Modular training with a customer-focus

Customer-focused, bite-size training modules

Designed as self-directed training modules you can use within your own LMS or use ours. Focused on the topics that teams say are most useful to them, but designed to be bite-sized to fit with your teams’ time priorities.

“We need bite sized training material we can use with our teams”

What are bite-sized training modules?


An easy way to deliver bite-sized learning to your customer-focused teams, designed around the most valuable areas for looking after customers. Available in online modules, downloadable content or even bespoke modules built just for you.

Useful for


Focusing on specific areas you feel would be valuable to your teams (and customers).

You can target specific areas you feel would be valuable for your teams – making the most of their time and allowing you to focus on one area at a time. This is often a far more effective approach to catalysing change that broader, longer ways of learning.

Use the content you develop again, and again

The benefit of developing digital content is you can use it again and again, with teams across your organisation. Either through your own LMS (we can design it to fit your LMS solution) or through our own Learn Labs.

Fitting learning around your team’s existing workload, without having to commit to days of training.

Micro-learning is increasing becoming recognised as an effective way to build skills and mindset within teams. Little and often means you also don’t need to commit to a whole day or training.

What’s included in each module?


Every module contains the following material

Videos

Introductory videos to run through the concept in a clear, concise and relevant way. And show why it’s important.

Explanations

Clear explanations, with relevant examples, along with engaging exercises to build greater context.

Walkthroughs

Whenever possible, we include real-life example walkthroughs to make it understandable and relevant for learners.

Quizzes

Check understanding and build greater engagement with quizzes and surveys to help learners see how they’re progressing.

Self-reflection

Critical, self-reflective exercises you can do as an individual or a team to explore where you are, where you’d like to be and what’s getting in the way.

Action plans

Putting learning into practice with action plans designed to catalyse positive change and review progress over time.

We used Think Human to develop a range of learning modules on writing to customers. The content was always clear, engaging and enlightening. The team have used what they’ve learnt in more than just their writing, but their whole approach to dealing with customers.

Head of Learning and Development, National Housing Association

Modules we’ve created for clients

A small selection of training modules we’ve create for clients


How communication works

How understanding the basic principles of communication help you write better.

Being emotional

How to understand and use the power of emotion when working with customers.

Think, feel, know, do

How you can get into the mind of the customer and get the outcome you need.

Transactional analysis

How you can avoid “talking down” to your customers.

Expert perspective

How being an expert can be a problem when you’re communicating with customers. How to be an expert and be understood by anyone.

Your words matter

How the way you write to customers has a profound and long lasting impact on them.

Customer perception

What the way you write tells customers about you, your team and your business. The assumptions customers make and how they affect your team.

Cause and effect

How the way you behave affects the response you get. If you find customers keep pushing back, here’s how to fix it.

Tone of voice

It’s not what you say, it’s how you say it. Simple ways to make tone of voice work for you.

Environment & blockers

What are the factors around you that get in the way of managing customers well?

Communication styles to avoid

The styles of writing that really irritate customers and stop them doing what you need them to – and how to avoid them.

Passive voice

Why the passive voice makes us seem remote, uncaring and unwilling to accept responsibility and what to do about it

Offglish and management speak

“Offglish” and why is it so corrosive to better relationships with customers. How to write clear, human language.

Getting read and understood

No one can demand to be read – so here’s how to make people want to read what you send them, even if it’s bad news.

Unspoken questions

How anticipating and answering questions makes your writing much simpler to understand.

Orwell’s six rules

A simple guide to clearer, more human-centred writing.

We’ve created topic talks for human-centred brands like these

Logo for PayPal
Logo for Prudential Hong Kong

See more of our clients