CONTEXT

Hyundai Motor France (HMF) asked TAKOMA to design a Customer experience training program suited to a highly digitized buying journey. Providing a unique and smooth shopping experience has become essential, so HMF has made this a strategic development priority.

The requirements indicated that it would have to be a 100% distance training course, so TAKOMA recommended that it consist of virtual classrooms, e-learning, and tutorial videos. The format was designed for Sales Advisors but could also appeal to a wider audience such as Zone managers, Customer Service Advisors, or a Product Genius.

RESPONSE

Drawing upon its digital know how, TAKOMA designed a training course composed of several interlocking building blocks. Based on TAKOMA’s advice, the course opened with a webinar to raise awareness about the digitized customer experience.  Out of context examples unrelated to the automotive sector, the presence of an expert, and clearly defined concepts, helped to lay the foundations, whist maintaining interactivity throughout.

Adhering to a funnel shaped logic, the learners then completed e-learning modules (a core curriculum followed by a second module specific to sales/after-sales) that introduced them to the tools and processes that are the basis of Hyundai’s customer experience.

To complement these two building blocks, the virtual classes focused on further discussion about the customer experience’s operational aspects thanks to a format more conducive to dialogue. This provided an opportunity to highlight best practices and share them, to encourage emulation in a positive way.

And finally a series of 9 clickable ‘Memo’ lesson summary videos were made available in an accessible format, to conclude the journey.

Technology 

> LCMS – Articulate 360 Storyline