More and more consumers are ordering their groceries online. But there’s a lot involved in this process. That’s why PLUS pays a great deal of attention to collection and delivery via the PLUS collection point or home delivery service. Via ‘mobile learning’, PLUS employees learn how to ensure that customers can do their shopping online with peace of mind – time and time again.
Order your groceries online with peace of mind
More and more PLUS supermarkets are making it possible to order your groceries online and then either collecting them or having them delivered to your home. Quality and service are also of paramount importance for home deliveries and collection points. How is PLUS supporting employers and (new) employees so that they can offer customers speed, flexibility and top service?
Order your groceries online with peace of mind
More and more PLUS supermarkets are making it possible to order your groceries online and then either collecting them or having them delivered to your home. Quality and service are also of paramount importance for home deliveries and collection points. How is PLUS supporting employers and (new) employees so that they can offer customers speed, flexibility and top service?
Enticement, Mobile first and Practice-oriented
The online training programme focuses on three topics: order collection, home deliveries and the PLUS collection point. PLUS sets clear learning goals for each topic. UP developed the concept based on the pillars of ‘Enticement’, ‘Mobile first’ and ‘Practice-orientated’. In addition to transferring knowledge, the training programme also ensures that proper, customer-oriented behaviour is displayed.
Maurice Buring
PLUS retail
“Customer satisfaction starts with collecting the online orders. We want everyone to pay attention to the quality of the products and the way they are packed. Employees also face dilemmas when collecting, delivering or helping customers at the PLUS collection point: ‘How do you guarantee a satisfied customer?’ In addition to knowledge, the right attitude is needed.”
Enticement
A game was chosen for conveying the theory and the desired behaviour here. Employees learn the theory in an entertaining way by earning PLUSes, advancing through ‘levels’ and completing challenges in the form of video cases.
Mobile first
Door de training te ontwikkelen voor de smartphone, volgen PLUS ondernemers en (nieuwe) medewerkers de training waar en wanneer zij dat willen. Daarbij nemen ze in korte tijd kleine ‘learning bites’ tot zich nemen.
Practice-oriented
Using realistic and practical situations, employees learn how to make a positive contribution to the customer experience. They practice from their own perspective as well as from that of the customer.
The development
In the PLUS e-learning course, employers and (new) employees go through the sections ‘Order collection’, ‘Home delivery’ and ‘The PLUS collection point’.
As an employee, you decide which part you start with. First, you get to see your challenge in a short introductory video: “How well do you actually deliver orders to your customer?” In each level, you take a quiz with questions on the e-commerce process. If you score enough PLUSes, your customer is satisfied and you can move on to the video case. The next challenge awaits you there, where you can prove your knowledge and skills.
Aafke Woudstra
PLUS retail
“By taking an ‘agile’ approach to the project, we were able to switch quickly based on prototypes and make time adjustments where necessary. This is how we managed to complete the project on time, within budget and with the desired quality. We really appreciated UP’s flexibility and solution-oriented approach in this process.”
