FirstChoice

Our FirstChoice programmes builds a culture where customers are the centre of everything you do and how you do it.

FirstChoice

FirstChoice isn’t just about being the top pick; it’s about truly understanding your customers, exceeding their expectations, and building relationships that last. By making your customers the centre of your business, you ensure not only short-term success but also long-lasting growth and success.

What you’ll learn in this programme

FirstChoice is a customer-centric programme, created to empower every member of the team. From understanding the details of the customer base to envisioning an ideal future of customer experience. Throughout FirstChoice, you will foster collaboration, communication, and a deeper understanding of individual roles in delivering exceptional customer service.

Is this for you?

FirstChoice has been created to benefit every individual across the business. Its design aims to provide value and support to all members of our team, regardless of their role or department.

For Leaders

The FirstChoice for Leaders programme guides leaders through an exploration of their team’s current customer experience landscape and helps them envision their desired future state.
Leaders will develop a customer-centric leadership vision and gain practical tools and frameworks to effectively engage their teams and internal stakeholders to consistently deliver a superior customer experience.

For The Frontline

FirstChoice for the Frontline mirrors the leader’s programme, helping the team clearly see why being customer-centric is important to the business.
From there, they experience a series of practical sessions that give them the key skills they need to provide exceptional customer service, like building connections quickly, asking questions with curiosity, listening to understand, and handling escalations.

Employee skill development training programmes | Real Learning

As P&P (People and performance) or an employer at a large organisation, you understand that your employees are your most valuable asset. To stay competitive, it’s crucial to invest in their continuous development.

At Real Learning, we offer tailored employee skill development training programmes designed to enhance not only the technical skills of your workforce but also critical areas like customer experience, engagement, and business emotional intelligence. These programmes are essential for empowering your employees to achieve their full potential and contribute meaningfully to your company’s success.

Empowering your workforce through tailored skill development

At Real Learning, we recognise that your employees are your most valuable asset, and investing in their continuous development is crucial for staying competitive in today’s fast-paced business landscape.Take a look at what sets us apart

Employee skill development with our tailored training programs

In today’s fast-paced business environment, skill development isn’t just a nice-to-have; it’s a necessity. Investing in employee skill development ensures that your workforce remains competitive, motivated, and capable of adapting to the ever-changing market demands. Our training programmes focus on real-world applications, equipping your employees with the skills needed to excel in their roles and drive business success.

At Real Learning, we understand that every organisation is unique. That’s why our programmes are customised to meet your specific needs. Whether you’re looking to enhance leadership capabilities, improve customer service skills, or develop emotional intelligence, our training solutions are designed to address your challenges effectively. By focusing on practical, hands-on learning experiences, we ensure that your employees not only understand new concepts but can also apply them in their daily tasks.

Why employee skill development is crucial for business success

Effective employee skill development is the backbone of a thriving organisation. Companies that invest in continuous training see higher levels of employee satisfaction, engagement, and retention. By equipping your team with the necessary tools to succeed, you’re not only improving individual performance but also boosting overall productivity.

Moreover, skill development fosters a culture of continuous learning within your organisation. It encourages employees to take ownership of their growth, leading to a more proactive, innovative workforce. In a competitive business landscape, having well-trained employees can be the differentiator that sets your company apart. It enhances your ability to adapt to changes and seize new opportunities quickly, ensuring long-term success.

Key components of our employee learning programs

Our employee learning programs are structured around key competencies that are critical for business success. Each programme is designed to be interactive and engaging, ensuring that your employees are not just passive participants but active learners who can implement what they learn immediately. Here’s what sets our training apart:

Customer Experience Enhancement: Exceptional customer service is at the heart of business success. Our programs teach employees how to engage effectively with customers, handle conflicts, and provide a memorable customer experience that drives loyalty and satisfaction.
Emotional Intelligence Training: Training in business emotional intelligence helps employees develop skills like self-awareness, empathy, and emotional regulation. These skills are invaluable when dealing with customer interactions, particularly in challenging situations. Our training helps employees understand and manage their emotions, foster positive relationships, and enhance team collaboration.

Kirsty Moffat

People and Performance Manager - Mico NZ

We had a very short timeframe between concept to delivery which meant that we were not in a position to have multiple briefings and check in discussions. I was looking for a team who could take a high-level brief - and then take ownership of how the programme developed, which I knew Heidi and her team could do. I have enjoyed working with Real Learning in their ability to inject fun, humour and engaging exercises into their programmes. Nobody wants to be talked at for two days solid, but often ‘activities’ can miss the mark as well. The Real Learning team not only understood what we were trying to achieve, but they were also able to gain a sense of the “persona” of the audience we were delivering to. As a result, they designed a fantastic workshop based programme with the right balance between serious discussions, some laughter, engaging activities and some quality brainstorming. The programme delivered what we were hoping to achieve, which was a great ‘learning experience’ – but more importantly, a mindset shift and greater level of understanding and commitment towards delivering a truly customer ‘leading’ experience across our network.

Your journey

By the end of the programme, learners will be able to

Module 1

Connect with your customers

After this module, learners will be able to:

Identify who their customers are and what they want from them.
Explain the current state of customer experience
Describe the ideal future state of customer experience and how the values will help them deliver it.

Module 2

Be better together

After this module, learners will be able to:

Understand the roles they play to deliver to their customers.
Understand how they can support each other to deliver.
Identify their communication style and how they can adapt it to connect better with others.

Module 3

Get it right

After this module, learners will be able to:

Demonstrate mutuality, accountability, and respect.
De-escalate issues when things go wrong.
Work together as a team to deliver a great experience for their customers.
Be authentic and bring their best self to work.
Create commitment to the customer value promise.

We use a blended approach

Face to face and virtual learning

Micro learning

Performance support tool

Gamification

Coaching

Get started with Real Learning’s employee Skill development programs

Enhancing your team’s skills and capabilities is one of the best investments you can make for your organisation’s future. At Real Learning, we offer comprehensive training solutions that are designed to meet your specific needs. Our programmes not only focus on improving job performance but also on personal growth and development, ensuring your employees are equipped to handle any challenge.

FAQs

What are the four approaches to employee development?

The four key approaches to employee development include formal education, assessment, job experiences, and interpersonal relationships. These strategies provide a comprehensive framework for enhancing employee skills and performance.

What are the key areas for employee development?

Key areas for employee development typically include technical skills, soft skills, leadership capabilities, and emotional intelligence. Focusing on these areas helps create a well-rounded and effective workforce.

What is the employee development method?

Employee development methods include on-the-job training, mentoring, workshops, e-learning, and self-paced learning programs. These methods are designed to be flexible and cater to the unique needs of employees and the organisation.