We’re meeting employees where they want to be. We still use the classroom, but we’ve also increased our virtual classes and developed a lot of other tools that are quick and easy to use. Has the way Best Buy trains employees changed much?įive or 10 years ago, the classroom was the centerpiece of our training program, but that’s no longer the case. Our employees are passionate, knowledgeable and engaged in what they do - and they’re hungry to know more. We know our success with customers is driven by the enthusiasm and talent of our employees. Is that having an impact on the customer experience?Īssociate knowledge is the highest it’s ever been, and our overall Net Promoter Score for customer satisfaction has risen consistently, which indicates that our people know what they’re doing and how to do it. So, from a customer perspective, that means you’re talking to someone who has been able to prove that they are of the level of knowledge and skill that customers want. You have to demonstrate how good you are to get certified, and then you have to maintain your certification over the years through quick, bite-sized learnings. Then you get certified by your own leader, not the trainer. What type of training to Best Buy employees receive?Ī new sales employee experiences a variety of classroom training, virtual training, video and online learning. Everyone recognizes training is important. And we’ve become really good at it because we have a great level of leadership buy-in across the company. From a training perspective, we’re trying to do it from a customer and employee lens vs. Technology is changing so fast, and customers want to talk to someone they can trust to help them find the solutions that address their needs. First off, why is training so important to Best Buy?Īs a company, we recognize the importance of having knowledgeable, skilled people who can meet and even exceed customers’ expectations. To learn more about Best Buy’s focus on training, we talked to Alistair Dobbie, the senior director who leads our 100-person Learning & Development team. We also won an Outstanding Initiative award for our Best Buy Certified program, which requires store employees to go through extensive training and be approved by their manager before they’re allowed to start helping customers on the sales floor. It’s our third straight year in the top 10. 3 on Training magazine’s 2019 Training Top 125 list of the world’s most successful programs. We’ve built a reputation as an industry leader for our efforts. Sessions range from new-hire orientations to product knowledge to leadership development. Last year, our employees participated in millions of hours of training in classrooms and online. They come for our knowledgeable employees who can provide expert service to help them find the right products and solutions that meet their needs. It wouldn't be an issue if they jsut kept me the same shift all the time, but each week it is random whether I am supposed to be in at 9:30am, 10am, or 10:30am on Sunday.Ĭombine that with the fact that for some unknown reason, schedules are not even made until like the Thursday before my Sunday shift, so the only way I can even check my schedule is to hope I have enough time either Thursday, Friday, or Saturday to swing by work just to check my schedule.Customers don’t just come to Best Buy for the latest tech. So it logs me out of my BBY MS account, and to get the employee app back up and going there is this whole convoluted process. Now that I have another full time job and just work 1 day a week, I really need to use it cause the employee app just doesn't work as my full time job has me using my phone when I am off site and logging into my MS account for that job. Used to always be able to use firefox, IE, or Chrome to check TLC and see when I work when I was in a pinch.
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