Radisson Hotels
Revolutionising Customer Service Training with Interactive Video
Revolutionising Customer Service Training with Interactive Video
- Interactive Online Learning
- Improved Customer Experience
- Professional Development
Case Study: Enhancing Customer Service Training Engagement for Radisson Hotels
A core component of Radisson’s hotels global reputation is in its commitment to deliver an exceptional customer service to elevate their customer service training programme Radisson wanted a fresh engaging approach to better connect with employees and improve training effectiveness.
Fluent Media produce content for various hotel groups often featuring real employees fostering relatability and authenticity in learning experiences.
CHALLENGE
Increasing Engagement and Retention in Customer Service Training
Radisson sought to overcome the limitations of traditional training formats, aiming to:
- Increase employee engagement and information retention.
- Make customer service training more relatable by featuring real employees.
- Develop a scalable, interactive training series that could be integrated into Radisions onboarding and ongoing employee development program, easily accessible by employees across Radisson’s global portfolio of hotels.
APPROACH
Interactive Content Videos Featuring Real Employees
We made customer service training more relatable by featuring actual employees to enhance authenticity and engaging.
Each video presented common customer service situations, demonstrating best practice and problem-solving techniques.
The interactive training video series achieved impressive results, making a lasting impact on Radisson’s customer service program.
The videos improved retention of information by up to 42% when compared to standard training formats, according to Radisson’s data.
RESULTS
Enhanced Training Effectiveness
Employees spent significantly more time with the interactive videos, engaging up to five times longer than with traditional training content, encouraging deeper understanding.
Employees were better able to recall customer service protocols and apply them in real-world situations, improving overall service consistency across Radisson properties.
Using real employees and crafting relatable scenarios meant that staff across all levels of the organisation resonated with the content. The series provided Radisson with a consistent approach to customer service training.
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CONTACT
- Fluent Media Ltd
- Company number: 16201773
- 128 City Road
- London
- EC1V 2NX
- Contact@fluentmedia.co.uk