Korres Natural Products is a Greek natural skincare company.

Korres Natural Products emerged in 1996 out of Athens’ first ever homeopathic pharmacy where George Korres used to work.  Today Korres products can be found all over the world.  With a growing network of Korres’ own stores there was a desire to provide real consistency in service that would reflect the authenticity of the brand.

Approach

HarknessKennett was approached to develop a customer service policy to support Korres’ brand.  HarknessKennett discovered through desk research, interviews with key stakeholders and customer insight research the extent of Korres’ brand values.  This new knowledge enabled HarknessKennett to generate a coherent and consistent customer service policy for Korres employees.  This policy was created and endorsed by the Korres leadership team before being tested with managers and store staff to ensure it was practical.  The outputs from these workshops were then translated into a store toolkit including pocket guides and posters aligned to Korres’ brand image.

Outcomes

The policy enabled employees to work through customer behaviour and how they should be treated to successfully reflect the Korres brand.  To support the new customer service policy, a training programme was designed for all Korres retail employees.

“I believe that the engagement approach developed by HarknessKennett has had a very positive impact on customer service in the stores where it has been rolled out.  The customer service policy reflects our heritage and will ensure that the distinctiveness of the Korres brand will continue with our international growth.”

George Korres
Founder & Chief Executive Officer

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