Improving Customer Experiences With The Power Of Microlearning Content
The quality of Customer Experience is one of the key differentiators today's consumers consider before choosing to purchase a product or service. In fact, customers are often willing to pay more for great service. They are also more likely to become loyal returning customers and leave positive reviews if they have a great experience. Recent surveys suggest that in many cases the experience is more important than the cost. This is one of the many reasons industry leaders are focusing their attention on employee training programs with microlearning content which improve the quality of service their employees provide.
However, creating an effective training program comes with many challenges. Employee engagement levels are quite low. Millennials are now the largest group of workers and they have different learning styles than those before them. The global workforce is growing and many employees work remotely in teams distributed across the world. According to recent research [1], in the U.S. alone, about 3.4% of the workforce that amounts to 4.7 million employees work from home at least half the week. More traditional training methods that were effective in the past may no longer be the best learning solution for your organization.
Fortunately, there are many new strategies and methods companies can use to create modern training programs that will help them improve their employees' customer service skills. One of the most popular training approaches that works well for customer service training is microlearning.
Microlearning is an approach to training where learning content is divided into short, digestible segments that focus on one specific concept at a time. This design fits easily into the busy schedule of today's employees. It is also known for increasing employee engagement and improving employee knowledge retention.
3 Key Microlearning Strategies For Increased Customer Satisfaction
If you are looking for ways you can leverage the power of microlearning content to improve your employees' skills and your customers' experiences, there are 3 different strategies you should know about.
1. Micro Scenario-Based Learning
One of the best ways you can increase both employee engagement and knowledge retention is by utilizing scenario-based learning in a micro format. This is when a series of scenario-based modules is created to help employees learn specific skills such as effective communication or active listening. Each module features a common on-the-job scenario an employee is likely to encounter. The employee works through the scenario using their critical thinking skills to learn how to effectively handle the situation using the new skills they are learning.
This method is especially useful when it comes to teaching your employees new soft skills related to customer service because it builds context around each topic in a short memorable format. This training method also adds value to the learning experience by giving employees the opportunity to actively participate in learning. Learners practice their skills in a risk-free environment and employees who practice their skills are more likely to apply them on the job.
2. Just-In-Time Training Materials
Another way you can use microlearning to improve your employees' skills and increase the rate of satisfied customers is by using micro content like just-in-time training materials. These materials are tools employees can quickly access and use while they are on the job.
An example of this training strategy would be an interactive PDF or website with relevant product knowledge information. It could also be something like a pamphlet or flyer employees could reference to quickly remember the details of a new policy or service your company provides.
Microlearning content reinforces prior training and helps employees learn new customer service skills without disrupting their workflow. This is one method you can use to improve the quality of service your company provides without having to set aside hours for training and development.
3. Micro Content Library
Another way you can level up your customer service game with microlearning is by creating a content library. Even after employees participate in a formal corporate training program, it is unlikely they will remember everything they have learned. In addition to this issue, many fast-paced organizations make changes to their offerings and the way they do business all the time. To help employees keep up and access the specific information they need to know, several of today's large organizations are creating microlearning content libraries filled with short micro lessons employees can access whenever they may need them.
These libraries can include short videos about products or customer personas, soft skills training modules, refresher course materials, and more. These libraries can also be accessed at any time from just about any device, making it easier for employees to participate when and where they have time.
Providing a micro content library will help your customer service team focus on taking the courses that are the most relevant and helpful to them. This will reduce the amount of time needed for training and increase engagement.
Summary
Improving your employees' customer service skills will give your company a significant competitive edge. Improving your customer satisfaction rates by even a small amount can help you earn more loyal customers, improve your brand reputation, boost revenue, and even reduce employee turnover.
Integrating microlearning into your customer service training program is one way you can overcome some of today's training challenges. The versatility of this program engages learners, increases knowledge retention, and fits well into the busiest of schedules. If you want to leverage this approach for your customer service training program, consider these 3 strategies.
- Micro scenario-based learning
Short life-like simulations help build context around each topic in an engaging way. This helps employees practice and understand how to apply the skills they learn on the job. - Just-in-time training content
Providing training materials employees can use and access on the job as a reference, refresher or guide helps reinforce what they have learned. This strategy also prevents disruptions in their workflow and customer interactions. - Microlearning content library
This strategy gives employees access to the most relevant training content whenever they may need it, removing time and location barriers.
It also helps keep training content relevant.
To learn more about this modern approach to Learning and Development, read the eBook Microlearning Strategies For Corporate Learners. Also, join the webinar to discover how microlearning can be a game-changer.
References:
[1] 40 Remote Work Stats to Know in 2020
