The Challenge
Like many retailers, this large national chain was facing challenges with high staff turnover and declining employee engagement—issues that directly impacted customer experience and overall sales performance. Despite their efforts to build a values-based culture, many frontline employees struggled to connect with customers in a meaningful way, and leaders were not fully equipped to coach or support their teams to deliver service excellence.

The Objectives

• Strengthen employee retention and engagement

• Build a consistent, customer-centric service culture

• Equip managers with tools to lead and coach more effectively

• Enhance frontline staff’s confidence and interpersonal communication skills

 

The Solution
The organisation implemented the Integrity Service® programme as a foundational component of their customer experience strategy. Designed to support long-term behavioural change, the programme gave employees a practical framework for understanding customer needs, building rapport, and handling service challenges with confidence.

Managers participated in dedicated coaching sessions to ensure they could reinforce new behaviours and model service expectations on the shop floor. With an emphasis on emotional intelligence and personal responsibility, the training aligned well with the company’s commitment to creating a values-driven retail environment.

The Results

• 40% improvement in employee retention

• Significant increase in customer satisfaction scores

• Boosted staff morale and confidence in handling customer interactions

• Managers reported stronger alignment between team performance and company values

 

Client Feedback
“The Integrity Service programme helped us create a shift in mindset—from simply ‘serving customers’ to genuinely connecting with them. Our teams are more engaged, and it shows in the feedback we’re getting from our customers.”

Why It Matters
In competitive retail environments across New Zealand and Australia, customer experience is a key differentiator. By investing in service training that develops both skill and mindset, retailers can improve retention, lift customer loyalty, and build a stronger brand reputation—starting at the frontline.