On 22 March 2023 Eraldo Colombo, Senior Partner Piazza Copernico as well as Vice-President of the Accademia della Gentilezza, as part of the Skills Journey of Italian communication, told the experience of an innovative training project dedicated to the world of commercial agglomerations.
The retail world often suffers particular difficulties in tackling the training of its employees, especially due to the difficulty of reconciling work with the time necessary for it.
However the case history Savills Tenant school, carried out in 2019 on the staff of the shops located in 11 shopping centers in Italy, demonstrated that there are methods and tools for punctual training focused on organizational needs and at the same time on individuals.
Training specifically dedicated to retail and enriched by assessment of learning and skills acquired, certified training.
The project can be fully replicated – with further enhancements and customizations – in other similar areas, for example also within movie retail (in stations and airports).
BRIEF DESCRIPTION OF THE PROJECT
The ultimate goal of the project was to train shopping center employees in order to standardize customer management in all stores, enhancing a common identity and homogeneous levels of customer care. All employees of the group's shopping centers could register on an online platform for personal and professional training, and follow one of the training courses using the courses from smartphones, tablets or desktops.
In addition to general interest courses, they have been developed personalized content right inside the shopping centers themselves, focusing on sharing experiences. Because the experienced colleague can help us learn and grow professionally.
- Training catalogue (with specific courses designed for the professionalism of the commercial aggregation center, video interviews and compulsory training courses),
- Tailored content development related to the context,
- Communities and Forums moderate and animated,
- System Gamification to points on the performance of the participants,
- Service Help desk via Forum with dedicated technicians and trainers,
- Service output with statistical data,
- Algorithm proprietario semantic case, developed to measure the opinions expressed online.