Driving customer service to new heights with colleague headsets

My name’s Phil Roberts and I’m the manager of our Woodlesford store.

When we knew we were getting headsets the team had a few reservations, obviously it’s something new and everybody was a little uncertain about how it was going to go.

I think they thought it was just another gimmick, but when they landed and we started using them, they could clearly see the benefits straight away.

Sometimes we can work one on one, and when you’ve got your team member working on the till serving customers, you might not be able to see each other. So knowing you’re literally just the touch of a button away from getting some help is fantastic. They’re worth their weight in gold that way.

We seem to be a lot closer as a team now too. We’re able to use our headsets to talk about day to day issues to watch out for, but also to have a chat about what we’re doing at the weekend when we don’t have any customers in the shop. Sometimes we’ll play ‘name that tune’ with the in store radio where we all guess who sang the song that’s playing! I can’t stress enough how much they’ve brought us together.

Better for customers

We’re now able to be a lot more proactive when it comes to queues, we were quite good at jumping on the till anyway, but they’ve made us respond a lot faster.

I think our customers wondered what the headsets were all about to start with, but when we started explaining ‘I’m just going to use my headset to ask my colleagues if we’ve got this product for you, I won’t be a minute’, it means they can see the benefits because we aren’t walking off and leaving them – you can let them know there and then. It’s just driving customer service to new heights is all I can say.

As with anything new you’ve got to give it a go and roll with it, and it’ll eventually just become second nature. The team are now in the mind-set that their headset is part of their uniform; they come in, pop it on and away we go.

Phil, Woodlesford Road

Join the conversation! 5 Comments

  1. Hello, we have a member of staff that has a shunt inside their head. The shunt is controllable and is opened and closed using magnets. I have rand store support to ask if the headsets have magnets inside and they say they cant deal with the question as IT are dealing with the roll out. IT claim that they know nothing about head sets being rolled out to stores at all and asked where I got the information from about the head sets and that I should ring the manufacturer. Is this just poor communication? Does anyone know if the head sets have magnets? Mick.

    • Hi Michael,

      Thanks for getting in touch. The IT service desk are fully aware that we are rolling out headsets as we have just started rolling out to our Stores of Excellence and the IT desk will be taking any calls for issues, apologies if the individual you spoke to wasn’t aware.

      I have sent your question directly to the supplier, although I don’t know the answer right now I will come back to you as soon as i possibly can.

      If you have any other questions in the mean time, please contact me diectly on dave.tyas@coop.co.uk

      Kind Regards,
      Dave Tyas
      Project Manager

    • Hi Michael,

      I can confirm that the headsets do have magnets inside them – like most electronic devices. Our advice is that this colleague should only wear the headset if they feel comfortable that this will not affect their shunt and that they have no requirement to wear it if they don’t want to.

      You should log a call with ER services to notify them of a work adjustment based on this.

      Again if you have any further questions, please contact me on dave.tyas@coop.co.uk

      Many thanks
      Dave Tyas

  2. Seeing quite a bit about these on intranet news, and know they are going to SOE right now, what does the roll out period look like for the rest of stores?

    • Hello there,

      We’re rolling out to the SOE’s over the next 2 weeks and then 4 weeks later we will begin the main roll out. This will take approximately 4-5 months to complete, so every store will have them by the end of November.

      If you have any other questions, please contact me on dave.tyas@coop.co.uk

      Kind Regards,
      Dave Tyas
      Project Manager


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