Virtual Instructor-Led Training (vILT)

vILT for Wood Crest Community Bank

The Power of Active Listening

Audience:

Bank Clerks at Wood Crest Community Bank. Most are between the ages of 25-40, but some are older and some are younger. They are comfortable with technology.

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Problem:

Wood Crest Community Bank has noticed a dip in revenue due to customers taking their accounts to other banks. Upon further investigation, they notice that 70% of customer exit surveys mention poor customer service. Bank clerk supervisors also notice that their employees are often lacking customer service skills, such as active listening.

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Goal: 

Increase rates of positive reviews by 15% in 6 months. Decrease rates of customers leaving the bank due to customer service complaints by 10% in 6 months.

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Solution:

A virtual instructor-led training to teach bank clerks active listening. This gives them an opportunity to practice in small group role plays and receive feedback. They also will interact by answering word cloud, poll, and other other interactive questions in Mentimeter. The virtual instructor-led training will also include a Vyond video and clips from it that introduce the 7 tips for active listening, while also showing it in practice with scenarios. The video is an engaging way to see the difference between a customer interaction with and without active listening skills applied. The video can also be emailed to bank clerks at a later date as a reminder of what they learned. And finally, a job aid will be introduced during the vILT, used during the training, and also posted at bank clerks’ desks, so they can refer to the tips while working with customers.

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Process:

I completed a fictional needs analysis, which resulted in a design document. I thought about how learners would need to practice active listening in person with others, which is why I chose the vILT format. I also knew that they are familiar with technology and enjoy gamified interactivity, which is why I also included Mentimeter interactions and a quiz game. I planned the training using Kirkpatrick’s levels 2 and 3. Level 2 includes informal observation and feedback during the training, as well as a scenario-based quiz game. Level 3 includes formal observations by supervisors on the job according to a rubric or checklist at the 2-week, 3-month, and 6-month marks. I wrote a storyboard for the Vyond videos, made the videos, and created a PowerPoint slide deck, participant guide, job aid, and facilitator guide. I had all my deliverables reviewed for accuracy, clarity, and completeness.