Z Energy The Z Factor

Case Study - Z Energy

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

“Thank you, thank you, thank you! You’ve completed the mammoth task of getting around our Retailers and their Ops teams across the country and delivering the Z Factor refresh workshops for FY21. Congratulations! With two trial workshops, eleven full day workshops, numerous modes of transport you’ve done it! All three of you have contributed a huge amount to the ongoing success of Z’s customer excellence in the retail field”.

What they had to say

“Tradelink have partnered with Real Learning to completely redesign and reshape our retail sales development program. Right from the first interaction we were impressed with Real Learning’s focus on delivering tangible skill outcomes with an impact on genuine commercial results. Real Learning took time to understand the needs and complexity of our business, as well as the unique voice of our industry. Their proposal offered first class digital learning solutions that were also effectively underpinned by blended learning that incorporated coaching and practice. In partnership with our learning team, Real Learning produced outstanding online assets that capture the language of the organisation, translate sales theory and models in accessible ways, and are customised to different levels of capability. The rollout of our coaching program alongside these learning tools was also greatly supported by the Real Learning team. While we are still part way through our development, we are already seeing results, including measurable improvement in our people’s sales skills and confidence which ultimately drives commercial outcomes. I would recommend Heidi and the Real Learning team to any organisation looking for a genuine partner that is as focused on your success as you are”.