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Our offer and your satisfaction

We strive for an innovative training experience for our Microsoft Excel and MYOB training courses by providing:

• Beginners to advanced software training skills for one price so you don’t have to agonise over which course to choose for your current skill level
• Lifetime access to course resources including updates
• Variety of learning tools including training videos, workbooks with exercises, exercise files and knowledge reviews

As a result it is important for us to develop training materials that are easy to use and self explanatory so that our students learn quickly and we don’t need to provide too much support. We need to ensure that any problem a student faces is dealt with so that future students are guided more smoothly through their learning experience.

Sometimes it’s the software

I wrote in a recent blog about the significant changes that MYOB are going through with their software and how it affects not only our students but real, live businesses that use MYOB software in day-to-day operations. We’ve experienced this most recently in our MYOB bank reconciliation course where we exported the accounts list and journal entries from a previous version of MYOB so that students can easily import them into the current version. This worked very well for all the previous versions until MYOB started developed their current versions using the Microsoft .NET platform.

After going through several scenarios about how to improve the flow of our course and scouting MYOB’s support communities we’ve discovered that importing from previous versions to the current version is a little more difficult than it use to be. Students will just need to create the data manually and this isn’t a major problem, but it highlights some of the issues that are faced in the real world anyway.

But what can we do?

To handle our growing number of student members (and we call you members because you have lifetime access to the course materials including the new updates) we implemented a powerful customer support system called Zendesk, a system that is used by over 20000 companies world-wide including Twitter, msnbc.com, Denver Broncos, Lonely Planet, and SAP. We also turned on the satisfaction ratings which scared us at first because we would truly see how well we are doing according to our students. The result? 90% Customer satisfaction – that’s a high distinction I believe.

Why write a blog post about it?

There are several aspects to learning that most people are used to:

• Training that is easy to follow and easy to duplicate so you can do it yourself
• Training material to answer most of your questions
• The social experience of meeting other people and sharing stories during the coffee break

Sadly, online training can’t provide the thousands of personal experiences our trainers experienced with their students during the coffee breaks, while eating Tim Tams. It’s this human contact element that we can’t replicate online so we closely watch the satisfaction ratings for the answers and support that our team provide to students when they have questions or difficulties.

We can’t replicate the coffee and Tim Tams online, but we can implement leading support tools and find great team members so we maintain a high distinction in support.

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