Customer service training to promote behavioral change and improve customer satisfaction
- Mobile friendly, non-responsive
- Story/scenario driven
The training need
FCDO Services is part of the Foreign, Commonwealth & Development Office (FCDO) and has a global workforce of roughly 1200 employees. FCDO uncovered a need for customer service training to improve services to their clients.
Walkgrove won the competition to create a 15-minute e-learning module designed to inspire and engage FCDO Services’ staff to provide an even better service. The aim was to re-engage employees with FCDO standards.
Our bespoke learning solution
Our custom e-learning experience is scenario driven to maintain learner engagement and ensure that key learning objectives are presented in a relatable way. Audio, text and FCDO imagery helps the learner to see the subject in a relatable context, allowing them to connect the learning experience with their everyday lives. This is enforced through the use of knowledge checks placed throughout the module to demonstrate whether the ltraining has been effective.
This bespoke e-learning solution uses an on-screen, audio led mentor to guide learners through the different areas of the course. The tools and information required to provide better customer service are delivered to learners using a positive and warm tone, allowing them to build confidence and better connect with the content they are exploring.
To keep the learning uncluttered and contemporary we used Evolve, a mobile friendly authoring tool that presents learning through the use of a scrolling function, akin to a website. This solution is responsive and intuitive to use, allowing for learners’ focus to remain solely on content, no matter what device they may be working from.