With the existing Coronavirus outbreak, preschool operators are cautious not to expose their staff to mass training sessions. Mindful not to disrupt training, KLCII goes 100% digital for a programme designed for Customer Service Officers (CSO), conducted on 20 February 2020!

Some 40 CSOs from four preschools and an international school under the Crestar Education Group participated in an interactive two-hour live online seminar “You Can Be A Brand Champion”. The virtual learning setup enabled the CSOs to learn online from their respective workplaces located around the island.

Customer Service Officers tuning in to our live seminar at their respective centres

Customer Service Officers tuning in to our live seminar at their respective centres

KLCII has appointed EduPlay to deliver the above mentioned programme which aims to empower participants to be brand ambassadors for their schools and deliver differentiated service that connects and win customers in a tangible way.

Participants were provided with customized bite-size e-learning content three days before the live seminar. The prior e-learning activities helped to deliver information nuggets to participants in an easy and engaging manner.

Prior e-learning activities that can be accessed easily anytime, anywhere on mobile

Prior e-learning activities that can be accessed easily anytime, anywhere on mobile

A 120-minute live online seminar was conducted by two facilitators from EduPlay. The synchronous learning included virtual instruction, discussions and role-play dialogues. Feedback from CSOs was positive as they felt encouraged by the programme. CSOs also mentioned that the content was interesting, and they felt more confident to go the extra mile to deliver a personalized customer experience at work.

The programme covered areas such as branding elements, brand as a ‘person’ and creating a branded experience through personalization and the five senses

The programme covered areas such as branding elements, brand as a ‘person’ and creating a branded experience through personalization and the five senses

Participants posing for an e-group photo at the end of the session

Participants posing for an e-group photo at the end of the session

To wrap up the learning, an online pop-quiz was carried out after the live online seminar. The quiz helped to reinforce participants’ learning through recall questions and reflections. The learning outcomes include participants’ understanding of the importance of branding elements, insights gained on how service touchpoints can be an extension of the brand and how everyone can be a brand champion.