Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can be easily realised through an engaging blended learning approach. At MGI our customers are often challenged to release team members for training in busy customer service environments, which is why we have developed proven eLearning solutions blended with in-person activities to ensure the learning is engaging, motivating and operationally manageable. 

The formula for success that has worked for our customers can be summarised into nine key characteristics.   

1 – Manageable modules: Ensure the Learning Journey for participants is delivered in manageable modules spread out and scheduled to fit in with operational demands. Forecasting the expected time required to complete each module helps participants plan and schedule their learning. This allows participants to pick up and put down the learning activities as needed to fit into their daily schedule. 

2 – Engage with video presentation: Our customers tell us that having a professional and appealing presenter share the content through video is much more engaging for learners than text, graphic or photography-based presentations with audio. Having video teach can also provide a resource bank of short refresher content which can be used in a variety of ways to embed learning by reminding participants of the skills taught in an easily accessed way.  

3 – Workbooks for activities and notes: Interestingly, feedback from participants is that having a workbook they can access digitally or print out and write in helps them build and retain knowledge. Having a document with activities and for notes to refer to when putting the skills into practice is a popular aspect of our eLearning programmes. Having the choice to use the workbook digitally or in printed form supports different learning styles and preferences. 

4 – Digital activities: Using the power of eLearning programmes to create specific digital activities to break up the learning modules helps the transition from knowing about a skill or tool and starting to use it. 

5 – Knowledge checkers: Checking understanding and learning via quizzes and digital assessments allows you to track how well the learning is being understood and retained. Using appropriate quiz or assessment technology it is possible to assess knowledge, understanding and initial application of the new skills.  –

6 – Quick Reference Materials: Summary materials in the form of quick reference guides or short audio bites are popular for revision and as easily accessible reminders to help with embedding the learning. 

7 – Team based activities: Application activities led by managers, champions or trainers help to continue to deepen the learning and the use of the new skills after the initial training is completed. Discussing new approaches and sharing experiences including any challenges helps build deeper engagement with the new tools and can build a shared commitment to get the best value from the time invested in the training. Getting ideas from others on how they are using the tools can help to spread the benefits of the training quickly and effectively.  

8 – Learning Journey: Ensuring there are additional activities which orchestrate the embedding by providing a roadmap for participants to continue improving their knowledge and use of the new skills give greater certainty that the learning will actually stick. These activities help participants and their managers to take stock at regular intervals of how well the embedding is going. 

9 – Create a buzz!: Blended learning approaches can be highly successful in supporting major change initiatives. Creating positivity and enthusiasm as the programme progresses, with senior leaders actively promoting the training and being seen to enjoy taking part in it, role models the expected participation from all those enrolled. Building an effective and encouraging communications plan around the training especially celebrating successes from the use of the new skills can make sure the programme has longevity and the greatest value. 

There are many benefits from considering an eLearning teach of new skills, including across entire organisations, if the programme is sufficiently engaging and enjoyable, and the expectation of completion within the stated timescales is clear. Cost efficiencies can of course be realised by taking this approach.  

In our experience, the measurable outcomes achieved from any training programme rely on robust, orchestrated embedding activities being in place and easily accessible to all. Having the stamina to ensure follow through and the determination to get maximum value from the investment is made easier by having orchestrated learning journeys which leaders and managers can actively lead their teams through. Tracking and promoting successes, including positive experiences from the programme and key milestone achievements, keeps the programme on track and ensures that the expected outcomes actually happen.  

Get in touch to learn how MGI’s eLearning programmes based on the Mindset, Language & Actions Toolkit can help your teams to deliver customer service excellence.

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