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How to evaluate employee performance in your customer service online course
Corporate eLearning enables you to quickly deploy online training resources so that every member of the team has 24/7 access. They can embark on personalized learning paths, watch demos in their moment of need, and regularly evaluate their skills. However, the LMS is not just a place to gather information, it is also a place to evaluate employee performance. With learning technologies, you can pinpoint low customer satisfaction ratings and slow sales. Here are 7 unexpected ways you can use online customer service training to identify gaps and provide performance support before it’s too late.
7 creative ways to measure employee performance in customer service training
1. Persona-packed online training simulations
Develop online training simulations with a variety of customer personalities, from the popular angry customer who wants to give something back a year after their purchase, to the 20-question customer asking about every aspect of a product, and then go with them empty hands of it. You can use it to gauge how employees interact with the most common customer concerns and personality types. They also gain practical experience. Just make sure the personas have realistic traits, behaviors, and motivations. Remember, you are trying to assess their ability to apply skills and empirical knowledge in a practical context.
2. Serious games under pressure
Set the clock and invite the staff to progress through the levels for serious games. Timed games test your ability to stay calm under pressure. For example, they need to identify the customer’s problem and come up with a workable solution in less than 2 minutes. Apply just enough pressure to determine how you are handling these workplace situations without feeling overwhelmed. Think how long it should normally take to tackle similar challenges in the workplace. For example, the customer usually gets impatient after waiting 5 minutes because the problem is not that complicated.
3. Troubleshooting branching scenarios
Use branching scenarios in your online customer service course to see how well employees can handle problems that arise at work. It could be anything from handling a problematic POS operation to helping a customer ask a product repair question. Interview your team to identify the most common challenges they face on a daily basis. Then use your results to develop branching scenarios with a full spectrum of results. The decisions they make will help you identify areas for improvement so you can recommend personalized resources for performance management. You should probably combine this with an online micro-learning training repository that can be used by employees to quickly fill in gaps they uncover in branching scenarios.
4. Personalized pop quizzes
There are two ways to approach this assessment method in your online customer service course. The first is to invite staff to choose pop quizzes that address known loopholes. For example, an employee is already aware of a skills gap that is slowing down customer service tasks. The second option is to research them beforehand and use the results to provide the most appropriate pop quiz. Personalized tests are ideal for performance problems that are easy to measure. For example, test knowledge of a product or compliance issue associated with a work-related process.
5. Microlearning WWYD Video Demos
Encourage employees to watch an open video demo, then ask them what they would do to get the most beneficial result. For example, the short clip shows an employee calling a salesperson or listening to a customer when he or she expresses a concern about a product. After viewing, employees must decide what to do in the employee’s shoes to keep the customer happy without violating company policies. You can also watch the situation play in the demo video and then ask what you would do differently to get better results. This online microlearning training activity will not only help you assess your performance but also facilitate self-reflection.
6. Live event hosting gigs
Employees must know a significant amount of information about an online training topic or assignment in order to convey it. Have them host their own live events focused on a specific performance issue, including discussion topics, activities, and questions and answers with attendees. You need to study the task in depth to identify any key insights, and then use the information to create a brief walkthrough. This could also reveal hidden areas for improvement. Another approach is to have a live roundtable where employees can share personal anecdotes. You can even start with a topic and invite them to share their thoughts or explain how they would deal with the customer service challenge.
7. Group collaboration with subsequent eLearning feedback
Schedule online group collaboration projects where employees have the opportunity to collaborate with colleagues and work together to resolve performance issues. Ask them to develop a presentation based on a common problem in the workplace or a task they think many employees are struggling with. Working in a team environment helps you identify weaknesses in comparison. For example, they find that they have been mishandling a customer problem for months and that there is a better way to solve the problem. Their employees’ insights and unique experiences open their minds to the fact that there is room for improvement. You can also see how they delegate tasks, overcome team conflicts, and manage their team. It all helps to evaluate their performance and identify problem areas. Then host a follow-up eLearning feedback session so your colleagues can offer an insider’s perspective.
These 7 assessment techniques can help you diagnose performance issues before they get out of hand. This ensures that your employees offer the best possible service and retain your loyal customers. But it also gives you an opportunity to keep your top talent by giving them the self-assessment tools they need to be successful as they can seek additional support to help them overcome professional hurdles and be more productive at work.
Online training offers a variety of benefits, especially when it comes to customer service training. Find the right provider of eLearning content for sales and service in our exclusive online directory.
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