Real Learning

Z Energy the Z Factor

This programme required customisation, simplicity, and interactivity to ensure high engagement levels.
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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. 

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.
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The results

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
Anthony Eastman
Experience Manager

Trusted by many

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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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