Wembley Park Stories

“When I joined the academy, I was Store Supervisor - soon after completing it, I became Store Manager!”

London Designer Outlet launched the Skills Academy in September 2015 with the aim of providing first-rate skills training for Wembley Park’s retail staff. Having completed his skills training in May 2016, we caught up with Diego Bianchini, Store Manager of Sunglass Hut, to find out more about his experience and to see what he’s been up to since.

When did you start the academy and when did your course end?

I started in March 2016 and it lasted right through until May. For me, it was a great experience to have those three months of training, and at the very end, we had a final test to gain our C&G certificate.


How was the experience?

It was amazing! I realised how important small details are and how sometimes they can make all the difference between an average customer experience and a truly fantastic one. Learning how to excel in customer service was something I really enjoyed and we even had “field research” where we put into practise everything we had learnt.

What sort of things did you learn?

We learnt how to provide a high standard of customer and guest service which was really beneficial to me. Understanding the customer’s needs, their expectations and how the impact of good customer service can reflect on the company you’re working for.

We also learnt about maintaining the store. For example, how to keep your store maintained to achieve exceptional standards – whether through your window display, layout or simply keeping things neat and tidy. We also received sales advice, tips on store objectives and how to achieve these, as well as learning about customer profiles

What did you enjoy most about the programme?

The teaching was very clear and detailed plus it was accessible to everyone. I’m originally from Brazil and I thought it was fantastic that people from different countries, speaking different languages, part of different cultures could learn these skills and be a part of the academy. The classes were great and so was the material provided

How has the programme helped you?

Well, some exciting news is that when I joined the academy, I was Store Supervisor – soon after completing it, I became Store Manager. Now I’m still working hard at Sunglass Hut, managing the store, and thriving on the business. Hopefully, in the future, I’ll become a Skills Academy mentor and continue to be a part of the programme.