6 Ways To Use Microlearning In Customer Service Online Training

6 Ways To Use Microlearning In Customer Service Online Training
Summary: Your customer service staff works on the front lines of your organization. They are the ones that keep customers happy and loyal by addressing their needs and helping them stay well-informed. As such, they need quick online training resources that they can access anywhere, even in the middle of a transaction. In this article, I'll highlight 6 ways that you can use microlearning in customer service online training.

How To Use Microlearning In Customer Service Online Training

Microlearning gives employees the power to brush up on skills and acquire new information at a moment's notice. There is no need to wait until the next customer service online training session or ask assistance from a supervisor, as all the knowledge they require is right at their fingertips. Microlearning in customer service online training has the potential to increase your sales, boost customer satisfaction, and improve employee retention rates. Here are 6 microlearning activities that can enhance your customer service online training.

1. Task-Based Online Training Simulations

Online training simulations give your employees the rare opportunity to try out every technique and explore every step in a risk-free setting. They don't have to deal with a steep learning curve on the job, which means that they can provide your customers with the best customer service experience from day one. For example, new customer service staff can learn how to use the POS system or complete the return process by participating in a task-based online training simulation that features the software. Employees are able to remedy any issues that stand in the way and figure out how to use all of the functions in a supportive environment. Just make sure that your online training simulations feature realistic images, characters, and equipment. For this purpose, choose an eLearning authoring tool with a built-in asset library that includes images, characters and eLearning templates so that you can design your online training simulations in a quick and cost-effective way.

2. Online Video Demos: The “Right vs. Wrong" Way

We tend to learn more when information is in a visual format. Hence, one of the most effective ways to teach your employees how to interact with customers is by showing them. Create an online training video that demonstrates the right customer service behaviors and actions, and another one that highlights everything they should NOT do when helping a customer. Then ask them to identify the differences between each online training video, and how they would handle the same situation. These online training videos give them the ability to mimic favorable behaviors and identify habits that may be hindering their performance, so that they can make the necessary adjustments. For example, they may discover that they've been performing a task incorrectly or conveying inaccurate information to customers. You can also pair these video demos with online training simulations that allow employees to practice what they've learned.

3. Branching Scenarios Featuring Customer Personas

Your employees interact with a variety of different customers on a daily basis. So, it makes sense that their online training should expose them to a wide range of customer personas, including those that may be more challenging or problematic. Branching scenarios help to build problem-solving and communication skills by introducing them to virtually every type of customer they'll encounter. This equips them with the skills and experience they need to avoid conflicts and provide superior service. A secondary benefit of this, is being able to handle the pressure that comes with the job, such as trying to calm an agitated customer who isn't fond of the return policy. When creating your microlearning branching scenarios, concentrate on one topic or task at a time and map out your branching paths in advance. Otherwise, you may end up with a half-hour online training activity that overwhelms your employees. An eLearning storyboard will be of great help if you want to keep your online training content organized while developing your branching scenario.

4. Skill-Centric Serious Games

Serious games are games that walk the fine line between entertainment and educational value. They typically feature eLearning badges, points, levels, leaderboards, and other game mechanics, as well as an emotionally-compelling storyline. Integrating expected behavioral elements into your serious game design can make online training fun, interactive, and memorable. It also allows you to facilitate soft skill online training that other activities cannot convey, such as teamwork, problem-solving, and leadership. It's wise to focus on one skill set for each game at a time to avoid cognitive overwhelm. You should also choose game mechanics that tap into employees’ motivation, like leaderboards for competitive learners and eLearning badges for employees who are more intrinsically motivated.

5. Infographics Highlighting Trends Or Tips

Infographics have been around for years, and they are still commonly used in marketing strategies today. This is because they appeal to our visual nature. They give us all the need-to-know information quickly and in an engaging way. eLearning infographics are great for highlighting trends, statistics, and facts that employees require on the job. However, they are also ideally suited for tasks. For example, an eLearning infographic can map out every step of a complicated process, breaking it down into easily digestible parts. Customer service employees get a detailed overview of procedures that they must perform on a daily basis, instead of having to scour through a manual to find the information they need.

6. "Moment Of Need" Online Training Tutorials

There are times when employees aren't going to have the time to sit through an online training course or engage in an online training activity, even if it's bite-sized. These occasions call for quick and concise bits of knowledge that employees access during their "moment of need", such as microlearning online training tutorials that deliver rapid bursts of information. The key is developing online training content that can be accessed repeatedly, so that employees can refresh their memory and improve task proficiency. It should also be mobile-friendly, since most of your customer service staff will be accessing them on their smartphones and tablets. For best results, use a responsive design authoring tool that adjusts the layout depending on the device.

Microlearning is easily digestible, convenient, and targeted, which makes it a perfect fit for your customer service online training program. Be sure to conduct skill assessments and task analysis beforehand to make every online training minute count. This will help you create customized online training content that meets the needs of your employees and yields measurable results.

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