Game course "ECONIKA. Customers service standards for brand collection consultants"
Customer: Net of shoe casekits ECONIKA
Target audience: Net of shoe casekits ECONIKA personnel
The course objectives
- In an accessible way to introduce the standards of customer service applied in "ECONIKA" stores
- To acquaint the employees with the basic requirements for a consultant’s appearance, the rules of conduct in the shop, the procedures of the fitting and product presentation
- To develop skills of communication with indoor customers and by phone, to train how to respond to objections and doubts
As the basis for the course development, we used documents on the customer service standards, a presentation material with photos and description of different tasks for the learner and situational locations. Our specialists have implemented the training process in the form of exciting game concept.
Uniqueness of the course and its content
We managed a harmonious way to combine game component with extensive theoretical material that covers all the nuances of the consultant’s work. According to our script, while taking the course, the learner is in step with a virtual character during his two working days. Through the character's example, the user learns the rules of conduct in the shop, the procedure of fitting and product launches, as well as the requirements for the consultant’s appearance. During these two days, the trainee also learns how to make decisions, to find the way to carry a dialogue with the customer, to respond to the client’s objections and doubts, to give advices on the phone. So that the training process become easy, interesting and effective, we have created “smiles counter", as an additional motivational tool
Practical exercises included into the course
The course contains a large number of dialog situations, which are intended to form the consultant’s basic skill in carrying a correct dialogue with the client.
To make a training course for trainee as interesting and fascinating as a computer game we used personalization. We have attached a guide character - an experienced shop consultant - to assist the learner and to become his tutor during the course.
Our developers have made the interface intuitively comprehensive to the learner with the help of navigation, accessible any time. To motivate the trainee to learn the material, we have included "smiles counter" as a special tool that summarizes the smiles of customers, which the learner gets as he progresses successfully through the course.
We offer the learner to live two working days together with the virtual character from early morning until the bedtime.
Each interactive element reveals to the learner a piece of useful information.