The Coffee Club is a coffeehouse style cafe chain. Originally created in 1989 as a place to get “an excellent coffee”, the concept now includes cafébar/restaurant stores with expanded menus and full table service.
Whilst training their staff on their standard of customer service, The Coffee Club were finding it difficult to deliver an impactful message that would retain learners attention. Their existing methodology was training staff using online powerpoint slides which were found to be one dimensional and monotonous.
Olive Media teamed up with The Coffee Club to produce an online customer service course for the purposes of training all staff. The course included four interactive modules which included scenario based instances. This scenario based training allowed The Coffee Club to display best practice when it came to excellent customer service and service recovery.
The online customer service course produced by Olive Media transformed The Coffee Clubs traditional “death by powerpoint” training to a highly interactive and well-structured solution. This development improved learners retention significantly. The Coffee Club found that staff responded with enthusiasm and measured the success of the online course by the improvement in customer service in their cafes.