From the course: What You Need to Know to Get Started with Your Training Program
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Using feedback to improve your learning program
From the course: What You Need to Know to Get Started with Your Training Program
Using feedback to improve your learning program
- Several years ago, I created a program for a large employment insurance company. They were on a mission to snap up more market share, but they weren't gaining momentum and they pinpointed why. Poor customer service. They were losing accounts, getting terrible online reviews, and were at a loss of how to turn things around. So I developed and delivered a learning program to help them improve their service. We had a huge kickoff, generated excitement around the program, and we were looking forward to getting the results. You know what happened? Their customer service ratings did not go up and their market share decreased. So what could we do? We went to the team members that took the training and asked them how we could improve it. It turned out the team needed specific answers to their top 20 customer service challenges. They wanted to know exactly what to say and when to say it and how to say it, even though their…
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