Area 6—Customer Service
The Professional Development area produced 26 different ideas! The other milestone is that everyone has made at least one contribution to the research data. That’s amazing brainstorming and collaboration. Thank you so much! You can see the first draft of the competency chart here.
On to the next competency area: Customer Service. Please consider the following question:
What Customer Service tasks do eLearning developers do?
Please post answers by Monday, January 21st. We’ll start the next area, Creativity, on Tuesday, January 22.
I include PM as part of the development team, so I can really only comment on that part of it:
– Stakeholder engagement, communication and management – making sure the client is kept updated on project status (through reports, meetings and emails), and that the project is meeting their original expectations.
– Project artifacts – The importance of project documents (lessons learned, risk register, project charter, closeout report, change requests, etc.) directly relates to client satisfaction on current and future projects.
Front line communication is such a big part of the job. From meetings to correspondence, there’s so many points of contact especially if the client is an SME or gatekeeper.
There’s also the continued illusion that they are the most important client. Sometimes my job seems like creating the impression that they are the only client.
I wish that the PM would take on more of those duties. Only we can identify the knowledge gaps though. It’s a fine balance.
*More of those front line communication duties
On occasion, they will be called upon to explain to a client how something functions or some possible treatment options or solutions for a problem. They should be able to explain technical or visual elements clearly in a way that helps the client envision the final product.
Another customer service task is going above and beyond what is asked for in the script, for example, catching typos that the IDs missed or coming up with a more effective way of presenting content.
In the visual mockup phase, this could mean taking the time to research the client and get a feel for their brand, visual identity, and even their core values (especially when they don’t have clear-cut style guidelines), in order to produce a design that really embodies the client.
– Organize information in an easily digestible way with the client in mind (Using words they understand)
– Find time to put that little bit of extra effort into the subtle details that make a project pop
– Learn your client, how they operate, and their usual expected responses. Use this information to cater to their needs and work closer with them.
1. eLearning Developers must be able to interpret a client’s desires for their eLearning. Often clients have no clue what the deliverable will look like, it’s the eLearning developers job to make their content vibrant with life and energy! Having a wow factor in an eLearning and giving them a memorable experience serves the customer greatly!
2. Often, eLearning developers are removed from direct conversation with a client. It’s the PM’s job to capture that information in Teamwork or Notes and convey that information to the developer. Excellent communication within the team to describe the client’s wishes is a great way to improve customer service.
3. Occasionally eLearning Developers can offer expertise and insight about an out-of-the-box idea for a project. It’s important to take the time to listen and help flesh out the idea. Having a developer with the ability to speak with confidence and conviction helps greatly to “sell” an awesome idea” to a client!