It's customer service training month at Go1. This month, we're focusing on all things customer service training - so keep an eye on the blog over the next few weeks to read more about Go1’s relevant training content!

Whether they are known as your customer support, success or service team, they are your employees that interact with and manage customers. Customer service teams directly communicate with customers, problem solve for them and these are often the interactions that leave the lasting impression in your consumers mind. We've dedicated the month of June to look at how Go1's Premium training for your frontline staff can drive sales and give businesses a strong competitive advantage. 

With the evolution of customer service towards tech, it only makes sense to take your customer service training online as well. Generally customer service training is the training employees undergo to improve the soft skills most used during customer interactions and learn the tools needed to better support customers and their satisfaction. Any employee that interacts and deals with customers needs customer service training. 

Taking your customer service training online can strengthen your team's skills.

Through training, employees improve their customer service skills, knowledge and competencies whilst acquiring new ones. Training gives customers a more consistent and professional experience - which greatly increases customer satisfaction and leave your customers feeling respected. Of course, no training is as cost-effective as eLearning. Online training is easy to deliver to employees no matter where they are based. 

Where to begin with your customer service training?

Let's start with your understanding of customer service, and how it can influence you workplaces customer service strategy. This week we've suggest two Go1 courses created by experts in customer training. 

Introduction to quality customer service - by Interaction Training. 

This course underlines how, irrespective of what industry you are in or what function your team performs, you are in the business of providing a service and this means learning to go above and beyond the call of duty as a matter of course. This is a great introductory course for managers and training coordinators to understand how to approach customer service training. 

Create a Culture of Great Customer Service - by Creative Live. 

This is also useful for managers to help you identify the key aspects of optimal customer service so you can teach it and instill it in your teams. This course emphasises how customers should come first, and how you can learn how to ingrain those ideals into your company culture to ensure that they’re heeded each day by all of your team members.

Want to learn about more Go1 courses to support your customer service training? Come back to the blog next week!

False

Find out how Go1's Premium training for your frontline staff can drive sales and give businesses a strong competitive advantage. 

Course category of the month - June: customer service

Australia's CEO Challenge (ACEOC) is an organisation that provides domestic and family violence (DFV) training for companies all across Australia. Their aim is to make sure workplaces are aware and responsive to domestic violence, and have in place a strategy to raise awareness and support their staff who may be living with violence, abuse and control at home. 

The organisation's Workplace Prevention Program empowers and educates businesses to recognise the signs of domestic violence, respond appropriately and refer employees affected to professionals who can help. By recognising that business and industry have a role in social change, we can create responsive workplaces and become part of a ‘whole of community’ solution.

We recently sat down with ACEOC's Chief Executive Officer, Jacque Lachmund, to talk about the importance of DFV training and how the organisation is working with Go1 to deliver a Workplace Domestic and Family Violence Training Package.

Case Study: CEO Challenge

Your workplace partner against domestic violence

Australia's CEO Challenge is a recognised, award-winning non-profit organisation that supports the business sector to help break the silence surrounding domestic violence. They work with businesses – of all sizes and from all sectors – to become more aware and responsive to DFV, ensuring greater support for staff directly impacted. Through quality education, policy development, expert training and partnerships, they provide organisations with the tools they need to better respond to DFV in their workplaces. 

Workplaces can play a critical role in responding to DFV. These days, the reality is that many of us spend more time with our co-workers than with family and friends. These are the people who see us day in, day out, five days a week. So, it’s often our managers or workmates who will notice the first warning signs of DFV or get a sense that something is not quite right.

ACEOC's Workplace Domestic and Family Violence Training Package helps to ensure that organisations get a succinct message, and a succinct way on how to respond to colleagues and to others.

The very first touch point of ACEOC's engagement with Go1 was when the Queensland Government made a commitment to work with workplaces, starting with their own, to address DVF. 

As Jacque explains, "they were doing face-to-face training and realised that other training options were needed," and so a natural partnership was formed to roll-out across government - ACEOC's eLearning. 

"The challenges we faced and the journey we went on was fantastic. The team behind the scenes worked with us with each agency to ensure that we got it right. We didn’t always get it right- some of our agencies in government had different learning management platforms we had to work around. But at each point, Go1 provided us with a solution-based focus which helped us jump those hurdles." 

Since partnering with Go1, ACEOC's clients in the private sector have also jumped on board with their eLearning solution, providing "a whole organisational response to DFV." 

At Go1, we love working with companies who are all about positive impact – so we are very happy to be working together with Australia's CEO Challenge. 

And as Jacque said, she is pleased with the level of support ACEOC has received from the Go1 team and looks forward to continuing the journey.

"We couldn’t have asked for a better team to work with. An organisation who’s professional, who is engaging and who have delivered on our commitment and contract with government and our organisations that we work with each and every day.

We are thankful that we have an organisation that gets it. That is socially responsible. That wants to give back and has partnered with a not-for-profit organisation. It's fantastic and we look forward to continuing the journey."

We thank Jacque for sharing her time and thoughts with us and encourage you to check out the Workplace Domestic and Family Violence Training Package from Australia's CEO Challenge, available in Go1 Premium now. 

You might like to also read our earlier article on our partnership with ACEOC, which includes some helpful advice from ACEOC on how managers can respond to Domestic and Family Violence in the workplace including specific responses you can use to someone who is confiding in you.

Note: Freecall 1800 RESPECT (1800 737 732) is a 24-hour counselling line available to all Australians who have experienced, or are at risk of, DFV. 

For more insights, subscribe to the Go1 newsletter to stay on top of all the latest L&D trends. Or, you can book a demo today to find out how Go1 can help with your team’s learning needs.

Australia's CEO Challenge - providing domestic and family violence (DFV) training for companies all across Australia

When we hurt ourselves in the office, we find our friendly First Aid Officer who has a helpful kit full of band-aids, wraps, ointments, and remedies. But what about the pain caused by anxiety? Unfortunately, no such kit has previously existed — until now.

For the final workplace wellbeing course for the month of May, we've chosen to review a ViaUp course called Stress, Anxiousness and Anxiety. 

This course is highly recommended, firstly, because it takes an engaging approach to training staff on what is often a complex and misunderstood issue: Mental Health.  

This course empowers an organisation to be able to identify and address the causes and symptoms of anxiety by providing the tools they need to make meaningful and positive progress. After completing this course you will have a much clearer understanding of anxiety and how you can support your own mental health, plus useful strategies to support colleagues who may be suffering.

This course is also recommended, because ViaUp content is delivered via rich and interactive video format. Immediately upon enrolling in a course, you experience interactive learning of a quality unlike most other animated e-learning videos.  

The course is approximately 30 minutes, and breaks down the ViaUp Mental Health First Aid Kit into 6 different parts:

A Dose of Understanding: The beginning of the course looks at the symptoms of anxiety and offers a self assessment to review your own mental health.

Self-Care Manual: This part of the course contains a useful toolkit for you to manage your anxiety.  

Empathy Boost- Through Their Eyes: This section looks at how to support someone with their mental health. 

Talk The Talk: Walk through real conversations to determine how best to talk to your co-workers who you think might need help with their mental health. 

Support For Life: The course concludes by providing different resources to support anxiety conditions. 

The ViaUp Mental Health First Aid Kit is designed to benefit businesses and organisations of any size.

Each ViaUp courses is created in collaboration with relevant leading subject matter experts, to ensure the learning material is accurate and at the forefront of discussions on the subject. This course has been created based on Beyond Blue material (Australian independent non-profit organisation). 

ViaUp is an Australian eLearning creator who specialises in crafting engaging learning experiences through their eLearning content. They bring their content to life, to create corporate learning that resonates.  

You can now find this ViaUp course, plus more in Go1 Premium and it is accessible in all regions, with the content created for an Australian market.

Want more details about employee wellbeing?

Getting started with your Mental Health First Aid Kit

Course of the week: Stress, Anxiousness and Anxiety

Employee stress negatively affects employee wellbeing. Barriers that stop employees working to the best of their ability can lead to stress and will impact productivity and staff mental health. 

In line with this month's topic of workplace wellbeing, we've chosen to review the course 10 Minutes Managing Stress created by Learning Planet. 

When employees are happy and healthy, they’re engaged. Engaged employees are almost always more productive and profitable. Stressed employees, on the other hand, can become burnt-out and put their mental health at risk.  


The problems of not addressing employee stress: 

Creates a negative work culture where people aren’t encouraged or supported

Uncertainty around job role and responsibility

Stress can be due to heavy workload, unrealistic deadlines

People with mental health conditions aren’t supported

Stress and resilience skills in the workplace can give your employees the ability to cope with and rise to the inevitable challenges, problems and setbacks you meet in the course of your life and come back stronger from them. Pressures and stressors will continue to increase with greater time management demands and workloads. 

Learning Planet, via Go1, has information readily available in 1 minute and 10 minute videos to offer your employees effective stress management techniques. Why not act now and help your staff adapt to stress, while also improving your workplace culture of wellbeing?

Learning Planet has two courses that give a holistic view of stress in the workplace and how to manage it:

Taking just 10 minutes out of your day to do the courses will teach you strategies on how to manage stress with fun and interactive microlearning modules! Both courses look at various aspects of stress, including the body's stress response, good and bad stressors, ways to manage stress, and the flight or fight response. 

Each course starts with an engaging video and then finishes with a workbook to help employee's complete their learning experience.

Learning Planet is a microlearning video provider from New Zealand who has partnered with Go1 to offer a suite of their soft skills and personal development courses.

Learning Planet offer two types of videos for all of their training topics: 10 minute videos to teach new skills or concepts, and 1 minute ‘skill refresher’ videos that can be used to reinforce existing skills. They combine video, PDF, and workbooks to provide learners with clear, succinct training to help meet their learning needs.

We have 19 of Learning Planet’s microlearning interactives available in Premium

Learning Planet's course can help employees learn how to be more mindful of stress - and manage it, when it strikes!

Course of the week: 10 Minutes Managing Stress

Check out Go1's latest updates. We have one new content provider launched and some new content added from some of our existing providers! 

Security Innovation have launched with 12 interactive courses in Premium and many more coming soon! Security Innovation courses solve software security from every angle: whether fix-driven assessments or novel training, to learn and never forget, they make risk reduction a reality.

Information Privacy - Protecting Data and Classifying Data

These courses equip employees to understand what constitutes private data and recognize the importance of behaving in a proactive manner to protect this information in their everyday work.

This security awareness course is intended to teach learners how to recognize malicious email before it can become a threat. Through participating in this course, learners will be able to understand the various ways in which attackers try to trick and entice users to trigger malicious events through email, as well as best practices to properly handle and avoid phishing attacks.

Travel Security, Password Security, Physical Security 

Information Privacy and Security Awareness for Executives

GRC, back by popular demand, has added 5 new courses! 

GRC Solutions are a leader in online compliance training. They work closely with high-profile industry experts to make sure their content is legally accurate and mirrors the latest developments in each area. Available in Global Premium. 

Corporate Governance Listed and Corporate Governance Unlisted

Based on GRC Solution's general Corporate Governance course, these training courses look at the specific duties that subsidiaries and listed companies or unlisted companies have under the current laws. The courses include comprehensive analysis of the source of corporate governance requirements, the duties owed by directors and officers of organisations, and to whom those duties are owed.

Approximately 1 hour 30 minutes of learning per course

The financial services industry has undergone major reform over the past decade. This course explains the requirements in plain, engaging English. Financial services covers a wide range of activities, including banking, superannuation, insurance, managed investments, options, derivatives, securities, broking, futures and other financial investments. 

Environmental law is notoriously complex. It runs across various jurisdictions and imposes a large number of obligations on companies. Offences carry great penalties and, with managers and directors being personally liable, the exposed risk in this area is huge. This course creates awareness of the potential risks, exploring the basics of environmental law and its imposed obligations, and explains how they should be referred to.

Approximately 1 hour 50 minutes of learning

In 2010, state and territory-based credit laws were moulded into a national approach known as the National Consumer Credit Code. With it, a large range of requirements and obligations were added, leaving many to wonder how their organisation would be affected. This course explains in plain English what the main requirements are and how to comply with them.

Approximately 1 hour 30 minutes of learning

LearnNowOnline is a provider of IT Skills and Developer courses which range from beginner (eg non-technical employees learning to code) to advanced (IT professionals perfecting existing or learning new skills). Their content is created by respected industry experts and is great for developers, system admins, and anyone learning to code or improve their basic IT skills. Available in Global Premium. 

New series: AWS Certified Cloud Practitioner

This is a 7-part series, which givers learners a general overview of the AWS Cloud. This path is intended for individuals in technical, managerial, sales, purchasing, or financial roles. Prerequisites for this series: an Amazon Web Services Account and an understanding of web technologies will be helpful.

Part 1) Introduces you to the AWS cloud as well as how to setup your environment and create your first user. It finishes with using Multi-Factor authentication for AWS. 

Part 2) Covers setting up your first EC2, as well as configuring Network ACL, and Elastic Block Storage. 

Part 3) Covers Load Balancing, Tagging and Autoscaling for your site to respond intelligently to use. it also explores all the ins and outs of S3 storage.

Part 4) Starts with how CloudWatch monitors your site and what it's capable of. Then it covers DNS monitoring and Analysis with Route 53 and finally touches on serverless computing with AWS Lambda. 

Part 5) This course explores content delivery with Amazon CloudFront as well as how to administer your infrastructure as code with Cloud Formation. It finishes with video and image analysis in AWS Rekognition.

Part 6) This course starts off with how to build a well-architected framework as well as the total cost of ownership. It concludes with AWS documentation, and billing. 

Part 7) This course wraps up the series by first talking about the shared responsibility model: what you as a customer and what Amazon as a provider are responsible for.

In line with this month's topic of Workplace Wellbeing, we've chosen to review the course Self Leadership: Developing Yourself. This online course, created by popular content provider Manager Foundation, highlights the importance of having your employees focusing on developing themselves first, as it's one of the best investments to make for an individual's health, wealth and happiness. Manager Foundation are a longstanding Premium partner of Go1 who have had continuous popularity with their training courses. 

How does personal development and wellbeing work together?

Although the title of this short courses refers to leadership, self-development is at the core of this course's messaging, as developing yourself is the first step to self-leadership and resilience.

Creating a happier, healthier and more productive workplace relies on the resilience of your employees. This course effectively helps individuals develop strategies to overcome the usual obstacles that get in the way of developing yourself, which translates into many benefits in their professional careers.  

Personal development is a term that can mean various things for different people, such as:

having skills to choose the work you want to do

knowing how to manage stress and deal with conflict

growing yourself and have confidence in your abilities.

Encourage your staff to enrol in this course to learn how to develop themselves, leading to higher resilience, changed behaviours, improved skills, better productivity, and reduced anxiety. 

Broken down into eight modules, including a variety of engaging learning resources (reading, videos, quiz), this two-hour course covers a number of aspects related to self-growth:

How to choose what skills to develop (choosing the right skills for the best results)

Developing a better relationship with your boss

Mentoring (employee growth and development)

Essential steps to get the most from your development 

Keith Tatley founded Manager Foundation to show people the real world skills they need to manage employees. Manager Foundation is passionate about making organisations better places to work. Better places to work results in happier employees with higher profits through people. Helping managers to make work, work. Available in Go1 are some of Manager Foundation's best-selling programs on leadership and positive thinking in the workplace.

You can't change the world; you can only change yourself!

Course of the week: Self Leadership: Developing Yourself

Bloom is an award-winning learning technology company, passionate about user experience, design and learning outcomes. 

In March this year, we were thrilled to announce our involvement in Bloom’s Happiness Learning Project eLearning module competition, which was created for Learning Designers to co-create eLearning modules that will improve wellness at work, and support those who are affected by anxiety at work. 

By entering Bloom’s ‘5 ways to wellbeing at work’ eLearning module competition, entrants went in the running to win $1000USD, with possible ongoing passive income. The winner will provide their module at no cost to any organisation or individual who wants it.

Find out who took first, second and third place in the announcement video below: 

Happinesss Winners

Rustica Lamb from Bloom makes the announcement

We are very impressed by the level of skill and effort displayed by all the entrants, and would like to congratulate all the participants for their level of commitment towards this project. 

Our Social Impact Manager, Cam Cliff, talks about what it has meant for Go1 to be involved in this project: 

GO1 Social Impact Manager Cam Cliff.mp4

If you are responsible for wellbeing training at work, you will know most eLearning suppliers will charge between $15,000 – $30,000 per module. Simply head over to the Bloom website and register the details of your organisation to receive the winning eLearning module SCORM file – for free!

The winning module will also be made available on the Go1 learning platform, free to enrol in as part of the Go1 Social Impact suite - so go check it out for yourself!

Go1 is delighted to have been involved in the Bloom Happiness Learning Project and look forward to seeing the impact we can have together in the future.

Bloom Happiness Learning Project winner announced!

Check out Go1's updates on all new content provider launches and new content added from some of our existing providers! 

New providers available for our global customers 

Blockchain Collective are a leading blockchain education body, providing courses through Go1 to support the growing demand for qualified and skilled people in the application of blockchain. Blockchain Collective was the producer of the first ever Diploma on Blockchain course! 

Blockchain is a hot topic in a number of industries, and one of the most talked about technologies of the past 2-3 years, and training for it is available in Go1 Premium. Go1 offers a non-accredited version of their courses in Go1 Premium, so learners will learn all about the fundamental and foundational skills required to implement blockchain within an organisation. 

You can choose from 13 Blockchain courses:

Blockchain Fundamentals Accounting Stream - BLKEBF-A01

This course teaches a fundamental understanding of Blockchain technologies, and is designed to help you develop the ability to explain blockchain terminology, how blockchains work in practice, and the technical and non-technical limitations of blockchain. 

The course has been contextualized for individuals who are interested in the impacts of Blockchain Technologies in the Accounting and Auditing sectors.

Course: Develop operating frameworks for a blockchain network

Course: Blockchain Foundations, Innovative frameworks and Peer-to-Peer Consensis

ENI Digital Learning have launched with two courses in Premium. Their courses act as a support tool to help your employees through your company's digital transformation. 

The ENI Digital Test™ supports you in your company's digital transformation. It truly is a digital diagnostic tool and enables companies to have a clear view of each employee's strengths and the points they can improve.

The ENI Digital Test™ adapts to all types of professions and employees: the difficulty level is determined by the accuracy of the answers to the previous questions.

The EUREKA Digital Library offers a wealth of reliable information for on-demand use. With this online library your employees have at their disposal a set of resources such as videos, books and recorded lessons on the different Microsoft® Office applications: Excel, Word, PowerPoint, Outlook, OneNote, Teams, and Windows. They can view them according to their needs and when necessary.

This online library is aimed at any user searching informal training in Microsoft® Office applications.

Interaction Training, back by popular demand, has added 8 new courses! 

New Course: Injury prevention and management for managers and supervisors

This course provides managers and supervisors with an insight into prevention and management, including how to support workers at risk of injury, the identification of early warning signs, and the approved processes in relation to injury management. Approximately 30 minutes of learning.

New Course: Bullying and harassment for managers

This module investigates the vital role of  managers and supervisors to ensure that all our people experience a workplace environment that is positive, productive, harmonious and safe. It focuses on bullying and harassment, outlining associated fundamental and legal rights that apply to our employees and contractors, as well as those who visit our workplaces and who engage or partner in our services. 

Interaction Training is an Australian-based provider at the forefront of the self-paced learning industry. Since helping pioneer computer-based training more than 30 years ago, Interaction Training has been committed to adopting the latest technologies that have the capability of accelerating the effectiveness of corporate learning.

Some have labelled workplace wellbeing the new workplace health and safety. WH&S is everywhere, always monitored and managed efficiently. Right now, does your workplace wellbeing program look the same? Wellbeing is defined by Australian employees as "when they have found balance across physical, mental, social and spiritual life." 

Every dollar spent on effective mental health action returns $2.30 in benefits to an organisation. So the question is, why not start investing in your employees wellbeing today?

Mentally healthy workplaces are positive and productive. They are environments where people want to come to work. Most research points to the fact that workers who are stressed (extremely/very) about their work are 2.5 times more likely to look for a new job in the next 12 months than workers who are not at all stressed about work. By investing in wellbeing you are investing in productive staff, who are committed to their workplace, reducing your staff turnover rates and driving engagement. 

Where to begin when thinking about workplace wellbeing? 

The three core parts of a safe workplace: the environment (the space and culture), the individuals (your employees), and management that is conducive to supporting its staff wellbeing. 

Wellbeing should be at the core of every business’ health and safety policy. Ensure the physical space is conducive to success and ergonomically set-up, but also consider the culture within that workspace. A chaotic workplace environment of frequent, uncontrollable events adversely affects people’s motivation, their cognition and learning, and their emotional state. Having a general culture of competition, low collaboration and teamwork will quickly impact the health of employees 

61% identify high team morale as the greatest indicator of employee wellbeing. A culture of social support reinforces for employees that they are valued, and thus helps in a company’s efforts to attract and retain people.

Supporting a healthy lifestyle in your office can ensure your people are healthy. A good work-life balance is key to securing a good standard of mental health. You can focus on the individual's needs such as improving access to healthy lifestyle choices (food or exercise), as well as building the knowledge and skills of your staff. Effective workplace health and wellbeing will have positive impact on worker productivity and performance as well as the health and wellbeing of employees. Health and wellbeing includes the management of stress, fatigue and mental health support.  

Micromanaging is also common at work, simply because many managers are poor at coaching and facilitating others to do their jobs better. The management must be equipped with skills to support their team to succeed and build relationships that are founded on communication, so that workers don't end up feeling like their wellbeing has not been considered when making business decisions. The mismanagement of employees will discourage individuals' autonomy, decease feelings of control and then employee engagement will plummet. 

The right management practices characterised by open communication can decrease the likelihood of unrealistic workload expectations, which causes stress, burnout and overall negative impact on wellbeing in the workplace. 

Go1 has an amazing variety of providers who create content to support workplace wellbeing. 

Mind Channel, one of our Premium providers who specialise in bite-sized learning items content, has various courses on mindfulness, stress management, fatigue fighting and healthy eating. Their bite-sized wellbeing courses (under 5 minutes) are in English, Spanish, Portuguese and French!  

Come back next week to find more Go1 courses available in Global Premium that address this month's topic of health and wellbeing. 

Good organisational health depends on the wellbeing of its staff.

Course category of the month - May: employee wellbeing 

One of the most valuable skills you need to be productive is the ability to solve problems and manage projects – clearly, calmly and effectively. New projects take more than just an idea to get off the ground – they need strategy, planning and execution to be successful. Manage and Review Projects is this week's course highlight, created by Interaction Training. 

Successful completion of projects and tasks directly depends on a productive and successful team whose members are committed to contributing, communicating and co-operating. This course focuses on setting goals that can be reviewed and measured so that project milestones and completion are clearly identifiable and achieved. Learn how to review project outcomes and processes against the project scope and plan, as well as how important it is to involve team members in the project review cycle and document lessons learnt. 

This course includes approximately 40 minutes of learning covering the following topics: 

Interaction is at the forefront of the self-paced learning industry, consistently breaking new ground in the adoption of the latest technologies that have the capability of accelerating the effectiveness of corporate learning. Interaction has partnered with Go1 to offer their range of courses in business, compliance and professional development topics.

Improve your ability to solve problems and manage projects 

Course of the week: manage and review projects

Welcome to the Go1 blog. Helping you to achieve your L&D goals through the latest learning and development insights, trends, and technology.

Blog

petrol_green

Have you caught the latest episode of L&D in 20? Don't miss an episode. Subscribe now!