When ABB, the global power and automation company, set about increasing customer satisfaction across its DMUK division, a bespoke drama series proved essential to inspiring the highly technical workforce to adopt a much more customer-focused approach…
Hunter Roberts created five half-day modules, consisting of different learning methodologies, behaviour profiles, action-based learning exercises and facilitator input. They also came up with the idea of using professional business actors to create a drama series, following the frustrations of a fictional customer as she tries to get a broken piece of equipment fixed without a service agreement in place.
Hunter Roberts trained managers to deliver the sessions to mixed teams across the business. Prior to delivering the first session a ‘Buzz Campaign’ was carried out to invite employees to take part, featuring an email trailer to advertise the drama. As a result over 95% of the workforce took part.
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