The Employee Commitment

Changing the behaviour of MINI retail staff
Employee behaviour training covered every department including parts
Each scenario encouraged employees to identify the right action
This scenario dealt with internal communication in the retail centre
MINI training video increased employee engagement in delivering better customer service

The Employee Commitment

Challenge

MINI introduced a defined set of service standards known as the Customer Promise to improve customer service. Unfortunately, the reality was very different to the promise.

Solution

MINI introduced a set of 10 principles known as the Employee Commitment to tackle the shortfall. We were asked to help deliver an on-site training programme to ensure everyone at each centre understood the principles and what was expected of them. Our solution was to film a series of different scenarios using actors which captured typical customer interactions where the principles were used. The training programme was judged a huge success and the videos were voted as the highlight with many retail staff believing they were real-life situations.