Challenge
Effective listening can be difficult in partner and customer service roles due to competition, performance pressures, and time constraints. To offset these distractions, the client, a major software development company, was adopting a back-to-basics approach to selling that would enable employees to practice fundamental listening skills and better understand their customers and partners. The solution needed to change listening mindsets, behaviors, and habits to accelerate transaction speed, boost close rates, and increase deal sizes.
Solution
GP Strategies designed a learning video series demonstrating how insightful listening can help employees build rapport, trust, and understanding with their clients, ultimately leading them to become trusted advisors for their customers. The course content is customized to ensure that the learning is relevant to each participant’s specific duties and responsibilities within the organization.
In the videos, four unique characters are transported inside a video game console where they must improve their listening skills to escape. The dialogue and scenarios were based on actual employee experiences to make the video as relatable as possible. The videos use humor, graphics, and music to engage the audience and support key points.
The team also incorporated interactive activities into the course that reinforce the behaviors and skills being taught and tailored simulations that allow learners to apply the knowledge in a controlled, risk-free environment.
Results
- +40,000 course completions
- 4,000 course completions from employees who were not part of the course’s target audience
- Net user satisfaction (NSAT) score of 157, exceeding the goal of 150
This was one of the best trainings I’ve attended. It will absolutely result in greater effectiveness in my business communications, and my building of professional and personal relationships. Listening is so important, and putting one’s own agenda completely aside to really hear the other person is quite powerful. Thank you for this session!
This program has been honored with a 2024 HCM Excellence Award by the Brandon Hall Group: Gold Award for Best Use of Video Learning.
