Implementing E-Learning

Respect the Learner

Learners’ complaints and questions may not always reflect actuality, but you can’t ignore them if you are to keep your e-learning effort alive and well. Retail marketing and e-learning both have “low barriers to exit.” It’s always easy for a customer to bail out by either walking out the door or clicking the exit button. Leonard Berry (1999) offers excellent advice for earning and keeping the customer’s respect. Many of his ideas translate to e-learning, for example:

• Do you stand behind what you sell? Is your e-learning easy to use and access? Do you and your team fix problems as they occur? Does the learner feel that you and your team have a sense of urgency to solve the learner’s problems? Do you guarantee your service? ...