Training is good! But turn your customer teams into experts thanks to Social learning by helping them stay motivated, it's even better!
Every year, businesses spend significant budgets on training customer teams to become experts in their field. The aim is to upgrade the skills of people in direct contact with customers to continue to develop the business. However, faced with the complexity of the training programs to be implemented, with an ever greater demand for results from employees and the rapid adaptations that companies must face, traditional organizations and training systems have reached their limits. Discover How to train your customer teams using your LMS.
Social learning to involve all members of a team
The main defect of traditional training is that the sessions allow one or more skills to be acquired, sometimes unrelated to the real context and expectations of the participants, and that employees must then adapt their generic learning to their environments and missions.
With social learning, the sharing of knowledge and especially of experiences is at the heart of the learning process. In other words, a new recruit will be able to benefit from direct and constructive feedback from “expert” people who have been in place for many years within the organization. For their part, expert collaborators see their role evolve and take more of a mentoring position.
Social learning thus promotes a climate of mutual aid, the valuation of individuals and ultimately makes it possible to establish a productive working environment for employees, and for companies to continue to develop in their sector.
Becoming an expert with social learning and collaborative participation
Social learning is based on four major factors that will guarantee the success of the training program and allow an entire client team to pull in the same direction and help an organization reach its goals and thus become experts:
- Participants must observe and fully understand the meaning of the information disseminated;
- Participants should remember most of the points discussed;
- Participants should quickly apply what they have learned;
- Participants should remain motivated and involved throughout the training process.
To transform client teams into experts through social learning, it is essential to rely on the three principles of learning developed by the Canadian psychologist Albert Bandura :
- learning resulting from imitation through observation;
- learning stimulated by the observation of a model to which one is close;
- academic learning is forgotten more quickly, but theinformals stay longer.
Other studies, such as the Model 70-20-10, show that most of the information and knowledge acquired is acquired in what we say and do, that is, in the informal. The fundamental principle of social learning is from the start the interaction between the participants of the system and the mutual sharing of knowledge between them.
Develop agility within sales teams so that they become “experts”
For client teams to remain efficient over time and subsequently become experts, it is necessary to complement the social learning offer with challenges in “agile” mode. This can be done by designing an animation mechanism that capitalizes on the performances of the best but also of the collaborators who share the most in learner communities, while seeking to boost the results of less successful people. It will therefore be necessary to set up thresholds for triggering “tiered” rewards.
The interest of digital tools to improve the performance and collaboration of customer teams then lies in the fact of:
- Allow each collaborator to monitor their progress in relation to the assigned objectives;
- Give managers the opportunity to deploy learning tools, the aim of which will be to give individuals all the keys to improve.
Relaunch the machine at regular intervals, gamifying the challenge, determining new challenges, etc. By applying its advice, your customer teams will become real experts in their field.
