Results for Tag: Customer Service
#218: The Mistake Behind Customizing the Online Course Experience
Everything these days is about customization. It sounds great, right? Customization is better than getting some item that doesn’t really fit anyone perfectly.
The digital course industry is just one industry that has seen a big push for customization, and it is certainly not the last.
With all of the innovations and technologies available, customization is a hot topic, but sometimes it can be too hot to handle.
So the question is, should we be customizing your course for our online students? What are our students expecting?
As an entrepreneur and consumer, you’ve probably had expectations of digital learning experiences in the past. As a digital course creator you are probably asking what pieces need to be customized and which can be mass produced.
We definitely want our digital course students to be successful, but customization can get us into trouble.
#217: 3 Ways to Enhance Your Digital Course Student Support Strategies Without Burning Out
Your phone chimes with an email from your digital course student at 11pm on Friday night. They are going through Module 2 and are stuck. There is a typo in the worksheet and it doesn’t match up with what you are saying in the video. The student says that they want to make it through your online course, but this is creating a roadblock.
Immediately you regret picking up your phone to browse funny cat videos as you unwind from the week, and the second feeling is one of dread and worry. You’ve already shut down your computer for the day, but you don’t want a student to get frustrated with you. You are wondering what that issue between the worksheet and video is, because as much as you wrack your brain you can’t quite figure out what could have happened. As you start to go through the scenarios in your head, you notice that your heart starts to speed up a little as you wonder if this student will go to the community and complain and get everyone riled up or if they will ask for a refund.
We’ve all had those moments of panic where a student needs support, but we are not available. Whether it is because we are tending to a medical appointment or have shut down for the day.
As small business owners, as creators of online courses, what is the right answer here? I can tell you right now, it isn’t to jump up at 11pm on a Friday night to figure out what is going on. That is the fastest way to entrepreneur burnout.
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