Does Online Learning for “Customer Service” Skills Work?

I’m considering moving my training programs to online learning, partly due to the number of requests I’ve had from my clients. The concern we all have (my clients included), is: Can you move courses that result in behavioural changes (vs. technical training for procedures and processes) to a flat-screen online learning environment? Are the results as successful?

Clients are rightfully requesting the service because it’s been demonstrated that online learning programs offer the following benefits:

1. Just-in-time
   The organization or learner can get ready access, whether it’s when they are hired or when they need a refresher given an incident or increase in customer service issues.
2. Anytime, Anywhere
   This benefit offers no need to check my calendar for conflicts, pay for travel expenses or incur other costs typically associated with holding live training events. Just log in and start learning.
3. Fewer Scheduling or Logistic Headaches
   Learners are directed to a link, sign up and take the course and are presented with a Certificate of Completion. Some learning management systems (LMS) even offer the reports for quick look up and there is no further need to track. However, these can be costly for the smaller organization, so a Certificate of Completion could suffice and be provided to the organization for tracking.
4. Community & Communication
   Feeling “plugged in” to online community could be especially helpful if staff or participants work different shifts or in different geographic regions. It gives them a forum like a classroom environment to discuss and work out challenges together that a live classroom environment offers. Note: I still believe there will always be a need to “rub-shoulders” at events and meetings – a lot can get done in the hallways..
5. Multi-Sensory Experience
   If the online design is done right – and includes not just flat-screen text and graphics, but sound, audio, and video along with interactive activities and even gamification – it could meet a lot of requirements that aid in learning. Sometimes the multi-media that is available online is too expensive to recreate in the classroom, but can be added quickly as plug-ins to create a multi-sensory experience.
6. Immediate Feedback
   As a learner goes through modules and is quizzed (or “polled”) on their key learnings, the learner gets to confirm if they are retaining things or are on track. This helps course designers make improvements more quickly.

So, because you’ve asked, I wanted to let you know that I have been reviewing a multitude of online courses, interviewing my clients and finding out what they have, what they like, what they hate and what I can do differently. Online learning may be in our near future!

If you have any feedback or ideas, please email me via my website. I’m looking for creative ideas.