Case Study: Service Excellence e-Learning Solution for Provincial Crown Corporation

Challenge

A provincial crown corporation required an eLearning course that would introduce a new Customer Service Excellence program being launched internally. The client had a very tight budget, but wanted a learning solution that was fun and engaging with a theme that would provide a positive eLearning experience for their audience. The client and project team was also challenged with a workforce adverse to change and in many cases unfamiliar with computer-based learning. 

Solution

The Limestone managing partners worked with the crown corporation stakeholders and subject matter experts to develop an interactive eLearning course. The course focused on improving employee customer service skills and introducing their Service Commitment and principles. This project also included the creation of a three-minute CEO welcome video, which was integrated into the eLearning course. To ensure a positive first experience with eLearning, stock and client provided images, professional voiceover narration, learning games and other visually interesting elements were included, while maintaining a design that did not overwhelm the participants. In keeping with the client’s goals, participants used the incorporated learning games and reflective questions to self-assess their customer service skills throughout the course. Administrators were able to ensure employee participation through module tracking. The course was developed as a SCORM-compliant self-running file using Articulate®. This tool facilitated cost-effective development in the short-term, while ensuring the end product could be used in an LMS down the road.

Results

The Customer Service Excellence program, which included the eLearning course, was launched with great success. The client introduced the new program with a launch event, creating a sense of excitement around the course and motivating employees to explore it. Employees received a consistent corporate message and enjoyed their first exposure to eLearning. The client was very happy with the course launch and their first foray into eLearning.

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