The brief: Childrensalon was established in 1952 and is a leading independent children’s clothing retailer, stocking over 270 brands including Dior, Burberry and Gucci. Shipping worldwide to over 100 countries, Childrensalon has an international customer service team based in the UK and enlisted IWP to support the team in delivering remote service excellence to its vast range of customers.

Delivery: IWP delivered workshops which supported the customer service team in understanding and adapting to the needs of their global customers, delivering a consistently excellent service, which was tailored to the individual needs of international customers. This helped the brand to forge stronger customer relationships through the sole customer interaction points of telephone and online service delivery.

Results: The Childrensalon service team were revitalised motivated to deliver even better service for their customers, building better relationships and a more loyal customer base.

“Overall it was very inspiring, she is an amazing lady and I am very grateful for the opportunity”

“Activities that really makes you think outside the box, showing connection in a more human way, I can go on and on, but whatever she taught us all came back to that human connection with customers, which is difficult when you are an online retailer and this does lack nowadays!”

” Kate’s way of looking at the customers is most interesting”