For the longest time, the answer to consistent customer-centric behaviour was thought to be in skills-focused training alone. After mystery shopping in excess of 1000 retail and hospitality brands as well as training a significant number of staff within these brands, the reality is somewhat different. There are a plethora of individuals with a wonderful skill-set but operate nowhere near their potential. Why? It comes down to the state which these individuals operate in while at work.
Our founder, Rob Arnold unpacks the RCA approach to addressing the issue of state in our training and interventions with clients.
Learn more about RCA's bespoke staff training modules here.