Two weeks ago I was part of a group which looked at a number of customer service training videos and e-courses. If you’re in the market to purchase training courses, consider these points:
1. Who is the target audience? Are you buying a course for front-line staff but looking at a video full of more strategic philosophy best suited for senior management?
2. Does the course consist of clear actionable steps your employees can take?
3. Do you want your employees to take these steps?
4. If it’s a video, will it “wear well?” For example, will it look outdated in a year or two because of outdated hairstyles, cars, or computers?
5. Will your employees relate to the actors in the video? Are they the same demographics?
6. Is the course length suitable for your employees needs in terms of attention span and the time they will set aside to take the course?
7. Are the situations and role plays in the course relevant to your profession?
8. If it’s a video or e-course, will your employees have access to computers to view them? Will those computers be in a room where they can avoid distractions?
9. Does the course use jargon or concepts unnecessary to your profession?
10. Is the delivery channel (e-course, video, instructor-led) suitable for your employees? For example, if you have predominantly older employees who aren’t computer-savy, are you investing in an e-course they won’t be able to navigate?
11. How easy will it be for you to reinforce the action steps and the philosophy espoused by the courses after employees take them?
12. Is the cost per attendee a good return on investment for you?