Wolseley Electric Centre Toolkit
Turning customer service training into something people actually want to read.
This project was a staff training pack for Wolseley Electric Centre, created to help managers onboard and train new employees in customer service, without the usual eye-glazing manuals or corporate jargon.
The challenge was clear: communicate behaviours, standards and expectations seriously and consistently, but in a way that felt human, approachable and memorable. The solution was to lean into humour and storytelling.
The packs were illustrated by the same team behind Viz comics, borrowing the instantly recognisable visual style and comic-strip format, but carefully reworked to remove the shock value and crude language. What remained was a light-hearted, warm and accessible tone, using everyday scenarios to show how staff should behave, not just tell them.
Through illustrated stories, characters and exaggerated situations, the pack covered everything from customer interactions and in-store behaviour to attitude, teamwork and professionalism. The comic format made the content feel inclusive rather than instructional, helping new starters absorb key messages without feeling talked down to.
I led the concept, copywriting and art direction, shaping the tone so it struck the right balance between fun and authority. The result was a training tool that managers could confidently use, and staff actually enjoyed engaging with, turning training into a positive experience rather than a box-ticking exercise.
The packs were rolled out successfully across Electric Centres and were widely praised internally for making customer service training clearer, more engaging and far more memorable than traditional approaches.