Real Learning

FirstChoice

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

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

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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

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Eloise Tzimas

Facilitator / Transformation Coach

Elosie is a seasoned coach with a passion for empowering individuals to unlock their full potential. Eloise specialises in communication skills development, professional and performance coaching, and working with individuals, teams and business owners. With a unique blend of expertise, empathy, and a results-driven approach, she has become a sought-after person for those seeking personal and professional transformation.

Matt Wilmot

Virtuoso Media

Virtuoso Media provides full service video production with in-house creative, scripting, directing, shooting & editing. We produce premium content for filmmakers, corporations and private businesses. Capturing the perfect shot is an art and something we are very passionate about. Our keen eye for composition, extensive experience in production & post-production, and relentless quest for perfection ensures that everything we deliver is of exceptional quality.

Nina Velleman

Bunkhouse Graphic Design

Nina is a Senior Graphic Designer and co-director of Bunkhouse Graphic Design with over 20 years of experience working in the industry. She takes pride in her innovative approach to creative ideas and is passionate about visual communication. As the Graphic Designer for Real Learning, nothing gives her more pleasure than creating collateral that enhances and supports the learning programmes and workshops for greater engagement and understanding.

Frans Plummer

Leadership Coach and Facilitator

Frans natural interest in people led to his academic roots in organisational behaviour, completing his honours in Industrial Psychology. His professional career has been a journey through change-, project-, sales-, and general management for start-ups, NGO's, charitable trusts, SMEs, and multinational corporations. These days Frans spreads his time and energy across business development, life coaching for men, couples, kids, and business teams, dispute resolution & mediation, and training facilitation. Frans is keenly interested in the development of human potential and is passionate about every session being an opportunity for further personal and professional growth.

Zoe Burt

Lead Learning Designer

Zoe is passionate to create real behavioural change. She believes in creating compelling and engaging learning for organisations to drive real success within their people.
Zoe works as a Learning Designer, where she is responsible for working with subject matter experts, analysing and applying best practice trends in learning technologies, instructional design, devising models of assessment, and facilitating face-to-face workshops.

Charlee Neubrandt

Project manager

As Customer Delivery Manager, Charlee is responsible for the planning and execution of all Real Learning projects. She stays connected with clients from the proposal through to delivery, ensuring that every project is delivered on time, hitting the high standards Real Learning pride themselves on.
Getting projects out the door is Charlee’s passion, but she also gets involved with the instruction design and development, applying her background in sales and customer service to the programmes.

Heidi Lance

Director and Head of Learning

Heidi believes in keeping it real which is why she called our learning design company Real Learning.

You’ll see this in Heidi’s approach. She is pragmatic and believes that learning should equip you with what you need to get results in the real world, whether that be a more engaged team, a safer team, more sales or better customer experience.

With nearly 20 years of experience in learning design, development and facilitation, Heidi has experience working across numerous industries including construction, grocery, energy, banking and retail. She is a highly experienced learning and development strategist, an engaging facilitator and learning designer of industry leading learning tools.

Heidi is an accredited facilitator of 7 Habits of Highly Effective People, Everything DiSC and is GENOS EI accredited through OPRA Psychology Group.

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