What: John Lewis is retraining its department store customer service team following an increase in service-related complaints.

Why it is important: After cutting 1,00 jobs at John Lewis and Waitrose and losing its reputation of shining customer service, the retailer is trying to reinforce their principles to put customers at the heart of their business again.

John Lewis has opened a ‘school of service’ to retrain 500 staff before Christmas, in a bid to improve customer experience. Located within its John Lewis store in Stratford, east London, the school has four classrooms and one theatre.

If the voluntary programme proves effective, the retailer could expand the school to other parts of the country as well as to staff at its sister supermarket brand Waitrose.

John Lewis boosts staff training after customer service complaints