Estimated reading time: 2 minutes.

Shifting the customer and employee experience is the third in a series of articles making the case for the use of Deliberate Practice in the diversity, equity, and inclusion skill development space.

Client: US Luxury Car Dealerships

Situation: The prospect is a market leader in customer experience and is known for product excellence. Today, however, the marketplace is shifting. To continue to be successful, they need to be excellent at serving an increasingly diverse customer base.

Headquarters personnel has already completed DEI training. It is now time to engage dealerships, customer-facing employees, and the people that support them.

Complication: The brand has limited experience serving women and has known blind spots when serving diverse clients. In addition, the budget and time for the training solution are limited.

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Learning Solution: Practica Learning recommended a two-hour virtual workshop for groups of 24 employees.

Pre-work would include a welcome video, references, and self-reflective activities.

A group workshop would include:

1. A live, actor-led demo: inclusion, unconscious bias, gender diversity, and empathy in the customer experience;
2. A mini-tutorial: core I&D concepts (social categorization, diversity, bias) and skills (empathy, curiosity, listening);
3. A roundtable roleplay practice (in groups of 8): a realistic customer scenario followed by feedback and coaching on unconscious bias & empathy; and,
4. Roundtable roleplay practice (in groups of 8): a realistic customer scenario followed by feedback, coaching on curiosity, and listening.
5. Post-work would include videos, written self-reflection, and action-oriented goal setting.

Learning Objectives:

• Ensure participants can relate with customers and each other
• Identify where and how unconscious bias, diversity, and empathy impact customer conversations
• Drive higher revenues, profits, increased loyalty, and employee engagement

Audience:

Suitable for sales leadership, frontline sales, and after-sales employees.

If this type of solution could help you achieve your goals, or if you’d like to review the outcomes and insights in more detail, please contact us!