B&Q counters poor staff service with training

major programme of investment has been launched at DIY chain B&Q after the
top executive at the firm confessed levels of customer service are not up to
scratch, especially at its smaller stores.

executive Bill Whiting said the company did not have the right degree of
expertise at its smaller outlets, and this was leading to poor levels of
service for consumers.

is now looking to recruit better trained staff, at a higher rate of pay, and is
introducing further training for existing staff.

firm has also increased investment in its B&Q University and developed more
workshop-based training.

By Ross Wigham

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