Case Study - Z Energy

Z Energy The Z Factor

The client

Z Energy is one of New Zealand’s largest fuel distributors with branded Service Stations. They provide fuel to both retail and large corporate companies throughout the country and currently have over 2.6 thousand employees.

The challenge

Z Energy approached Real Learning to create ‘The Z Factor – Make it easy, make it enjoyable. The Z Factor, a customer experience programme for their customer service representatives, focused on differentiating their customer service from competitors. The programme needed to be easily customisable, simple yet interactive to ensure high engagement levels. Here’s a learning road map from the programme

The solution

The solution was leader led face to face sessions split into three modules. The programme was accessible and customisable. Facilitators could run full day sessions or split the modules into three 90-minute sessions depending on their team and the needs of their business. Comprehensive facilitator and implementation guides were handed to the business, as well as 11 ‘train the trainer’ sessions to ensure that leaders felt confident to deliver The Z Factor to their teams. Take a look at this video we created which showcases part of the ‘Connecting Fast’ module.

“Heidi and the team at Real Learning really understood us as a business and what we needed. Heidi’s skills as both a facilitator and instructional designer are exceptional, and she really knows how to design to enhance the learner’s journey. The visuals they create are strong, meaningful, and hugely impactful. The work that Real Learning has done for us has made a huge difference to us and the project. Our participants have called this “the best programme I have ever attended” and this positive sentiment is consistent across the Australian division”.

Rita Slogrove,

The Learning and Development manager at Fletcher building

The Result

The Z Factor was hugely successful in changing attitudes towards both service and sales and has contributed to the ongoing success of Z’s customer excellence in the retail field.

What they had to say

What they had to say

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