jack Wills: The YATD programme has now been successfully launched in all central London stores.
Glandbia Ireland: Glanbia Agribusiness has a network of over 50 stores throughout Ireland and specialises in farm, homeware, petcare, garden and leisure products. Through a special full day event along with all store managers Alf has launched You Are The Difference as the companies new customer service programme. The coaching of the programme to all staff within each of the 50 stores will be delivered by the manager through the special YATD coaching pack which includes the interactive DVD and book.
Right Price Tiles Ireland: All sales staff within the 23 branches throughout Ireland have taken part in a series of special coaching events where the YATD programme has been successfully launched.
Dun Laoghaire Shopping Centre Ireland: Retailers and store managers took part in a You Are The Difference session held at the shopping centre.
Langlands Garden Centres: Every member of staff within each team throughout the business based in Shiptonthorpe and Leeds took part in a series of specially designed You Are The Difference coaching sessions.
Appelbys Jewellers: As one of Irelands top jewellers, established over 50 years Applebys prides itself on giving first class service. As part of its goal to raise the bar in terms of service even higher Alf has delivered a tailored You Are The Difference session to all staff and managers within the business.
Dairygold Ireland: All staff at Dairygold took part in a large You Are The Difference event which helped successfully launch the programme into the company. This was followed by a 'One Day Coach the Ccoach' session for customer service champions who will be responible for the on going coaching of the customer service programme. The business have a network of 39 retail branches throughout the Munster region supplying hardware, homewares, builders providers, and farm requisites to farmers, builders and other retail customers.
O'Keeffes Group: Alf has successfully delivered the one day coach the coach programme within the O'Keeffes Group. Mebelus Furniture, Petmania, The Wine Centre and Gardinia Garden centres were all represented at the event held in Kilkenny Ireland. Below are those that took part in the event and a few photos from the fun ice breaker.
The Officers Club: Alf delivered the You Are The Difference 'One Day Coach the Coach' event for The Officers Club. With over 110 stores throughout the UK the Officers Club is one of the countries largest retailers specialising in menswear today.
Elverys Sports Ireland: Elverys Sports was established in 1847 and is Irelands oldest sports store with 55 branches. The You Are The Difference customer service programme has now been been delivered to all store managers by Alf through the 2 seperate one day 'coach the coach' events. The programme will now be rolled out to all store teams through a series of DVD coaching sessions assisted by the special YATD coaching pack.
Waterford Crystal: Waterford Crystal have opened a brand new manufacturing facility, retail outlet and visitors cente in Waterford Ireland. Alf has designed and delivered a new You Are The Difference customer service programme which will be the foundation of the customer service experience in the new retail outlet and visitors centre. As part of the staff recruitment process he ran 4 special You Are The Difference events over 2 days where over 120 applicants took part in 2 hour sessions. All staffing for reception, the tour and the retail outlet where chosen from those who took part in the special 2 day YATD events.
Telefónica O2 Ireland: Alf presented at the annual managers conference in Ireland during April. Telefonica is Irelands leading provider of mobile services, offering communications solutions to over 1.7 million customers.
County Carlow Chamber Ireland Business Breakfast: Alf was the main speaker at the Carlow Chamber business breakfast at the Talbot Hotel In Carlow in April where over 100 people attended the special session. On the day Alf presented a YATD session on how to make the most from your business through providing great customer service.
Retail Excellence Ireland Annual Conference: Alf was one of the main speakers at Retail Excellence Ireland annual conference in Dublin. Retail Excellence Ireland involves 590 leading retail companies who operate over 8000 stores in the Irish market.
Martin McColl: Through a series of full day coaching events Alf along with Area Managers and Store Mangers have successfully launched a special You Are The Difference programme to over 50 stores throughout Scotland.
The Garden Centre Association Annual Conference: Alf was one of the main speakers at their annual confrence held in Birmingham which was attended by over 200 independant garden centre owners and managers from throughout the UK and Ireland.
Sewell Group: The Sewell Group based in Hull invited Alf to run a You Are The Difference customer service session as part of the launch of their annual Convention week. The company which runs a group of award winning petrol and convenience retail outlets also specialises in development and construction.
First UK Bus Coaching DVD: Alf has written and produced a special You Are The Difference coaching DVD that has been used as part of a First UK Bus customer service training programme across the UK. Over 35,000 members of staff throughout First UK Bus have experienced the training programme and the new DVD.
Woolacotts: The Devon and Cornwall premier ectrical retailer which has 8 stores has successfully launched You Are The Difference as its new customer service programme throughout the whole business. The programme which was designed and delivered by Alf to encorporate the specialist culture of Woolacotts and is being sponsored by The Cornwall Retail Trust.
Thorntons: As part of their continued commitment to You Are The Difference Alf has ran a series full day workshops where new store managers are given the tools to coach their teams the customer service programme.
Thoughts Cards: Thoughts Cards the fast expanding independant card and gift retailer with stores in Cardiff, Bath, Bristol, Birmingham and Sheffield has now launched You Are The Difference as their customer service culture. through the unique one day "coach the coach" programme. All store managers and directors attendeded the event which was delivered by Alf .
RUN4IT: RUN 4 IT the Scottish based running specialist retailer with 6 stores throughout Scotland has made You Are The Difference its customer service and sales culture. Along with all store managers and staff Alf launched the You Are The Difference through the 'One Day Coach the Coach Programme' at a special full day training event held in Stirling.
Manor Pharmacy Launches You Are The Difference: Manor Pharmacy which has 52 shops throughout the Derbyshire area has launched the You Are The Difference customer service programme to all shop teams.
Whittington Hospital Emergency Department: Alf has written and presented a bespoke You Are The Difference customer service coaching programme to all staff at the accident and emergency department of the Whittington Hospital in London, this new programme will now form the cornerstone of patient/customer service within the department.
NHS Health Centre Practices: 27 different NHS Health Centre Practices throughout the North East of England have taken part in a series of specially designed You Are The Difference coaching sessions.
Bank of Scotland: As part of his continued work within the financial sector Alf ran a special You Are The Difference motivational session at the Bank of Scotland's private banking offices in Aberdeen. The session was attended by a wide range of personnel from throughout the bank.
COOP Plymouth and South West Food Stores: Alf was the main speaker at the re launch of the companies successful customer service programme "Our Customer Promise". The relaunch was attended by over 70 store managers from throughout the region.
McArthurGlen Shopping Centres: As part of the on going partership with the McArthurGlen Bridgend Designer Outlet Alf ran a special customer service "Champions" day with the centre management team. The purpose of the session was to coach the team in how to help keep the You Are The Difference customer service programme alive long term and to successfully deliver the You Are The Difference DVD coaching session to all future new store staff.
International Nurses' Day celebration at St George's Hospital, London: As part of his continued work within the NHS throughout the UK Alf delivered a special You Are The Difference session at the International Nurses' Day celebrations of St George's Hospital, London (photos below) The event was attended by over 300 nurses from the hospital.
Cornwall Retail Skills: Alf hassuccessfully launched the You Are The Difference customer service programme to a wide range of both large and small indepentant retailers throughout Cornwall in conjunction with Cornnwall Retail Skills and Skillsmart and will be planning to develop the programme throughout other areas within the UK during the coming year.
David Sands Supermarkets Triumphs at the Scottish Grocer Awards: All teams within the companies 28 supermarket outlets, head office and warehouse took part in a You Are The Difference customer service programme which now forms a major part in the companies internal and external customer service training and philosophy. http://www.david-sands.co.uk/Images/Magazine/Spring08/57603_DavidSand%20Lft.pdf
Alf at Wembley Stadium: Alf was one of the main speakers at the Microsoft Retail Productivity Seminar at Wembley Stadium. The seminar was attended by leaders and top managers from many of the UK's major retailers.
Marketing Week - Brand Conference London: As part of a presentation given by Mike Davis CEO of Thorntons Chocolate, Alf presented "the spiral of positivity" from the You Are The Difference customer service coaching session and an insight into the positive long term effect the programme can have on staff, the customer and sales.
BSSA: British Shops and Stores Association Limited: Alf has had his book 'Just Looking Thanks!' chosen as one of the books made available to members through the BSSA web site. http://www.british-shops.co.uk/services_books.htm
Junction One Shopping Centre Ireland: Alf and the Junction One Shopping Centre in Ireland driving home the message that excellent customer service really can impact positively on retail sales especially during the "credit crunch" http://www.junctionone.co.uk/news_item.asp?id=442
Royal Colledge of Nursing annual Conference and Exhibition: Alf has present a special You Are The Difference session to over 250 emergency care staff at their annual conference and exhibition in Warrington.
Northern Ireland Region of Shopping CentresAutumn Seminar: Alf presented a You Are The Difference session specifically tailored for Centre Managers and Service providers to help make the deivery of outstanding customer service achievable by everyone.
BCSC Conference: Alf was invited to be one of the main speakers at the BCSC Shopping Centre Management Conference & Exhibition in association with The College of Estate Management. The Conference which was attended by over 800 people from the retail industry was held at the MICC Manchester.
Institute of Customer Service book of the mont: Alf has book chosen as book of the month!
The ICS review of the book:
"Just Looking Thanks!" - The straight-forward guide to creating brilliant customer service.
"How many times have people working in a retail environment heard those words? And how many times have we as customers said them?This book is a coaching guide for people delivering service in retail. It is based on the author's practical experience in working with front-line staff in the UK retail world. "People buy people first and product second" is the title of one of the chapters. It would make good reading for anyone working in a retail environment"Peter Hall, ICS
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Also introducing the straight forward written guide and DVD to creating brilliant customer service, "Just Looking Thanks!" by performance coach and creator Alf Dunbar
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The ICS review of the book:
