With jobs being more sedentary now than ever before, are your employees really comfortable?

It’s easy to forget that your employees will spend the majority of their day at their desks and staring at a screen. While many people are used to this now, it’s important to realize that this can have a bad effect on your comfort and long-term health.

As an employer, you’ve got the responsibility to provide a safe and proper workspace for every one of your employees. This includes offering protection from injury, as well as helping to prevent health problems where you can.

This is where the design of your work environment is actually very important. There’s a reason why employers are spending more and more time updating the office with new desks, chairs and computer monitors.

So, you might be thinking, what’s a chair got to do with doing my job properly? Well, you’ll find that it can make all the difference to your employee’s workplace experience.

Office ergonomics actually plays a big role in increasing productivity with your staff. You’d be surprised just how rewarding it can be to invest a little time into the right office furniture, such as chairs and desks.

You may think that your levels of concentration and productivity are all in the mind. But, actually, if you’re physically comfortable, this lets you become more focused and productive too.

Ever noticed that when you slump over your laptop, you get an aching back and neck at the end of the day? This is because your body is uncomfortable in this position and often this will distract you from the work that you’re doing.

With the wrong office furniture, your staff can be more at risk of repetitive strain injury and musculoskeletal injuries. In fact, problems such as carpal tunnel syndrome can leave your employees unable to carry out their work properly.

Millennial workers who are now taking over the workforce appreciate proper office ergonomics more than ever before. It leads to not only increased productivity but also employee satisfaction. Plus, it’s going to reduce your costs later down the line when it comes to injury and employee absence.

Of course, it’s not just the workspace and environment that you’ve got to work on. There’s things that employees can do too to make sure they avoid preventable injuries and pain that’s going to upset their comfort and productivity.

The problem is that most employees don’t know what they can do to making their work experience better. So, this is where online learning comes into play!

Office ergonomics is not all about investing in new office furniture – it’s also about teaching employees how they can use their office space to their advantage and make their work experience more enjoyable on a day-to-day basis.

With online learning, employees can find out ways that they can prevent injuries that are common in sedentary jobs. When they know how to identify the hazards to their health, they can find ways to avoid them.

In addition, there’s no point in having advanced technology and furniture if your employees don’t know how to use it properly. So, with online learning, your employees can find out what equipment they should be using, how they should use it and ways to arrange their workspace.

Of course, online learning will also reinforce how important office ergonomics are in the workplace and that it should be taken seriously to reduce fatigue, feel less irritable and agitated, as well as become more efficient and perform better at daily tasks.

Let’s face it, training has become pretty boring and generic in recent years. There’s a lot of focus on training weeks and attending different events that the fun has been sucked out of it. After all, employees want to learn.

This means that training shouldn’t just be something that you’ve got to complete and can’t wait for it to be over. It should be something that everyone looks forward to. We all know that we perform better and retain more information when we do something that we enjoy.

So, that’s where online learning comes into play. Now you can make your training on office ergonomics fun again. There’s hundreds of e-learning courses that are available and they use a variety of media to engage your employees and teach them all about office ergonomics.

From presentations and quizzes to gaming and videos, there’s a way for everyone to learn effectively. What’s also great about online materials is that they can be accessed from anywhere at any time.

This means that you don’t have to set aside time for training that upsets normal running of business – employees can learn in their own time and in an environment that suits them. Whether this is traveling on the bus to work or sitting at home on the couch in the evening.

And don’t worry, you’ll be able to track all of their scores and see who is completing training. This means that you can keep up with who is using office ergonomics to their advantage and who could do with a push in the right direction!

So, is it about time that you invested in office ergonomics? Well, the first place to start is by teaching your employees all about its advantages and things they can do to make sure their working experience is the best it can be.

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How office ergonomics increases employee productivity

Did you know that 73 percent of people value their customer experience as the most important factor when they’re buying a product or service?

People no longer just look at the price tag when they want to buy something…customers are now looking for much more than just a cheap deal. They want a good experience and service too.

Customers want to build a bond with your brand and know that you care before they’re going to buy from you again in the future. This means it’s time to concentrate on customer service.

So, what’s this statistic got to do with airline aviation? Well, everything. Think about it: your cabin crew needs to be good at customer service in order to make passengers comfortable and happy. It’s your crew that ensures that everyone has a pleasant flight and one that makes sure people use your airline again.

While there are lots of perks to the job of being part of the cabin crew, there are also a lot of vital skills that you need to have in order to do your job properly. After all, the cabin crew is truly the face of your airline and brand.

What we mean by this is that it’s not enough just to offer your employees perks and an annual wage. You’ve also got to invest in training and improving these vital skills.

So, what are the vital skills? Well, it all starts with good customer service and communication skills. First and foremost, the cabin crew are responsible for the comfort and safety of all the passengers on the plane, whether that’s welcoming them on board or serving drinks.

That one reason is why it’s so important that customer service skills are constantly evaluated in the aviation industry – it’s absolutely vital to the health of the company. Of course, good customer service is more than just communicating – your crew needs to be good at listening and understanding passenger’s needs as well.

Customers are going to have different requests compared to other industries that require customer service. For examples people may become ill or be anxious about flying, meaning your crew might need to administer first aid.

Plus, your cabin crew always needs to demonstrate emergency and safety procedures, right? If there is an emergency on board, for example, your crew is going to be in charge of making sure people exit the aircraft safely. This is one place where leadership skills come into play as well.

So, how can you make sure that your cabin crew is the best in the industry – and thereby ensure that your customers have the best experience with your aviation brand? Well, all this requires is some hard work and training.

When you work in the airline aviation industry, a major problem will be consistency with your employee training. After all, your cabin crew will be all around the world at different times of the year and it’s impossible to get everyone into the same location at the same time.

Plus, let’s not forget that you have a busy airline to run and you’ve got to make sure that your passengers are taken to places across the globe without any disruption along the way.

Well, there’s a great solution that will solve all your problems and enhance your employee training problem at the same time: and that’s e-learning courses. This online training strategy means your material can be accessed anytime and anywhere, so you can make sure your cabin crew is able to improve their customer service and leadership skills whenever you need them to.

It doesn’t matter where in the world your cabin crew may be, whether they’re in a hotel in Dubai or on a plane flying over the Atlantic Ocean, they’ll be able to use e-learning courses for training. All they need is their own device and they can access a wealth of courses that will improve their skills.

E-learning courses use a variety of engaging media to help your employees learn. This includes funny animated videos and presentations to interactive games and quizzes – it’ safe to say that learning has never been so fun!

Plus, your cabin crew can learn at their own pace and in an environment that they feel most comfortable learning in. You can track their progress from afar so that you’re always up-to-date with how your cabin crew are progressing and provide extra help to those employees that need it.

So, why not check out all of the airline aviation courses that are available today? There’s no better time than now to improve your customer service and let your employees perform better on a day-to-day basis.

After all, there’s a lot of competition when it comes to airline providers, so you want to make sure that you’re better than your competitors and offer a superior experience to your customers so that your brand is the one they always stay loyal to!

Improving the airline industry with online learning

The Go1 team are please to announce the release of the following capability in May 2018, including our new Zapier integration, updates to learner video uploads, course due dates, and content provider dashboards.

Please remember if you have an suggestions for improvements or new features, please email them to product@go1.com

For this integration to work, it will require the portal Admin to register for a Zapier account if they don't already have one. Within the Go1 portal, admins will be able to navigate to the Integrations area within their portal, this will show all the applications with which they can integrate, one of which will be Zapier. By selecting Zapier, you will see an Overview tab and a Zaps tab - within the Zaps, the portal admin can select to "Use this Zap" from the available default list. To commence an integration, the Zapier site will launch and the admin will log into their account.

Functionality to note: you will be able to Enable/disable the function for the Zapier integration by switching it on/off within the Integration page (it is enabled by default) . The first time you use of this integration, you will need to generate an API key, within theSettings page > Zaps Integration. This API key will be used to connect your portal when using the Go1 application in zapier.com.

The zap's available will enable to complete a number of actions within the portal, including:


Update the status of an existing enrollment

Also you will be able to use Go1 and Zapier together to complete an action on several of the most common external applications our customers are using, based on a trigger completed within your portal, these include:

Google Sheets, MailChimp, Sendgrid and WebMerge

A key feature requested by customers is the ability to alter the default course completion certificate. Your Go1 portal now can be integrated with Webmerge via Zapier for the purposes of generating certificates with a custom format and content.

If using the custom certificate Zap template, select Course or Module completion as the condition for this trigger within your portal. You will see an action to Link Zapier with your WebMerge account (you will need to use an API key). The first action is to select you account and the document  and specify the values to input into fields on the document. Then all you have to do is attach the chosen certificate to the relevant enrolment record from step 1 and select your portal. This custom certificate will now also be accessible by Learners under the completion history > for the relevant course.

As part of our ongoing improvements, we have added the ability for Learners to now upload a video response to an assignment.

In response to customer feedback, Course Due Date improvements have been made.

Due dates are now visible once the conditions of the completion rule have been met, meaning that:

Learning Item and Module due dates that are based on course enrolment are visible as soon as the user has enrolled in the course, even if they haven’t yet commenced that module or learning item

Learning Item due dates that are based on Parent (module) enrolment are visible as soon as the user has commenced that module, even if they haven’t yet started that specific learning item

Now both the days ahead/behind value and the due date display, providing greater clarity to learners on their upcoming and overdue dates.

Modules now only display due dates if that specific module has an exact due date or completion rule attached to it, whereas previously modules would display the course due date if none was defined on the module.

The Days ahead/behind value no longer shows once a learning item is passed as the information is only relevant to learners

The Content Provider Dashboard has been added as a new field within Portal Settings > Configuration. This display is disabled by default, so for you to see Content Provider Dashboard in the overview page and payments tab, you must enable that setting.

Within the new Payments report tab, the name of the Learning Resource or Course that has been purchased has been s added as an optional column for the report with the label "Title". The column will appear when the user selects Title under the Configure button.  The Learning Resource/Course name goes by the label "Title" in line with the logic used on the Enrolments report, as "Name" could be confused with the purchaser's name.

And to wrap up the month, if you haven't seen it yet, we have updated GO1's Privacy Policy and Terms of Service. Since this release in late May, all users of GO1, will see a one-time notification in their portal, which they will need to accept to be able to continue using their portal.



Resolved an error that stopped users from enrolling in specific courses.

An issue was resolved that caused locations to not be shown in reports.

An issue with users not being able to change their primary email address was resolved.

Fixed an issue with external share links not leading to the correct pay and enrol page.

Resolved an issue that stopped select awards from loading.

An issue was resolved that stopped the opening of a handful of learning items.

Resolved an issue where videos played audio only, no visuals.

Fixed an issue where an Award would be manually updated to a completed status, but would not show the completed status to the user.

Sign up for a free trial today and try it out for yourself!

If you have any questions about any of the updates and improvements listed above, please let us know

Go1 is delighted to announce our partnership with 5 Star Rated HRDF Training Provider, GKK Consultants that will see GKK content made available in the Go1 marketplace

GKK was founded in 2011, with initial focus on implementing ITIL for corporates and organisations. Over time, GKK has expanded to training, consultancy and software services. GKK has always evolved and understood the need to continuously adapt, particularly with technological changes in the digital space.

Over the years, GKK identified that there is a significant need in the market, however many working class could not afford to take up certifications courses. Bringing a positive change to the scenario, GKK strive to make certification training affordable, practical and industry-related.

With this partnership, GKK are publishing their courses in Go1’s marketplace. This means there is a great opportunity to implement and undertake a ‘blended’ learning approach for certification training of the following courses:

When asked about adding their content to the Go1 Marketplace, GKK founder, Gajen Balasingham noted, “Go1 is easy to use, and they make it easier to deliver training. I admire the concept of how Go1 work with their partners and content providers. Go1 has strong international presence and growing, and when compared to others, Go1 is much more vibrant, energetic and fresh”.

“Ultimately, we see a great opportunity in this space and this collaboration would make it even more possible to provide certification training where knowledge is affordable, practical and accessible.” Gajen on the GKK and Go1 partnership.

View the full range of GKK content below:

Access GKK content in the Go1 Marketplace today, or contact us for more information.

GKK Consultants Training now available through Go1

Did you know that around $1 trillion to $2 trillion is wrapped up in money laundering schemes every year?

There’s no doubt that money laundering is becoming a serious global problem. This massive amount of illegal money floating “beneath the surface” is the reason why the laws and regulations have become more strict than they’ve ever been before.

While there have also been advances in technology that look to increase business security and to stop money laundering from happening, this doesn’t mean your organization is completely safe.

There is still work to be done to protect your company.

In fact, there are new strategies for money laundering created all the time, some much more complex that we realize. This means that there is a constant evolving threat to your organization.

This is why anti-money laundering education has become an essential part of employee training. Getting your employees up to speed on the latest regulations and how to spot money laundering is going to be the most effective way to protect your company and its assets from illegal activity.

Your employees will always be your eyes and ears on the ground when it comes to money laundering. In addition, their role will involve complying with all the laws and regulations to keep your business in line with the latest developments every day.

This means you’ve got to pay attention to anti-money laundering training for your company today – not tomorrow.

Of course, nobody wants money laundering or illegal activities happening within their business. After all, there’s more at risk than just lost revenue. You face losing your good reputation with the public and in your industry.

New customers and existing ones aren’t going to use your business since news spreads like wildfire when you’re involved with money laundering. Even if it’s an employee you don’t know about, you’re going to be taking the blame for it.

In addition, if you aren’t compliant with the laws and regulations that are in place to prevent money laundering then you face heavy sanctions and large penalties. This is more than just bad press – this can be thousands of dollars in fines.

For example, recently a casino that violated money laundering regulations was fined a massive $75 million. Can you afford to shoulder that kind of financial burden? More importantly, do you want to pay that kind of money when you don’t have to?

Anti-money laundering education is undoubtedly a priority for many organizations, especially companies in the financial and legal industries. This is where online learning can help you and enhance employee training.

The only way that employees are going to learn how to prevent and detect money laundering activities is through learning about the legal controls and regulations that are in place that they’ve got to follow.

Online learning is going to provide your employees with a platform they can access 24/7 to read about anti-money laundering and make sure they follow that practice in their everyday roles and duties.

Plus, e-learning courses can be accessed anywhere and at any time. This means that you don’t have to set aside a week for training like you used to.

Online learning can be accessed on personal devices and used anywhere in the world. Whether your employee is on vacation or riding the bus to work, it’s there for them to revise and learn when they want to. This freedom promotes learning and doesn’t force it.

But, e-learning courses do more than just explain the laws and regulations to be followed. They also encourage employees to be responsible in their position, as well as vigilant and when it comes to their actions and the actions of others around them.

When you’re more aware of the rules this means you will be able to suspect and identify money-laundering easier and faster. This can avoid the serious consequences that result from compliance breaches, as well as money laundering.

So, how can you make sure that your anti-money laundering training is effective? Well, it all starts by making training mandatory for all your employees. In one way or another, everyone can detect or report money laundering activities, so use this to your advantage.

Another important factor is making sure that your anti-money laundering training is up-to-date. There’s no point learning about the law 20 years ago when things have changed since then. New strategies for money laundering are being used all the time, so it’s crucial that training is relevant.

Last but not least, you’ve got to make sure that the training that you’re offering your employees is engaging and interesting. After all, we all learn better when we enjoy what we’re learning about.

One of the best ways for employees to learn is by using online materials. There are lots of e-learning courses that specialize in anti-money laundering training, which means you’ve got on-demand materials right at your fingertips.

It makes sure that all of the content is kept up-to-date and in line with the laws and regulations in place, as well as using engaging media to keep your employees engaged and interested in the content.

Your employees can use cartoon and funny videos to learn their duties, as well as work on quizzes to test their knowledge and even play games to learn more about anti-money laundering methods. Finally, training can be fun and effective again!

So, it’s never too late to start training employees on anti-money laundering techniques. This is a serious problem that’s not going away, which means that you’re better taking action sooner, rather than later.

Why anti-money laundering education is an essential part of training

There’s always an expectation of good teamwork in the office – but are your employees really working together?

There’s a lot of stress put on attaining the right education and experience for a job. But one of the most important traits you can possess is an aptitude for teamwork and having the ability to interact and collaborate with other people in the workplace.

So, why is team performance that important? Well, it doesn’t matter how intelligent you are or how talented you may be, you still need a team of hard-working employees to make success happen for you.

For example, Richard Branson has the creative mind needed for amazing ideas, but it’s the teamwork practised by his dedicated employees that helps him keep his massive brand a success.

Teamwork allows for employees to come together to apply their mix of skills to a situation, which is why two heads are always better than one. This means the team can solve problems easier than they would on their own and generate new ideas that can progress and develop into something bigger.

In addition, employees can receive the support they need from their fellow colleagues, as well as learn from each other in the process. Communication is a great thing and something you need in the office – teamwork is a way to enhance this communication.

On a personal level, teamwork is a way for new employees to bond and make friends with their new office colleagues. They can come together and share their opinions and, in the process, enjoy conversations with the people they work with. We all know that happy employees are more productive employees.

Of course, there’s a big difference between a group of people working alongside each other and a team that works with each other. A team should depend on each other and not have their own agenda – they should work together to achieve a common goal.

So, how can you make sure there is effective team performance in your business? Well, you’ve got to monitor it carefully. The importance of teamwork can’t be underestimated and the only way to know it’s working is by testing your employees.

Let’s be real here. Not every team and group of individuals is going to work well together. Certainly, not without some help. So, you’ve got to see what’s happening first before you can provide the help and direction that everybody needs.

After all, the growth and success of your business is dependent on the effective teamwork of your employees.

So, you want to monitor your team performance, but you don’t know how to do this? Well, you don’t want to seem like you’re spying on your employees and end up causing disruption in their brainstorming and meetings.

But, the great thing is you don’t have to upset the status quo. Instead, there are effective ways you can monitor team performance without interfering with everyday business. It all starts with the simple method of employee training.

Just like any other skill, effective teamwork can be learned by employees over time, with a mix of education and practical scenarios. You’ve just got to provide them with the training materials that they need to get started.

So, this is where online learning comes into play. There are lots of e-learning courses out there that specialize in teamwork and focus on building your team up.

The great thing about these e-learning courses is that they can be accessed on your employee’s own device and completed at a time when they learn best. This allows for maximum engagement and better learning all about teamwork.

Plus, e-learning courses are a lot more interesting than traditional forms of training. They use bright colors and funny videos to grab the attention of the audience, as well as use fun games and testing quizzes to keep employees on the ball.

What employee is going to say no to learning and playing games?

You might be thinking - how can I effectively monitor team performance when I’ve left my employees to their own devices?

Well, employees may be able to complete the e-learning courses whenever and wherever they like, but the results that they achieve aren’t kept a secret.

The best way you can monitor team performance is by keeping up-to-date with their scores and who is completing what training. E-learning courses provide you with tools where you can monitor all of this information for every one of your employees at the touch of a button.

It’s not like traditional methods of training where you go around different groups and observe. At the end of the day, employees know you’re there, which means they aren’t showing their true colors and how they actually work together every day in the office.

But, with online learning, you’ve got to know your stuff and this means you can see everyone’s capabilities and weaknesses so everyone can move forward and progress together.

This means that if someone hasn’t completed their teamwork training, you’ll be able to chase them up about it. Plus, if someone has performed well and knows their stuff, you can have faith that they’re a good team worker for your business.

So, what are you waiting for? You can make sure your employees are effectively performing as a team with the help of online learning. The monitoring tools open to you allow you to see authentic results on everyone’s capabilities and see who is doing well and who needs some extra help along the way.

How to monitor team performance through training

Next month, Go1 is hosting WomenHack’s Brisbane event, and we’re very proud to be involved in such a great initiative.

WomenHack is a community that aims to empower women in tech by facilitating access and transparency in the industry. The global initiative aims at bridging the IT gender gap and giving women additional opportunities to succeed in tech.

At Go1, we believe it’s important to empower women working in traditionally male-dominated industries, such as the tech and startup industries.

In both of these areas, there has long been an imbalance of gender, with the number of male employees outweighing women. Like the founders of WomenHack, we believe tech companies must take positive action to address this gender imbalance.

That’s why we’re so pleased to be working with WomenHack to host this event – and encourage you to get involved!

The WomenHack events are invite-only recruiting events, focused on connecting top female software engineers, UI/UX designers, and product managers with opportunities at tech companies around the world.

Attendees can expect to meet up to twenty companies in two hours, through rapid five-minute interviews in a pressure-free, fun environment. This way, you’ll get the chance to meet with the top tech companies in your city – but more importantly, the top tech companies that believe in diversity and are committed to advancing women in the workplace.

Host and sponsors will also present five-minute keynotes at the beginning of the event, to address the women in tech community and share more about their gender diversity initiatives and efforts as an organisation.

Fiona Lau, WomenHack’s Manager of Strategic Partnerships & Global Growth, says that women in tech, itself, is a pretty niche market – so the organisation tends to invite a good mix of candidates with varied backgrounds.

“We target mid-career women in tech who are developers, product managers, and UI/UX designers with at least an average of three to six years of experience. We definitely do see some women in tech in different specialisations, from testers to security to marketing/sales as well as junior talents … since we're in the business of enabling women in tech and giving them access to opportunities, we try to be as open and accessible to all.”

The WomenHack Brisbane event is taking place on Tuesday June 19th, from 7:00pm to 9:30pm.

As WomenHack says, whether you are actively looking for your next challenge, or are curious about the hiring landscape, attending these events can help you gain an understanding of the market dynamics and see which companies will fit your requirements and support the growth of your career.

If you’re an employer, register for WomenHack here.

If you’re a job seeker or attendee, register for WomenHack here.

Use the promotional code "ALLACCESS" for discounted tickets!

Top performers expect a lot from themselves. They’re highly driven people and they bring these qualities to the workplace and help companies achieve successful outcomes. Because top performers are such valuable assets, managers and leaders must keep them challenged to keep them engaged.

In the Skillsoft course “Keeping Your Top Performers Challenged” you’ll learn how to identify your top performers, keep them engaged and challenged by providing the right environment, leadership and communication.

For some staff, a gold star or certificate is enough, but for a top performer, gold star recognition isn’t enough. Top performers have a strong sense of ownership and want to be given a goal and have the freedom to run with it. They’re able to work on their own initiative and have the freedom to run with it.

If a Top Performer is one of your direct reports, you need to identify and manage the following accordingly:

Make sure that they’re tasks closely match the company’s strategy and mission

They’re results driven, so you need clear guidelines and KPI’s

They’re strong performers ready to go above and beyond to exceed expectations

They’re creative problem solvers who respond well to change

They take their work seriously, do quality work and get it done on time

They prefer direct communication because they thrive on efficiency

Top performers inspire their peers and are your companies’ main assets. They raise the bar for the rest of the team, because when they’re empowered and on board and aren’t just about their own personal gain. They want to get the job done and done well – even if an incentive is removed because to them, it’s for the good of the organisation.

But keeping the passion of a top performer alive in your organisation is critical. If you become distracted, all that great performance and energy from them will fade away or worse you’ll lose them to new challenges elsewhere. Top performers need to feel part of an engaged organisation, as nothing effects their motivation like their push for positive change is not being heard.

Not all disengaged top performers walk out the door, sometimes something worse happens… they stick around and settle for mediocracy.

So how do you create the best environment for top performers?

Top performers bring a lot to an organisation. The bar is set higher for them and they expect more from themselves. They also expect more from their workplace.

Top performers need to be more satisfied with their jobs than others, so building a workplace that keeps top performers engaged in a no brainer, so how do you do that?

Support their hard work and help them create opportunities to develop

Create a performance centred workplace also gives top performers the opportunity to expand their roles through delegation or letting them shadow large projects so they can expand their skills and knowledge

And allow them to partner with top executives, customers or partners to allow them to be their best selves

So how do you engage them as well as your entire workforce?

Trust them and give them ownership to run with their projects but be available and supportive when they seek your assistance

Address poor performance across your team, they will work harder than anyone, but expect the same from their co-workers and management

Delegate work to them, it gives them pride and shows respect and empowers them to be their best

They react positively to managers who show respect. So be supportive, and empowering with no empty promises

They are their biggest critics and are constantly evaluating themselves, so give them regular constructive feedback so they continue to grow and provide the most value for the organisation.

How to keep your top performers challenged

There’s no doubt that customer service is still one of the most important factors when it comes to any business.

Customer service teams aren’t just responsible for sales – they also need to know how to complete returns, carry out special orders, respond to product enquiries, handle customer complaints, and build long-term customer loyalty.

The way in which your employees interact with customers during these experiences will have a positive or negative effect on your company’s reputation, success and longevity.

If you want to improve the way your employees are interacting with customers, you’ll need to provide them with the right learning and development opportunities and resources. These days, online training is one of the best ways to do that.

Here’s what you need to know about using online training for your customer service team.

The power of positive customer interactions 

One of the most important aspects of good customer service is knowing how to build good rapport with your customers.

Rapport is that sense of feeling when two or more people are on the same wavelength or page. They feel ‘in synch’ with each other and are likely to have a good understanding of where the other person is coming from.

When people have a solid rapport, communication and ideas are able to flow easily – in a customer service scenario, this means you’re showing each customer that you’re interested in finding the best solution for them and meeting their individual needs.

In contrast, poor rapport with your customers will create a negative experience overall. Customers will feel disconnected, misunderstood, and likely to look elsewhere. Negative customer service experiences can very quickly lead to a bad reputation by word of mouth or online reviews.

When customers have a positive experience, with a good rapport, you can expect higher customer loyalty, better sales figures, and greater success.

Using online training for customer service 

Online training is a great way to improve your customer service skills.

Through online courses and learning materials, customer service staff can learn all aspects of customer service training,

Well-known eLearning expert Christopher Pappas advises using the following learning tools and resources to develop an effective online customer service training program.

Simulations to help improve customer service staff’s active listening skills. Simulations also provide staff with a good opportunity to try out the exact tools, resources, and equipment they’ll be using on a daily basis in the work environment.

eLearning videos are great for demonstrating the difference between good and bad customer service scenarios. They can contrast and compare the two online training scenarios and identify correct performance behaviours.

Branching scenarios where employees can engage with virtual customers in a supportive online training environment, with choices leading to positive or negative outcomes. Through images, dialogue, and choices, staff can try out different problem-solving approaches to overcome common customer service challenges.

Incorporating these three online tools into your customer service training program will greatly enhance your employees’ learning experience.

eLearning courses for customer service staff

Ready to get your customer service teams involved in online training?

You may like to check out this article, where we’ve handpicked five of the best eLearning courses for customer service. Through these short, interactive online courses, you’ll learn how to listen to customers, form positive connections, build customer loyalty, improve your telephone technique, and handle complaints.

There’s no doubt that customer service is still one of the most important factors when it comes to any business. Here’s what you need to know about using online training for your customer service team.