current page | ExxonMobil - Passion For Service
The brief was to ´move the needle´ of customer service improvement in a measurable way.
Indeprod designed and produced a flexible multi-language training programme to communicate the foundations of Passion for Service (PfS) to 22,000 Sales Advisers, in 15 languages, across 13 European markets throughout the ExxonMobil Network.
The integrated suite of communication materials targeted Territory Managers, Dealers and Sales Advisers. It included cascade and training materials, the production of multi-language animated videos, electronic distribution formats, traditional print-based training media and measurement tools. In addition to designing and producing the deliverable tools, Indeprod provides ongoing face-to-face consultancy and support in implementing the programme.
PfS has been very positively received by both European management and staff. Mystery shopping and independent surveys have shown demonstrable improvement and PfS has been nominated internally for a project award within the corporation.
