Dealing with Angry Customers Just Got Easier

A proven training solution to help stressed staff deal with angry customers now online.

WELLINGTON, New Zealand – 20 May 2013

Assumptions that you can’t teach people-skills online have been broken by a Wellington training company with a new digital training course to help staff
deal with difficult people.

Launched this week, the Thriving Under Fire programme brings training room interactions onto computer screens and mobile devices.

“Initial trials show that learners engage with the material and apply it immediately to their work situations with positive results,” says John Faisandier, managing director of Thriving Under Fire

“Unfortunately most organisations don’t have the time or the money to do traditional group training. That’s why we’ve gone digital.”

“The new online format has pushed the boundaries of eLearning software to create a highly interactive training course that engages people in ways they might experience in “live” training room activities.

“Programmes like this haven’t been available up until now” Faisandier said. “Learning and Development managers are queuing up to use it when it is launched this week.

“Up to 85 cents in every training dollar is spent on delivery of information, such as instructor time, travel and venue expenses. These costs are eliminated with online training. People can do the programme from home or at work; it even works on mobile devices. [i]

“International research has shown that the uptake of information is the same for eLearning as it is for in-room group training, although the combination of both is still the best. In some instances better learning outcomes have been reported.” [ii]

Initial trials have shown it is popular with staff at all levels of an organisation.  Faisandier said in one large supermarket, staff responded positively to the programme because it gave them real tools to use with difficult customers.”

“When staff really know how to respond to upset customers much less time and money is wasted sorting out escalating problems, and a more positive impression is created,” he said.

The E-learning programme is being launched on Tuesday 21 May in Wellington and Thursday 23 May in Auckland.

References:

[i]  www.certifyme.net/osha-blog/elearning-statistics-2013
[ii] US Department of Education, 2010. Evaluation of Evidence-Based Practices in Online Learning: a Meta-analysis and Review of Online Learning Studies, Office of Planning, Evaluation and Policy Development, Policy and Programme Studies Service. Page xiv.

ENDS