"The program that I would want to revise was for up-skilling customer care representatives. The company had just rebranded, and there was a new direction with regard to representing the brand from the customer care side. Because of bandwidth limitations, we decided to pull the reps out for 30 minutes and rolled out the training in a classroom setting. We had visual aids and handouts that outlined the brand values and how they should be reflected in the language used when interacting with customers.
Looking back at this method, I would say that we should have tried something else. There was minimal demonstration involved, so the representatives didn't really see everything in action. It would have been more effective if we allowed for simulations and let the learners devise different ways to apply what they just learned. This could have been done in shorter sessions after the first 30-minute class."
