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.
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."
Mike Dalloz, Managing Director, Performance in People.
"For Volvo here in the UK thinking ahead about what matters most to our customers is a unique opportunity for us define our customer experience & differentiate our brand in the market place.We have used Performance in People's video mystery shopping for a number of years during which time we have looked to refine our approach; moving from compliance to delivering a coaching tool that adds insight & focus throughout our organisation. We continue to find ways of using mystery shopping to support our network development not only at an operational level, but also by making links to our Leadership development programmes, customer journey design and product offerings.Video mystery shopping allows us to see ourselves through the eyes of our customers; not only helping us get the basics right, but also by identifying the emotional triggers required to truly understand what our customers want."Simon Parrott, Retail Quality & Customer Experience Manager
Following on from the success of the coaching programme for sales managers, Volvo have extended the programme to all aftersales managers.