Case Studies
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AMP BDI
An Award-winning Solution on Providing Service to Customers with Special Needs
An eLearning program to help customer service representatives of a leading Australian corporation provide effective service to customers with special needs.
The Client
A multinational financial group headquartered in Australia. The organization deals with banking, financial advice, superannuation services, insurance and investments in shares, property and infrastructure. The company has the largest financial advice network in New Zealand and Australia. The organization, which manages around $215 billion in assets for the clients, has a robust customer service network that attends the clients to meet their business needs.
The Requirement
While the organization already focused on providing the best-possible services to the customers, it realized that the standard approach was not good enough for customers who were suffering from mental illnesses. To be able to deal with such customers in the best way possible, it was important to:
- Sensitize employees about the illness and how the illness affects customers
- Educate them on providing the best possible service to such customers
The client needed an eLearning solution that would help the employees communicate effectively with customers suffering from mental illness.
The Challenge
The eLearning course had two stakeholders—the financial group and a non-profit organization working in the field of mental health illness. It was important to:
- Extract the required information from both the subject matter experts (SMEs) and get them on the same page.
- Understand the complex content that dealt with various mental health conditions and their effects.
- Analyze the customer service process of the financial group and identify the situations that could make conversations with special customers difficult/challenging.
The Solution
- Scenario-based Learning: Customer interaction scenarios were included that demonstrated critical skills to deal effectively with customers suffering from mental illness. The scenarios were based on real-life situations and the SMEs helped us keep the dialogues as true-to-life as possible.
- Graphics and Videos: Tying the course even more closely to the real-life were videos that supported the learning content with case studies the target audience could relate to.
- Content Accuracy: It was vital to ensure that the content was medically accurate. This required working with the SMEs of both the financial group and the non-profit.
The Impact
The result was an eLearning course that not only sensitized the target audience about mental health illness but also provided them easy-to-follow steps for dealing with special customers.
- The target audience has shared very positive reviews about the inputs shared in the course.
- Also, feedback received from the client’s customers has improved to a great extent since the solution was deployed.
A great recognition for the SKILLDOM approach came in the form of the Gold award at Learnx 2015! This course was given this award in the Best Learning services category..
However, our greatest achievement is the acceptability of this solution in the Australian financial services industry. SKILLDOM has received requests from many other clients to have this solution customized for them. So far, SKILLDOM has customized this eLearning solution for more than seven organizations working in Australia and we continue to receive more requests.
Key Features
Award-winning Solution
Custom Learning
Scenario-based Learning
Performance Enhancement
Areas Covered
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