Our Work

Examples of our online training

The most important aspect of successful training is learner engagement. No matter how relevant material might be, if learners don't connect with the content, they won't retain it. We strive to create learning moments, which draw in learners and enhance not only their retention, but their ongoing performance as well.

Siemens: Customer Excellence

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Client Testimonial

The French Canadian CE360 Online Course was very well received. Everyone really liked the whole course, but most of the comments I received were about the interaction of the training simulations and the great BluePrint tool at the end. They were excited that they got such a great tool to work with. That was definitely the first time we’ve seen such a professional online training course.

Marie-Eve Loof
Siemens

Problem:

The Siemens Customer Excellence Department wanted to create a new and improved eLearning course after receiving feedback from employees that the required training was not relevant to all employees and was too sales focused. We were also faced with three additional project challenges. First, the project sponsors required that all objectives previously delivered in a classroom workshop and the eLearning be incorporated into the new course. Second, there was confusion in the organization related to the names of the course and the name of the various initiatives within the Customer Excellence Department. Finally, evaluation metrics were that 90% or more of the users respond positively to course relevance and that Siemens Net Promoter Scores improve.

Solution:

We used Storyline to create two online modules and a customized application. Overarching design principals used in the course were to stress the ‘voice of the customer’ using multiple voices representing the internal and external customers in the context of each of Siemens functional areas. We also used emoticons through the course to visually show customer emotional reactions to responses selected by the user.

The first module set the tone of Siemens customer service philosophy by incorporating a motivational video. The module focused on basic content about the various Customer Excellence initiatives and Siemens service principals. A customizable Customer Blueprint application was embedded in the course and made available on Siemens website. The application allowed Siemens employees to create a blueprint for how to communicate with their internal and external customers. The second module was all about applying the Customer Excellence skills and showcased five practice simulations. Each simulation included a moment of truth situation, behind the scene information, and resource characters from other departments.

Impact:

The survey metrics for course relevance was exceeded and learners passed the mastery test with 80%. Subsequent to the release of the finished course, Siemens Canada requested a complete translation to French in conjunction with a Customer Excellence Workshop to address their need to improve low Net Promoter Scores. The result was a significant improvement in Net Promoter Scores within a matter of months after launching the course. For more information about using Storyline to make translation easier, see the blog post we wrote about it.

Course Developed in: Articulate Storyline

Our services include:

If you’re looking for an eLearning development partner who won’t settle for “done,” but rather pushes to thrill their clients with their work, consider ThinkingKap Learning.

Teresa Sears: CompTIA

What our clients have to say...