Monarch Airlines embed WorldHost course

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Any learning and development professional worth their salt will tell you the same thing.  It’s not what happens in the classroom or on the training day that’s important.  It’s what happens after.

Making training stick has long been the holy grail.  Studies have shown that embedding what was learnt in the classroom can improve learning outcomes by up to 80%.  However after the initial training investment the majority of business are reluctant to invest more in time and money in achieving this improvement.

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You do the math

It really is quite frightening because the math is so simple.  Invest £100 in training and get £20 worth in return.  It’s like spending £100 in the supermarket and leaving with £20 worth of shopping. Would you?   

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After the recession

We all know one of the first things to feel the cuts when times are tough is the training budget.  However recessions do not last for ever and we are now seeing more investment in training.

We all know one of the first things to feel the cuts when times are tough is the training budget.  However recessions do not last for ever and we are now seeing more investment in training.

The reason is simple as the economy recovers it will be the customer focused companies that will benefit.  Recessionary times meant that most businesses had to compete on price.  Now that’s changed.

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How much?

It’s a simple fact that no business can compete on price forever.  Take the discount retailers like Lidl.  No longer do these adverts focus on price they focus on quality.  It’s only a matter of time before the rest follow.

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Customer focussed

This is where the smart money is now.  Exceptional customer service.

Customer facing businesses are now investing more in training their staff to offer an outstanding level of  service and are embedding that learning.  A good example is Monarch Airlines.

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WorldHost

The WorldHost Principals of Customer Service course is accepted as the industry standard.  Recently Monarch Airlines became the world’s first airline to be awarded ‘WorldHost Recognised Business’ status.  In all, 1,690 of Monarch Airlines staff, including cabin crew, pilots, engineers and office staff have undertaken the intensive WorldHost customer service training programme and that learning is being embedded.

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Embedded learning what changed?

In a word technology.  Why send people for training when you can send the training to all staff no matter where in the world they might be?

Working with People1st we have produced the world’s first Principals of Customer Service embedded learning course that is now being rolled out to all Monarch Airline staff.

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Content and style.

Presented by a WorldHost trainer and a team of actors we took the WorldHost course and turned into bite sized chunks of learning that are delivered to staff no matter in the world they are monthly and in video.

Smart phones and tablets now mean that you can have a TV in your pocket and TV is one of the most powerful learning tools on the planet.  Just look at the rise of gardening and cookery programmes.  people like to learn new things and the preferred medium of choice is TV.

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Bottom Line

Embedded learning is now affordable, can improve learning out comes by up to 80% and set to be the way forward for any customer focused business.  Try the demo here (no sign up required)

The WorldHost Principals of customer service course can be tailored to any industry and is now available.  For more details contact us.

Contact us if you are

We have a very attractive reseller programme.  In short add our embedded learning course to your offer and we pay you up to 50% per student that signs up.  In a competitive market it will be who adds value that wins, that could be you.  Now really is the moment to make your training stick!

Training companie that provide WorldHost training

Freelance Trainer that provide WorldHost training

Business that has invested in WorldHost Training

Induction Package Launched

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A number of organisations do not provide induction training which means new employees are then left to pick up the information necessary to carry out their jobs effectively on their own or through asking, following or copying existing employees. This waste’s the organisation’s time and money and also doesn’t guarantee that the new employee will learn the “right” way of doing things.

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Benefits of induction programs are include increased retention of newly hired employees, improved employee moral and increased productivity, not to mention an increased sense of acceptance into the organisation by the new employee. A well designed employee induction program saves your money and time in the long run.

What we offer you.

We can build an online induction course specific to your company. We can add images and videos of your workplace and staff if required. Often basic training is required to fulfil health and safety obligations so we have included two of our courses in this pack.

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Basic Fire Awareness Course

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COSHH Training for Cleaning Operatives

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People that have experienced fire in the workplace and at home explain how it affected their personal life and business.  Retained and ex fire fighters give advice and demonstrations.  This is a video course so watch and learn the easy way.  Course duration about 25 minutes

  • The course is available to staff 24 / 7 on a PC Tablet or mobile phone.
  • The course is comprised of three modules each containing three units.
  • You can leave the course at anytime and return when convenient.
  • Assessment takes place after each unit
  • Upon success full completion your certificate will be avaiable for instant download
  • Special bonus.  Over the next twelve months you will receive three fire awareness refresher courses absolutely FREE.

The course covers:

  • The triangle of fire
  • Common causes of fire
  • How to raise the alarm
  • Evacuation procedures and assembly points
  • Calling the emergency services
  • Safety features within buildings
  • Choosing the right extinguisher
  • When not to use an extinguisher

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This is a video course so watch and learn the easy way. Course duration about 15 minutes

  • The course is available 24 / 7 on a PC Tablet or Mobile Phone.
  • The course is comprised of three units.
  • You can leave the course at any time and return when convenient.
  • Assessment takes place after each unit
  • Upon success full completion your certificate will be avaiable for instant download
  • Special bonus. Over the next twelve months you will receive three Basic COSHH Training for Cleaning Operatives refresher courses absolutely FREE.

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The course covers:

  • Labelling storing and transporting cleaning chemicals
  • The material data sheet and how to get one
  • Personal protective equipment and workwear
  • How to prevent injury and skin damage
  • Calling the emergency services
  • Basic first aid measures for cleaning chemicals

Plus our great out takes video!

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WorldHost embedded mobile learning course launched

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The WorldHost customer service course is now accepted as the industry standard when it comes to customer service training.  Just ask google

Read More about our embedded WorldHost Customer Service mobile learning course

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[icon icon=”info” size=”medium” style=”none” shape=”inherit”][/icon]Trainers educationalists and students have known for years

the importance of embedding what has been learnt to ensure maximum effect.   However it rarely if at all happens .

The reason is a simple one, time and money.  Booking locations, accommodation, travel time off work all add up.

In a perfect world customer service service professionals would return three or four times a year for a refresher course. Our solution is a simple one if service professionals can’t come for training we will send the training to them no matter where in the world they might be.

Take the tour at the M Learning Zone

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Embedded Learning

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[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]We live in a mobile world, just look around.  Already we have moved to a more mobile platform and the sale of PC’s is declining.  Putting information, education and training into the palm of someone’s hand is just common sense.  They can learn at a time and place that suits them in a fashion they are comfortable with.  If you agree with this statement try this train of thought on embedded learning.

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]We all know how traditional training and education is delivered.  It has benefits but also a lot of drawbacks.  The simplest example is as soon as the lesson ends the forgetting starts.  I recently saw some research that suggested that after three months 60% of what was learnt had been forgotten.  For a business that’s a huge waste of time and money.  For the student it’s a great shame.

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]This I can believe.  Did you watch the news or read a newspaper last week?  That’s a conscious decision you made to learn something about the world around you.  You invested time in doing it and maybe even some money.  How much of that can you remember today?    On the other hand think of a pastime you enjoy doing.  Chances are you are pretty good at it.  Why?  Because you embed what you have leant every time you do it.  You get better at it by repeating the process.

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[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]What I really like about this idea is the fact that for a business it means they don’t have to give staff time off work to continue training.  For the student it fits into their lifestyle, as in they can do this when and wherever they like at a time that suits them.  When you add evaluation to these refresher courses; it just makes common sense.

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]Its early days and we have more ideas we are implementing across all our training programmes that use a means of delivery that people are comfortable with to enhance and add to the original training.  I for one think these are very exciting times and the journey is only beginning.

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]If you would like to be part of our journey or would like to discuss your training requirements please drop me a line or leave a comment.

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[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]Enter the words “embedded learning”.  There are many descriptions as to what these two words mean but here is mine.  Would it make sense if after the original training course the student could receive refresher courses that reinforced what had been learnt?  Would it make sense if they could continue to learn after the original training session?  The ability to deliver that has already been outlined in the first paragraph of this article.

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]Take traditional training, stand up delivery.  For a period of time a group of people get to know a trainer.  If all goes well they build a relationship and enjoy the learning experience.  Now what if that trainer could be there for each and every student in a month’s time, three months, six months or a year later in the palm of their hand in video embedding what had been learnt?

[icon icon=”coffee” size=”small” style=”none” shape=”inherit” text_color=”#dd3333″][/icon]It makes sense to me.  So much so that you have to wonder why it is not the norm for all training companies?  Our courses come with embedded refresher courses that are presented by the original trainer, in video, right into the palm of a student’s hand.  A simple idea and an idea we think works really well.  It just makes sense which is why we include it with our courses

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Julian is highly effective and successful as a training & development executive. Experience has been developed through working at senior levels within a variety of large-scale and complex industries, including Hotels, Retail, Global Hospitality, Leisure, and Telecommunications.You can contact him through Coffee Cup Training

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Advertise your business or educate your customers you choose?

Last week we did a training course for a golf club. That’s right a golf club!

Not so much about training as raising awareness and just goes to show that training in a business environment can take many forms.  See how it all works and don’t miss the out takes video at the end. Please ReTweet Tweet

First a big thanks to Churston Golf Club, especially the manager Simon Bawden. It’s not every manager that would be brave enough to try something new. When times get tough two of the first budgets to be cut are often training and marketing. However that’s not a smart move. If revenue and membership is down, which it is for most clubs thanks to the recession, you can be certain that all other clubs are cutting back as well. It makes this a perfect moment to strike and take the advantage.3915648

Problem is what does a manger spend the few pounds he or she might have on? Newspaper readership has fallen off the edge of a cliff. Radio advertising is cost prohibitive for most and I have all the music I need on my mobile devices thank you. TV is still expensive and let’s be honest how many of us watch the TV for the adverts anyway?

So what’s the answer? You already know because you are a savvy consumer. If you are thinking of making a purchase, even a round of golf, at some point you will go online and research the item or service, compare prices and make a decision based on what you find. Why would you think others don’t do the same?

Your website is your club or businesses online shop window and the chances are that it looks just like most other shop windows and that’s a problem. The reason is simple if all the shops in the high street, well those that are left, looked just the same it makes choosing the one to go into difficult to pick. Moral of this is be brave and be different. Stand out in a crowd, but that’s a conversation for another time, back to the plot.

Successful marketing of any kind should first really know their customer then educate entertain and engage with them. Most golfers have a wicked sense of humour are keen to improve their game and Churston 3want to feel valued as a club member or player. There you have it know who they are then educate entertain and engage them.

The where is your website it’s your shop window the place regular players come for information and new players check you out. Get it right and it will lead to new members wanting to be part of your club, greater member retention and thus revenue. Include data capture as part of the package and you have a real winner.

Along with Simon we came up with the idea of a training course for a golf course. Most courses have a signature hole or three, the ones that golfers talk about. Churston Golf Club has three such holes. So we needed to show prospective players how great those holes really look, educate them on how to play them in an entertaining way that was engaging.

The result is a Churston Golf Course Guide. A series of three videos that give prospective players an insight, and some of the secrets of how to play those holes with an out takes video at the end made up of all the things that go wrong when you do this kind of thing in video. The data capture happened via players being required to register to view the guide.

So we ended up educating entertaining and engaging with prospective new visitors to the website and implementing data capture at the same time. We added a survey at the end so we also have customer feedback. We also used our Coffee Cup Training embedding learning solution to send those that had taken the course a video reminder one three and six months later where they were offered more of the same and a discount on a round of golf. Then we added the guide to every bit of print media the club had!

See how it all works

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M Learning Zone launched

Coffee Cup Training is pleased to announce the launch of the M Learning Zone.

Who is it for?M Learning Zone

Training companies and trainers that want to break into E and M learning in a simple affordable way.  To celebrate the launch of the M Leaning Zone prices are starting from only twenty five GBP per month.  If you are interested contact us for further details today.

Why would I want to do this?

If you are a traditional training company that only provides stand up delivery we believe that over the next twelve months your current customers are going to be looking for a more cost effective solution.   Will you be able to provide it?  If you have training courses that you own now is time to take them on line and offer them to your clients.  2014 is going to be tough this is your chance to make a real difference to your company fortunes.  Questions?

What kind of content can I use?

Text, images, audio, graphics, video etc.  The M Learning Zone can be as simple as copy and paste or as complex as you like with social media and the ability for students to upload their own content.

mLearning2What about knowledge checks?

The M learning Zone is a full LMS ( learning management solution ) where each learning module can be independently knowledge checked.  Rather than explain try it for yourself right now.  Unlike other LMS solutions you can also interact directly with each student.  Certificates are downloadable on course completion.

Can you help me fine tune my training courses for the M Learning Zone?

Yes.

Can I change the content when I need to?

Yes

How many courses can I run?

Depends on your package but potentially as many as you like?

Is the M Learning Zone white label?

Yes.  You can customise it with your own logos

Why would my clients be interested?

Cost saving.  Time saving.  Available 24 / 7 anywhere.  It’s a long list. Ask your clients if embedding learning is important to them.  Their answer will be YES.  Then ask them how they achieve it.  It will go very quite as they the chances are they currently don’t.

Here is your opportunity to tell them you have the Holy Grail.  The M Learning Zone can follow up with each student as many times as you need.  Content will automatically be delivered to them embedding the learning and adding to what was originally learnt.  This is a game changer and will set you apart from the rest.  Take a look.

What now?

Contact us for a coffee and a chat to start with.  Test drive the M Learning Zone

 

 

Can I trust you?

I have a friend that works for a law firm who asked us to produce a promotional video for him.

So I showed him how to do it himself instead and that was what gave us the idea of

PARTNERS IN VIDEO

 

Selling a service needs a completely different approach compared to selling a product.

Selling a service is all about trust.  Take legal or accountancy as an example

People are not buying a product it’s a service and a potential client only has one question on their mind…  CAN I TRUST YOU?

    1. How does a potential client know you can solve their problem?
    2. How does a potential client know you will work well together?
    3. How can a potential client trust you?

Everything starts with that simple question and how you answer it depends on whether or not they pick up the phone.

I think it’s safe to assume the following for anyone that requires help from a professional service

  1. They will ask friends and family for a recommendation
  2. They will do a search online
  3. They will make the decision to pick up the phone based on a visit to a firm’s website

The problem is that if all the websites they visit tend to look and say the same thing.

Making that final decision will be more luck than judgment.

The three most clicked links on a professional services website are:

  • The contact page
  • The people page
  • The recruitment page

Take a look at most of the people pages and you will see the same thing.

A head and shoulders shot and some text about what services are offered.

That hardly builds trust and reassures anyone.

So what’s the solution?

 If you think like a client it’s very clear.

The answer is a video profile. 

Video is the tool to connect with prospective clients because it’s easily digested and it gives clients a sense of who you are before they have to pick up the phone.

A video doesn’t have to be a complicated production, but don’t even think about using video unless you’re willing to invest time, thought and a little bit of money.

Think about this.

Chances are the phone in your pocket is also a high definition camera.  This means that if you knew how you could make your own video…

That is why we are about to launch PARTNERS IN VIDEO

Intercity RailFreight and GWR

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We produced a course for InterCity RailFreight on Train Loading Operations.  All employees take this course on their smart phone, tablet or desktop.  Refresher lessons are sent to them over the course of the remaining year.  Mobile learning is one of the most effective solutions for companies and their employees.

No Apps required!  See samples of the course to the right.

The Course is hosted on http://www.mlearningzone.com

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Mobile learning company gets Monarch approval

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Press Release

For immediate release

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Media available:  Audio and video clips.  Copy in a word and PDF document.  Camera ready artwork on request, see editors notes.

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Monarch Airlines give seal of approval to training company

Already over 85% of people access the internet using mobile devices and this figure is set to rise.

What used to be just a phone is now also a TV or a radio, this is technology people are comfortable with.  Its also a great learning environment,  it’s called mobile learning.

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Head of group learning, development and talent at Monarch, Dean Giles, had this to say:

Customer service is a battleground for market share. The fundamentals of service excellence start and end with our employees and this is why, in 2013, we successfully introduced the WorldHost Principles of Customer Service programme through all levels across the organisation.

 

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WorldHost customer service training was used at the London Olympics and since has become an industry standard.  WorldHost M-Learning, developed by People1st and local company Coffee Cup Training, is an embedded learning course delivered direct to students tablets and smart phones anytime, anyplace, anywhere they need it.

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John Reynolds Managing Director of Coffee Cup Training said:

Learning face to face is important but it’s what happens after class that really counts.  Embedding what has been learnt over twelve months adds value to the original learning investment and makes learning stick

 

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John REynolds

 

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Simon Tarr, chief executive of People 1st, says:

WorldHost M-Learning is an innovative and fun way of making sure staff training impacts on your business in a positive and productive way whilst giving employees the skills and knowledge they need to become a valued member of the team.

It has provided an engaging learning experience for employees at a time and place that suits them. In addition, it is connecting employees with the support, expertise and resources they need.

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Simon Tarr

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John Reynolds adds:

Lifestyle programmes, cooking,  gardening, DIY  are some of the most popular on TV.  People like to learn this way.  The WorldHost M-Learning Course is all in video.  Add our learning management system that allows a business to see exactly how the learning is progressing and you have a very powerful business tool.

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TAKE A LOOK

People 1st is the workforce development expert for the hospitality, tourism, travel, passenger transport and retail industries and works in partnership with employers to develop solutions that increase performance through people.
Take a look: http://www.worldhost.co.uk/programmes/worldhost-online-training

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Notes for editors

Please contact John Reynolds if you would like more information an interview with any of the people in this press release or audio and video clips for your publication .

Word version

Mobile learning company gets Monarch approval Press release

Pdf Version

Mobile learning company gets Monarch approval Press release

People1st Press Release

Press release_WH MlearningFINAL

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Contacts

John Reynolds MD Coffee Cup Training provide Mobile Learning for the tourism, hospitality, travel and retail industry.

P: 0845 86 24 120

E: John.Reynolds@coffeecuptraining.com

W: www.coffeecuptraining.com

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New Mobile Learning Website

With a new year on the way we thought it was time for a new website.

New everything basically. Tested in just about every mobile device we can lay our hands on.  New streaming video server and player make the experience truly wonderful,  and not an app in sight!

It is also now in keeping with our other new website the Mobile Learning Zone which will be officially launched in the new year.  The new website will host our new embedded learning course.  WorldHost customer Service.

We have  good feeling about 2015 as the education is over.  People and specifically business now realise what a powerful tool mobile learning is.  The education paid off!

WorldHost embedded learning course – how we did it.

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WorldHost customer service.

We believe this is the worlds first embedded WorldHost customer service course ever to be avaiable on a mobile learning platform

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Yesterday I had the privilege of spending the day with Ben and Bryony.  In one day we shot 32 scripts for our soon to launch WorldHost embedded learning course.

It is a fact of life that most people who attend traditional training courses will forget 90% of what they learnt after a month if that learning is not embedded.  We solve this problem by creating a complete suite of learning that can be sent directly to student’s smart phones, tablets of desktop computers across the course of a year.

For students they no longer have to take time off work and travel to the training room.  For a business just imagine the amount of time and money that can be saved.  Plus that learning will not only be embedded but also added to.

Students can learn at a pace that suits them whenever they like.  This is learning that fits peoples lifestyle all backed up with our mobile LMS solution.

Learning any time anywhere,  how sensible is that.

So how did we do it?  As a qualified WorldHost trainer I spent about a month writing the course modules with a talented script writer called Patrick.  WorldHost+Colour

Unlike traditional E learning we wanted to produce the courses for three different industries and all in video.  If you realise that a smarts phone tablet and desktop PC is, in reality, a broadcast medium.  This is just a no brainer!

However it’s not without its problems that need to be overcome.  First the script has to be tight and I mean every word needs to count.  People are not going to look at anything that is dull or too long in a smart phone.  I also firmly believe that learning should not expand to fit the time allotted.

Let’s be honest how many times have you walked away from a day’s training and said to yourself.  “I could have done that in about two hours”!

The other problem was how to film this for three different industries?  We elected to do all the courses using chromakey, a green screen solution.  That gave us the ability to establish shots appropriate to the industries without leaving the studio.Ben

So we had the script hired the extra kit from Mark at Manic Films now all we needed were the actors.  To say we got lucky would be an understatement.  First we found Patrick Management.  Susannah was a Bryonygreat help.  We chose the people we thought looked the part sent Susannah the script and she got the actors to do us a short audition demo reel.

We met up with Ben and Bryony to have a chat about what was required and a bit of a “get to know each other” session.

At this stage you can never be certain that things will work out the way you planned but you take a considered gamble and hope.

Thirty scripts is about ninety six pages of copy shot against a green screen in a day.  That’s a marathon not a sprint and certainly demanding on the part of the actors.

It’s also the reason why I am writing this as I load the computer with the raw footage.

 It’s not that often, if at all, I have ever been more impressed by two young people.

Professional does not praise them highly enough.  You will have to wait a few weeks to see the finished product.

I just wanted to say thanks to the guys and if you are ever looking for a couple of actors that work well together and a great fun.  Look no further.

You will have to wait a few weeks to see the finished product but if you want a sneak preview of how it was done take a look at the video below.  My thanks to everyone that made this not the easiest thing I have ever done but certainly one of the most enjoyable.

If you didn’t watch the video at the top of the page now would be a good time.

Thank you to all involved.