Sometimes it is difficult to encourage employees to try out a new service approach directly with customers due to a fear of failure and low levels of confidence. So, our client devised some great on line modules where employees could practice without the fear of failure. However, not enough employees were using this tool and the challenge was to design some imagery to post in the team rooms to encourage them to have a go.
With the user profile in mind we created a range of materials focusing on striking imagery and a different style of messaging to enhance the ‘call to action’ of trying the new service approach without fear of failure. The initiative stimulated a sharp increase in employees logging on to their training modules, practicing and then completing assessments. Subsequently evidence became available of higher levels of confidence when engaging with customers.