Vineet Mani's profile

Customer Delight Behaviour Training Design

Vineet Mani
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Customer Delight e-learning
Overview of the course structure and learning design applied to understand complex behavioural and emotional skills.
Context:
The customer facing team (call centres and neighbourhood teams) were facing a rise in customer escalations with specific tagging around behaviour. The colleagues knew their job and were under immense pressure from the sheer volume of calls and daily tasks, so it was hard to have a mindful approach towards each customer. To rely on a set of easy to replicate standards that can create micro-improvements.

Action:
The approach
Using TNA and applying the ADDIE model, a back to basics approach was chosen where the focus was on understanding that customer delight comes from thoughtful leverage of everyday behavioural and conversational skills. Acknowledging emotions, giving attention and understanding people. Being able to package human psychology in a concise and measurable course that is relevant and practical. 

The content design
Converting complex psychological concepts and emotions into simple byte-sized information. Making it sticky by integrating mnemonics with daily objects/events. Using case studies and on-job examples to enhance practical application of skills. 

The delivery
Instructor led videos using designer slides to breakdown core concepts. With a coherent narrative backbone, characters, humour and vibrancy interlaced to improve engagement. The course was promoted as a self-enrolment, to be completed in a specific time window, with 1:1 coaching available as an opt-in. 

The impact
53% reduction in customer escalations over the next 3 months and a learner feedback rating of 3.9 (out of 4)
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Course overview with chapter-wise split up of all topics, final assessment and feedback
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
A deeper look into each chapter, arranged with in-house instructor led videos, training deck and curated content
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Empathy content design preview
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Character journey tied to insights for understanding core concepts that trigger action
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Using mnemonics to create an emotional brand using a widely known theme
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Further double-click on the mnemonic concept to create a practical hack for being empathetic
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Another mnemonic device deployed to bolster fundamentals of effective listening
e-learning behaviour change empathy mnemonic design graphic design brand identity active listening course development instructor-led training Video Narration
Curated content repackaged to suit the course brand and ideology
Customer Delight Behaviour Training Design
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