Training to be the best

In an age where competition is cut-throat and customer expectations are sky-high, retailers are shifting focus from product skills to customer service skills. KRISHNA KRISHNA JEWELLERS finds an innovative solution to train his staff to deliver ultimate five-star experiences.

- Manoj Chakraborty and Suneeta Kaul

Well-trained employees are an asset to any organization, but when it comes to a jewellery retail outlet, it is absolutely imperative that the staff members are focussed, trained, efficient and highly skilled. Jewellery being a big-ticket purchase, even a one-time sale is very important, and the staff’s attitude and communication skills can make a big difference between a hit and a miss.

Raman Jethi, Director of the Panipatbased Krishna Krishna Jewellers, understands the importance of trained staff, and has taken many steps to ensure that his employees are among the best in the country. “Whenever I used to travel outside the country, I would observe the working style of the employees of retail outlets. I was very impressed with the way the staff members used to deal with customers, and I decided to give my own staff the best training possible,” he says.

Even though Jethi’s staff was quite experienced, he was not satisfied. “We had already invited trainers from Forever and Divine Solitaires to train our staff with regard to sales and product knowledge, but I felt it was not enough. I wanted to transform my employees and make them customer-friendly,” he adds.