In order to ensure all their customers receive a first-rate customer experience, Comcast elected to introduce a new customer-service process to employees. The internal training program utilized pre- and post-Web-based training sessions, instructor-led training, coaching exercises and role-playing, mixed with video segments.
Comcast University separated the courseware into two distinct courses: Supervisor/Manager and Frontline Employee. This enabled the curricula to focus on core elements unique to each role.
Teaming Up for Custom Blended Learning
The curriculum launched with a 20-minute e-learning module that provided overarching customer-service program information. The organizations coordinated on the design elements, and General Physics provided story-boarded and scripted designs for review and approval. To drive rapid development, files and drafts were shared, enabling immediate feedback and real-time revisions. After the pilot was complete, the course was finalized and loaded onto Comcast University’s portal, along with the source code.
Simultaneously, the teams collaborated to design and develop the instructor-led modules. They wanted to ensure supervisory/managerial and frontline employee personnel were given opportunities to practice live interactions that mimicked real-world scenarios. Therefore, the project integrated instructor-led sessions heavily designed with interaction and scenario-based exercises. These courses were piloted alongside the e-learning module; then, minor revisions were incorporated and the content and all original files were delivered.
Ensuring Effectiveness With a Multiphased Approach
Thirty days after a manager completed training, a five-minute “infomercial” — based on key leadership video segments, key speaker narration and some creative and visually appealing graphic splashes — was delivered. The purpose was to refresh knowledge of the customer-service key points and renew excitement about the program.
To validate that the audience retained the proper skills and knowledge, the teams coordinated to design and develop online confirmations of learning (COLs). The COLs were designed to evaluate both the e-learning and instructor-led training. The COLs contained scenarios parti-cipants were required to address with appropriate actions, and questions covered the important change management aspects of the new program.
The final phase of this multifaceted training was targeted toward supervisors and managers through five-minute “communication capsules” on each element of the customer-service training. These short e-learning modules were released once a week, focusing on key aspects of implementing transformational change with their teams.
Each capsule included resources such as talking points, suggested activities for team meetings and a job aid to distribute to their teams. This final component to the training not only refreshed the content, but also helped provide supervisors and managers with the needed tools to empower their teams to implement the customer-service program.
According to Comcast Chief Learning Officer Martha Soehren, “This program is receiving very positive feedback from our operational leaders, and we are realizing improvement in customer-impacting processes and metrics.”