Integrated Learnings

APRIL 14, 2013

Imagine starting a lesson with an actual story of a customer service representative – let’s call her Janie – who received a rave review from a customer who provided feedback on a particular interaction. The lesson might start with the customer’s kind words and how Janie felt about receiving the recognition.

Learner 183

Learner eLearning Lesson Coaching 183

Integrated Learnings

FEBRUARY 16, 2011

It’s no wonder that researchers credit employee engagement with financial benefits related to customer service, teamwork, and productivity! Such a population would likely look forward to training, proactively request clarification as needed, and eagerly apply newly learned skills on the job.

eLearning Strategy 184

eLearning Strategy eLearning Performance Support Survey 184

Integrated Learnings

OCTOBER 29, 2010

For example, when starting training related to customer service skills, you might ask learners to recall their own experiences of receiving good and/or bad service and identify the characteristics of those experiences. --2-- So what can we do to stimulate recall of prior knowledge in an eLearning lesson? --1--

Blended Learning 188

Blended Learning eLearning Strategy eLearning Instructional Design 188

Integrated Learnings

AUGUST 31, 2010

A while back I was tasked with designing new employee training for a customer service department. While I’m sure there are situations where this might not work well, I’ve seen this approach be successful several times. -3- 3- Introductory instruction for on-the-job training (OJT).

Blended Learning 177

Blended Learning Blended Metrics eLearning 177

Integrated Learnings

JANUARY 26, 2010

For example, a customer service lesson might start by challenging learners to answer a customer question that they'll learn more about during the lesson. Instead, the course should start with a clever attention-getter that previews some of the key content.

Cognitive 141

Cognitive Methods Learning Objects Course 141

Integrated Learnings

SEPTEMBER 15, 2010

Let’s look at the ADKAR change management model against the backdrop of a project I worked on a while back, which involved teaching customer service representatives a conversation flow for resolving customer complaints. Hiatt’s ADKAR model for this post – it’s simple and captures most of the components included in other models.

Change 154

Change Management eLearning Metrics 154

Integrated Learnings

DECEMBER 12, 2012

For instance, I recently worked on some customer service training where anticipating customer needs was a core principle. Another consideration is to ensure that core messages are repeated at every practical opportunity (this doesn’t have to mean repeating it verbatim every time).

Cognitive 159

Cognitive Design Case Study eLearning 159