BDI Series

Case Studies

Our work has impacted the learning objectives of
leading brands

Proven eLearning Approach to Improve Customer Service Skills

An eLearning program to equip customer service representatives of leading banks and financial corporations provide effective service to customers with special needs.

The Client

SKILLDOM had developed an eLearning solution for a leading Australian bank. The solution equipped the employees in providing effective customer service to clients that may be affected with mental health illness. The eLearning solution which was very effective also won Gold award at Learnx 2014 in Best Learning Services category. The efficacy of this eLearning solution was such that, many clients operating in insurance, banking and financial services sectors across Australia requested for this program.

The Requirement

A study conducted by the Australian Bureau of Statistics (ABS) revealed that one in five Australian adults would experience mental health conditions in any given year. The ABS study heightened the interest in the Australian community about mental health illness. Many organizations felt the need for an awareness program that would sensitize the employees about various aspects related to mental health illness. SKILLDOM had the successful eLearning solution to meet these organizations’ needs. The eLearning solution was to help improve the customer service experience of customers that may be affected with mental health illness.

The Challenge

Though SKILLDOM had the eLearning solution, the challenge was to:

Analyze the customer service process of the respective banks, insurance companies and financial organizations
Customize the eLearning program according to each organizations’ processes and requirements

The Solution

Scenario-based Learning: Customer interaction scenarios were included that demonstrated critical skills to deal effectively with customers suffering from mental illness. These scenarios mimicked real-life conditions. In addition, the dialogues of these scenarios were finalized after extensive feedback exchange with the clients to make them more representative. The customer profiles and the way scenarios were presented differed according to the clients’ processes.

Custom Learning: Each feature of the eLearning course was modified to suit each client’s requirements. This included producing the course in different formats, customizing it to each organization’s LMS (if required) and customizing the features such as GUI elements and interactive templates according to the clients’ branding guidelines.
Multi-device Accessibility: The eLearning course was developed using special authoring tools to provide an easy access across devices to the employees. Some of the organizations opted for multi-device learning while others requested the course that would provide the best learning experience on their LMS.

The Impact

An eLearning course that not only sensitized the target audience about mental health illness but also provided a targeted approach to deal effectively with customers
Positive customer feedback for the organizations highlighting improved customer service
Increased customer satisfaction and ultimately more business for the clients

So far, SKILLDOM has customized this eLearning solution for more than seven organizations working in Australia and we continue to receive more requests for this program.