Case Study:
Coaching Culture Core Values in Everday Interactions

Adapted from real incident support logs, five practice scenarios in a coaching culture core values learning experience explores how the organization values can impact interactions between support persons and customers and co-workers.

Business Challenge:

Recognizing that customer support personnel are often the organization’s face to the customer, our client identified support culture training as a critical need to demonstrate the organization’s core values when interacting with customers.

Project Highlights:

Understanding our values in everyday support situations is critical to the team’s success, by following a complex support incident with a customer from inception to completion can educate how we can live and represent out culture.

Outcomes:

Bringing realism to the course was important, the practices mimic communication through voice and chat with customers, as well as provide decisions based on incomplete information.  Learners have opportunities to practice decisions and view outcomes as they are introduced to their role and unique culture of the organization.

Following each practice,  learners were presented with growth and development activities to imprint the culture into the everyday interactions.

Key Features:
Bespoke / Custom
Well-crafted, Branded, Familiar Experiences
Bespoke learning is well-crafted, branded, familiar experiences that allow learners to focus on the new information and knowledge. Bespoke learning is customized to follow your processes, focuses on your key features and ignores unneeded functionality, incorporates your branding, and uses language that your employees are familiar with.
Micro-Learning
Specific Learning Paths to Performance Outcomes
Today knowledge and content are available from every connected device. Learning and training are now about placing information conveniently accessible at the moment of need, engaging the learning opportunity by expressing the answer, the benefits and impact the utilizing the knowledge.
Practice Knowledge
Knowledge Checks and Case Studies
Development happens when you put into practice what you are learning. Throughout the course, knowledge checks apply what you are learning and case studies that bring situational realism to enhance comprehension.