In this automotive elearning project, we developed scenario based learning content for soft skills training courses at Mercedes-Benz dealers. Improving customer experience when communicating remotely / at a distance.
Our project with Mercedes-Benz was focused on helping their teams to build and maintain customer relationships in retailers and commercial dealers.
We created engaging, scenario-based learning to help them improve their sales and customer service training.
They were looking for a solution to reflect a new, non-corporate style, less theory-based training and more actionable advice, and an interactive environment for practising customer service skills.
It is a predominately soft skills course designed to improve how frontline sales staff communicate with new and existing customers.
The Mercedes-Benz L&D team were keen to move away from dry training materials to something more engaging, and really bought into our Learning by Doing approach.
Through close collaboration with the client, we developed activities that got learners engaged, including simulated phone conversations and branching scenarios.
The training focuses on how they can personalise customer experiences when communicating at a distance, such as via email or phone. Learners could witness the effect of their actions by experimenting with different customer responses in a safe learning environment.
An interactive practice environment includes gamification elements, such as an engaging ‘Satisfaction-o-meter‘.
Our approach to this automotive eLearning course design was to develop scenario based content that makes the training as true as possible to what happens in the real world.
Isometric characters, cars and showrooms provided a realistic yet playful take on the sometimes-overly corporate and distant material.
“It’s working beautifully… It’s been an absolute pleasure working with you on this – thank you so much for all you have done, and the way in which you and Day One do it – brilliant!!”
Learning & Development Business Partner – Passenger Car & Corporate
Mercedes-Benz Financial Services
Whatever your elearning content or learning platform needs, the Day One team can deliver on them with a bespoke solution.
Want to learn more? Contact us for an informal discussion about your needs.
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