Is retail ready to buy training?

Customer satisfaction, improved turnover rates are the T&D payoff
By David Brown
|Canadian HR Reporter|Last Updated: 12/04/2002

There has been a real change in the mindset of retailers in the past 10 years or so, says Diane Brisebois, president and CEO of the Retail Council of Canada.

“There is a better understanding of human capital than there ever was,” she says. That means more attention to things like turnover and employee satisfaction, and a much greater interest in training and development.

“Retailers understand now that you need to make a serious investment in your employees,” she says. In a highly competitive environment where retailers are determined to develop a brand identity, training is now viewed as an essential driver of performance.