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  • Scaling & accelerating workforce training for rapid global expansion


Challenge

Polestar, an electric performance car brand, had set its sights on becoming global leader from day one. By the end of 2020, to compete with key competitor Tesla, the company is set to have a presence across 10 markets, with over 50 new spaces and 700+ new employees.

With its rapid expansion in motion and ‘go-live’ dates set across markets, the pressure was on to have all customer-facing staff equipped to deliver a consistent customer experience. Polestar tasked Prophet to build out a clear customer experience strategy that addressed training, recruitment, customer service, customer care, operations and data strategy.

 

Solution

Prophet began by understanding the training needs and ambitions – both for the near term and beyond – to define the desired outcomes based on the employee’s level and role. The team’s also helped Polestar align on what ‘good’ training looks like.

This led to the development of a curriculum plan, tailored to the needs and learning journey of each employee group. Working in close collaboration with various subject-matter-experts across Polestar, we created over 30 hours of training content including eLearning modules, live training events and self-study exercises. From how to tell the Polestar story and what differentiates Polestar products, to how to respond to various customer scenarios and role-specific do’s and don’ts.

We also developed a training template and style guide to ensure a consistent and professional look and feel for all content produced across the globe.

Results

Prophet equipped and enabled all customer-facing teams to deliver a distinct, deliberate and disciplined customer experience. The training curriculum developed has effectively enabled employees to consistently represent the brand and armed them with the confidence to guide customers when choosing Polestar cars across the globe. Feedback to date has been extremely positive, with high participation and engagement rates.

testimonial

Mona Abbasi

Polestar CXO

"Prophet helped us create a L&D platform that brings our brand and products to life. It translates our vision into tangible tools so that our employees across the world can learn and apply how to deliver a distinct and consistent Polestar experience to visitors and customers alike.”

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