Elevating Executive Training for a Healthcare Company

The Challenge 

• Physical training sessions with professional trainers were financially burdensome and consumed valuable time that could be better utilised elsewhere.
• Front desk executives needed guidance on properly interacting and behaving with customers, necessitating a specialised eLearning course for effective learning.

Business Requirements

• To shift from physical training to eLearning. This transition offered cost savings and greater flexibility for their employees.
• The client sought a behavioural training course to empower their front desk personnel with the skills and knowledge required to engage with customers effectively.
• To ensure that training materials are easily accessible to all front desk executives.
• To design an eLearning solution with a strong focus on customer-centricity to enhance the executives' ability to engage with clients effectively.

The Solution – Learning by Doing 

• We designed a series of eLearning modules that replicated real workplace scenarios front desk office executives encountered in their daily routines. This allowed learners to apply their knowledge directly to practical situations.
• The content was presented in a conversational format, making it easily understandable and relatable for the executives. This approach helped them learn how to interact confidently and effectively with clients in face-to-face situations.
• Some modules included branch simulations that allowed front desk executives to practice and refine their skills in a risk-free virtual environment. This hands-on experience improved their confidence and competence when dealing with clients.

Key Features 

• Customer-Centric Focus
• Branch Simulations
• Scenario-Based Learning
• Conversational Approach

Benefits 

• The eLearning solution ensured that training materials were accessible to all front desk executives regardless of location.
• The scenario-based modules provided practical, real-life experiences, enhancing the effectiveness of the training.
• Front desk executives better understood how to deal with customers, leading to improved customer satisfaction.
• Branch simulations allowed executives to actively participate and practice customer-centric behaviours in a safe, controlled environment.
• The conversational format of content delivery improved comprehension and retention among learners.
• High-quality animations and graphics used provided a realistic and immersive learning experience.

Techsurge's eLearning solution successfully addressed the client's challenges and business requirements. Our solution allowed the client to equip their executives with the skills necessary to excel in customer interactions, ultimately contributing to improved customer service and satisfaction.