Challenge
In 2011, Scottish Power took the decision to end doorstep selling and re-train their sales advisors as energy saving advisors. These experts would offer customers accurate, impartial, trustworthy energy saving advice. With a nationwide team, the challenge to ensure the consistency and quality of advice was identified.
Insight
Investing in high quality training and advice provision will help establish trusted and long-term customer relationships. With over 20 years’ experience of energy saving advice and our Endorsed Advice best practice standard, we were able to help Scottish Power to re-train the staff.
Action
We created a bespoke training package that could be incorporated into Scottish Power’s own on-boarding process. Our training covered both the knowledge required to provide best-practice energy efficiency advice and the skills required to ensure that it is appropriate and tailored to the customer. Our package included content for delivery by Scottish Power’s own trainers and supporting materials that advisors could use in the field.
Result
Scottish Power licensed our training for five years. Throughout that time, the provision of expert, impartial energy saving advice in the field was key to building customer relationships and improving brand awareness and trust.