CULTIVATING A PASSION FOR CUSTOMER SERVICE
Project Details
Created For: Confidential
Date: October 2018
Learning Solution: Interactive Toolkit + Elearning
The Challenge
The pre-existing training was too content heavy.
Learner feedback indicated that they felt there weren’t enough opportunities to practice the skills.
Presenter feedback also indicated that executing the training was too time consuming.
A lot of paper was being wasted producing the pre-existing training documents.
There was no practical take away to help connect to their current roles.
The Solution
A digital toolkit that users can use in real time to practice concepts being learned on the job..
The toolkit was made available on the company’s hr portal. This ensured that it was accessible to all employees, wherever they were located.
The toolkit was reinforced by a short series of elearning activities which focused on real life situations encountered by current company employees. This was a mechanism to help calibrate appropriate responses.
The Results
Learner workflow was increased by having access to a readily available set of materials.
A day’s worth of content was reduced to a few reference documents and some interactive elearning activities.
Practical learning increased by introducing a format that could be done concurrent with sales activities.
Planning and prep time was eliminated for sales trainers.
WHAT IT LOOKS LIKE
INTERACTIVE TOOLKIT
ELEARNING
🛠️ Tools used: Adobe InDesign, Adobe Illustrator, Adobe After Effects and Articulate Rise