QA and Radius Payment Solutions agreed on a fully blended solution to build value for enhancing the customer service experience provided by the Radius IT Department, and provide the insight into ‘best practice’ needed for a distinctly excellent standard moving forward.
We delivered a programme of activities which gave the learners:
- Insight into the personal, departmental and organisational level benefits of enhancing the service they provide
- The opportunity to define their own standards and customer service charter, ultimately gaining commitment from the team to changing from the status quo
The format of the programme followed QA’s Performance Based Learning approach which involves four main elements:
Experience – first focussing learners on the value and context of the learning they are undertaking, we combined Radius’ own activities and QA’s. The IT Operations Director, and a Champion from the team, started to build momentum through communication and discussion during a team dinner event.
Learners accessed QA’s online guided learning via a learning zone just for Radius IT. This content continued to build the case for customer service excellence. Additionally the team were tasked with an activity to interview an internal customer to learn more about the impact their department has on the wider business. As learners shared their findings, the team raised their collective commercial awareness.
Learn – to enable learners to manage the development of knowledge and understanding of best practices at their own pace and around the IT workload, we used a rich blend of bite-size digital learning assets including talking head videos, animations, interactive content, quizzes, opinion polls, articles, open questions and peer-to-peer discussion.
Apply – learners attend an immersive, highly practical half-day workshop for the opportunity to put ideas from their online learning into practice. Working with their colleagues and supported by an expert QA facilitator the learners focus on the areas they believe to be most important for the department to develop. From this they started the process of developing their customer service pledge.
Perform – having been involved in defining what ‘excellence’ should look like, learners committed to producing a polished version of a professional, achievable pledge or charter which demonstrated their commitment to Customer Service Excellence. The final version now sets the Customer Service Excellence standards for the department and the team are now tasked with delivering to the new standards, supported by management.