News Corp's QA Account Manager worked with key stakeholders to scope its exact requirements. Once defined, the Account Manager identified a course outline for a two day customer service course previously delivered against a similar requirement. Whilst it was agreed that the majority of the content matched News Corp's requirements, the need to minimise disruption called for a reduced course duration. As such, our Learning Consultants worked with News International to tailor the content down to a single day specifically relevant to its business.
To tailor the content as closely as possible to the service desk environment, QA liaised with the service desk managers to introduce specific language and examples into the course, including the service desk's greeting, wrap-up routine, and customer-service charter.
The course was geared towards telephone and email communication. As well as giving attendees guidance on how to handle difficult situations, it also focused on questioning and listening skills that would help the service desk to capture information in a constructive and sympathetic manner. The course incorporated opportunities for attendees to share any issues they had faced in their roles and discuss how these could be handled differently.
Once the content had been finalised, to further minimise disruption the one day outline was broken into two half-day sessions, delivered two weeks apart. This had a number of benefits:
- Individuals were only away from their roles for half a day at a time
- Attendees could try techniques between sessions and give feedback in the second session
- As attendees returned to their desks after each session, the learning was carried directly into the workplace
The course was delivered to 20 attendees comprising the key contact points between the business and its IT: the service desk, its team leaders and managers, and a number of other functions surrounding the service desk.