Developing a customer focused sales strategy
A MFI Furniture Group case study

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Page 13: Customer care training

Comprehensive staff training and service evaluation help to measure MFI's personalised approach to service. Customer care training is included in all of MFI's formal training programmes as well as in informal sessions held within stores. One-to-one briefing, team briefings, role plays, coaching and monitoring sessions all have, at some stage, customer care as their background.