Enhanced live chat skills for major retailer NEXT

  • Learning needs analysis

  • 5 C’s to create superheroes

  • Highly interactive and engaging training, using best practice & bespoke example scenarios

How we helped

NEXT’s chat channel was being rated via customer feedback on ‘Rant and Rave’. Systems training had been provided initially however opportunities based around use of language and personalisation were identified from the customer feedback. NEXT wanted their advisors to feel more confident & relaxed and sought to use our best practice knowledge in how to achieve this efficiently.

We carried out a full learning needs analysis. From our time on and off site we found that the internal training team had begun development in a new half day workshop which could be positioned as the perfect introduction to basic ‘softer’ skills on chat for new starters. We also found that the team managers had created a one hour briefing session with similar content to increase the skills of all their advisors.

It therefore meant our session could focus on more advanced chat skills and we structured this around 5 C’s to create superheroes.


The design of the programme was highly interactive and engaging, utilizing best practice input from us and lots of bespoke example scenarios from typical NEXT chats that the advisors could relate to. This was piloted successfully on site with a group of chat advisors and key stakeholders. We followed up with a session for team managers so they could reinforce the messages that their teams were experiencing through quality coaching sessions and in the moment reinforcement feedback.

A train the trainer session for onsite trainers was provided for future delivery to the teams in both the UK and Pune, India. A further three sessions were delivered by our team for newly recruited live chat advisors as part of their initial training programme, before finally leaving our client self-sufficient and highly satisfied.

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