Basic-Fit
Onboarding new club's staff
Need
Basic-Fit needed an effective, consistent, and engaging way to train all its new employees in order to achieve excellence in the service provided to its members. The ultimate goal of this approach is long-term member retention. This primarily involves intensifying the interaction between staff and members to foster a lasting relationship, help them achieve their goals, and contribute to their well-being.
To meet this need, Basic-Fit wanted to create a comprehensive training simulation that encompasses all aspects of an employee's role within the company, including facility management and member reception. The learner should be evaluated based on various criteria, and the simulation should encourage learning through trial and error, thereby providing a solid level of proficiency in operational processes.
Solution
Serious Factory addressed the identified need by designing a training simulation based on a collaborative specification with Basic-Fit managers.
The experience immerses the learner in a realistic work environment and is deployed on a PC. The simulation consists of multiple parts that correspond to the different tasks an employee must perform during a typical day. Throughout the experience, the learner will be required to accomplish the following actions:
Conduct maintenance in various areas of the club.
Welcome and assist members in different situations (welcoming a new member, handling dissatisfaction, addressing equipment malfunctions, explaining different offers, etc.).
During these actions, a virtual coach guides the learner by presenting the tasks to be completed during the simulation and provides advice based on their choices. At the end of the simulation, the virtual coach also conducts a debriefing session on the different situations encountered.
Benefits
The simulation has successfully standardized the training of new employees at Basic-Fit. Numerous feedbacks have been collected, and according to the surveyed learners, the training effectively placed them in realistic situations and was perceived as highly educational, constructive, engaging, interactive, and dynamic by a significant portion of new employees.
Welcoming a new member to the club, knowing which offer to propose, managing a crisis situation with a member, responding appropriately in any situation—these are different aspects of their job on which employees were able to train in French or Dutch, and they are expected to have an impact on member satisfaction. Furthermore, the use of the VTS Perform Learning Experience Platform (LXP) allowed Basic-Fit to easily deploy the module across clubs throughout Belgium.
Lastly, the utilization of the simulation has enabled Basic-Fit to observe a positive impact on the quality of service provided to members in the trained clubs.
Some Figures
130
The number of clubs where the module has been deployed in French and Dutch.
+ 830
The number of learners trained.
+ 1000h
This is the number of hours spent on the module.
We wanted to bring dynamism and fun to our training courses, and above all we wanted our 900 employees to be trained in the same way. Serious Factory enabled us to quickly launch a brand new digital training method to meet our needs.
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