The focus has been and still is on crafting innovative and engaging learning experiences that are aligned with both retail industry trends and the specific retailers’ strategic goals. This is done through things like:  

• Understanding the Retail Landscape: This is ongoing by closely examining the current trends and the challenges faced by retailers and their employees., from handling customer inquiries to adapting to digital tools to ensure that the training MSC offer is relevant and timely. 
• Customised Training Programme: Course material and delivery are specifically tailored and customised to each specific retailer   This ensure that trainees can relate to the learning content as it speaks to their operations and everyday work processes without compromising the accreditation requirements 
• Blended Learning Methodologies: Traditional classroom training is a thing of the past. MSC values the importance of technology and combines traditional classroom sessions with digital learning platforms and hands-on experiences. This allows for flexibility in how training is delivered and can minimise the trainee’s‘ time out of the busy retail environment. 
• Integration of Core Competencies and Soft Skills:  A significant part of retail training is to integrate core competencies and soft skills that are integral to the retail industry, into the learning content of a retail training programme. Examples include communication skills, empathy, emotional intelligence, conflict resolution, and leadership. This integration ensures the holistic development of the person and not only the training programme being delivered. 
• Engagement and Motivation: It is MSC’s approach to create engaging training methods for trainees, which may include things like gamified learning, role-playing exercises, interactive activities, and ongoing coaching and support to keep the retail trainees motivated and equipped to perform their best in their job roles. 

In summary, MSC’s approach is based on the following driving principles in terms of delivering retail training solutions: 

• Are we adding value? 

• Do we make people feel valued? 

• Do we keep it simple? 

• Do we use technology? 

• Is it fun? 

One of the training projects that I led was an excellent training initiative for a large retailer aimed at unemployed youth with the goal of training a pool of potential talent from which the retailer could recruit when vacancies become available. The project was implemented nationally and as an institution, we had to ensure consistency in the quality of delivery across all regions. Retaining trainees on the programme was one of the biggest challenges of this project, as unemployed trainees tend to leave a programme as soon as an employment opportunity comes their way. 

Potential risks and challenges were identified before the programme was implemented, which allowed for measures to be put in place to mitigate the potential challenges. 

To overcome the challenge of potential drop-outs a strong mentoring and support function was built into the programme. With the use of technology facilitators were in constant contact with their group of trainees for continuous engagement. While trainees gained work experience in retail stores, coaches also visited them on-the-job to check in and obtained feedback from the workplace manager on trainees’ work performance, behaviour and so on. 

Facilitators engaged in continuous training sessions prior and during the project to ensure standard and consistent project implementation and training nationally. Resources were of the highest quality making use of blended and interactive interventions to ensure the highest standard of delivery.  Continuous feedback loops ensured quick action to resolve any challenges and contributed to continuous enhancement by continually implementing best practices. 

I can highlight two main success stories in my journey of retail training and professional development: 

The training project where unemployed youth was trained to form a pool of trained individuals from which the retailer could recruit for open vacancies created so much employment for previously unemployed people – it had a big impact on the unemployment rate of South Africa, and many lives were changed for the better through this initiative. It was such a privilege to be part of this initiative. 

In 2016/2017 approximately 7000 employed trainees in the retail industry were part of a Customer Care training programme. This programme successfully led to changed behaviour of trainees and skills learnt during the programme were applied in their work environment. This had a significant positive impact on the retail businesses where the trainees worked in terms of a reduction in staff turnover, but more importantly a significant improvement in sales due to happy clients! 

MSC’s Innovation Hub is responsible for driving trends within the fields of training and skills development.   They stay updated on emerging trends in retail through the following: 

• Continuous learning and research – through reading industry reports and articles, attending retail industry webinars, forums and workshops that also help with networking with people from industry. 

• Monitoring technological advancements – it is important to remain current with the retail industry’s digital tools such as mobile apps, self-checkout systems and more that can inform the relevancy of training programmes. 

• Analysing retail data – when one spends time analysing data from the retail industry such as consumer behaviour, retail trends and employee performance, a training programme can be adjusted to meet the current demands of the retail industry. 

Staying ahead of these trends not only helps improve employee performance but also ensures that the training programs remain relevant, engaging and forward-thinking, ultimately benefiting the business by keeping it competitive and aligned with customer expectations. 

In today’s retail landscape, customer experience is arguably the most critical skill for retail professionals. With the rise of e-commerce and increased competition, the in-store experience has become a key differentiator. Every retail employee interface with customers at some point and must be equipped to engage with customers in a meaningful way, solve problems, and create a positive, memorable experience that encourages loyalty and repeat business. 

This is way more than customer service  – to address the critical need for customer experience skills, the retail training programmes of MSC focuses on several key areas, such as: Emotional Intelligence (EQ) and communication skills, product knowledge and upselling techniques, problem solving and conflict resolution, time management, as well as the use of technology for better customer engagement. 

The South African retail space is a dynamic and rapidly evolving market, and there are several innovative initiatives and goals that are especially exciting for the future. Some key trends and initiatives in the South African retail space include: e-commerce growth, sustainability, integration of technology in physical stores, social commerce and delivery innovation. 

The future of retail in South Africa is brimming with opportunities for innovation. The most exciting initiatives are those that blend technology, sustainability, and localized solutions to create exceptional experiences for customers. As the retail landscape continues to evolve, these trends will drive not only operational efficiency but also deepen connections between retailers and their customers, creating a more vibrant and dynamic market.