Power Train may be new to you but you will have heard of our clients.Here are some of the results we've achieved for them, showing how we've helped improve their customer experience and leadership potential. Click on the logos for case studies or a mini synopsis.
Fiat has grown from a small factory employing just 35 workers in 1899 to a hugely influential global brand, encompassing some of the most famous racing car marques. They're synonymous with chic Italian design and outstanding customer service.
So when the new worldwide Fiat brand values were launched in late 2006, Fiat Auto UK turned to Power Train. Their Customer Relations team needed an on-brand programme that genuinely matched Fiat & Alfa Romeo customers' expectations and brought their customer service ambitions to life.
It was a tantalising prospect. Despite Fiat's distinguished reputation and enviable cachet, this was the first time their brand values had been formalised. Power Train was in at the start of an exciting new phase for the Italian brand.
Fiat Auto UK selected Power Train to design, develop and deliver a Customer Experience and Coaching programme for their team, to instil the key message of ‘delivery to the customer.'
The Fiat Auto UK Customer Relations team is open to new ideas and eager to learn. They're a young team dealing with a challenging working environment. On a daily basis they manage enquiries from Head Office, the dealer networks, as well as Fiat & Alfa Romeo customers. Above all, they needed the belief to embark on these interactions with absolute confidence.
And that made for a challenging training initiative.
Power Train had to foster empathy within the team, and to reinforce shared values. Everyone needed to know they were pulling in the same direction. Practically that meant solutions that would stick under pressure, and lessons that would go on taking root beyond the initial training programme.
Power Train worked on changing employees' mindsets; on re-investing them with the skills and confidence to address any situation. Those abilities were already there, but needed nurturing. Power Train helped team members recognise their abilities and to use their uniqueness to best effect; helping them to understand their customers' needs better.
The team participated in a two-day ActNatural Customer Experience event that recreated the Fiat Auto UK working environment using Total Reality sets. This showcased ‘real life' customer interaction, and helped the team learn about themselves, each other and their customers. As confidence grew, individually and collectively, the team became ever more engaged. They developed a newfound pride in their valuable role in the Fiat success story - a pivotal moment of realisation that continues to inform their progress.
For team leaders too, the emphasis was on sustainable growth. That meant going back to first principles; to examine the practical things underpinning customer service delivery: from employee engagement to rostering and absence management. It was, as it needed to be, a strenuous combination of the theoretical and the practical - all backed up by tailored coaching and workouts.
Power Train knew that nothing less than exceptional customer service delivery was appropriate for a brand of Fiat's stature. So how successful were they?
Fiat Auto UK wanted their entire Customer Relations team to benefit personally from the training investment - and they needed their customers to enjoy the results from day one.
In both regards: success. The difference in the Customer Relations team was immediately palpable. The new mindset, coupled with a renewed sense of drive and ambition helped Fiat Auto UK deliver improved levels of customer satisfaction - up from 57% to 72% during training, and resolutely high ever since. There has also been a significant reduction in caseloads, down by 66%.
Without exception everyone has benefitted. Emma Toms, Customer Care Director, Fiat and Alfa Romeo, UK says that "The training has been radical, we have really changed the tone and the mindset of the people... this has brought about a very real and positive change for our customers."