Performance In People
Pascall House,
Westridge Business Park
Cothey Way, Ryde,
Isle of Wight, PO33 1QT
t: (01983) 568080
f: (01983) 568517
info@performanceinpeople.co.uk

Case Studies

Volvo

Performance in People was hired by the car manufacturer to undertake an extensive mystery shopping and dealer coaching programme.

Performance in People, specialists at measuring and improving customer service and sales performance skills, has announced a programme with Volvo Car UK Ltd.

Performance in People was hired by the car manufacturer to undertake an extensive mystery shopping and dealer coaching programme. It embarked on a range of mystery shopping programmes across Volvo's UK dealer network to measure and develop the behaviour required to deliver a better customer experience. In addition, it has organised a coaching programme to develop sales teams and managers to improve the customer experience.
"This has been a very exciting programme. Volvo wasn't just interested in measuring performance standards, they were committed to achieving sustainable changes in behaviours," says Mike Dalloz, Managing Director, Performance in People.

"To achieve this we had to go to the heart of all dealerships and transfer coaching capabilities in how to recognise, encourage and develop all levels of sales and service performance. Combining a mystery shopping programme with coaching for Volvo's managers has meant translating the company's highly successful P.R.I.D.E. service standards into measurable structured reporting, so delivering a robust, credible programme that provides high quality and accurate material for the newly empowered coaches to work with." Performance in People is also working with other car manufacturers and dealership groups including Honda, Ford, BMW, Vauxhall and Mitsubishi.

Following on from the success of the coaching programme for sales managers, Volvo have extended the programme to all aftersales managers.