Noel Leeming - Open Learning

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sdavisnz

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#154020 15-Oct-2014 14:49

Hey Guys,

Just wanting to know if you know our service exists.

Last year Noel Leeming soft launched Open Learning, which is a in-store learning space to learn how to use the latest piece of tech you have purchased, I was one of the first trainers on board and have seen it grow very fast.

I understand the service may not be the best for you but we help everyday people get the most out of there device like windows 8, ios, android, smart tvs and so much more.

We are now in 11 of our large format stores and more are coming everyday, and the wealth of knowledge between us 15 trainers is incredible - not to blow my own trumpet.

If someone purchases any technology with a store that has a learning centre in it they will be given 30mins of training Free and extra training can be brought after that.

30 min free - with purchase.
1hour smart device - $49
1hour PC/MAC - $59
1hour Home Any device $129.

we have a web page up www.noelleeming.co.nz/openlearning

Just want to know if you have had a family member in or talking about the service - will be interesting to know what you guys think...

and lastly if you want to come and say hi head down to the wairau park branch :)

-Steve

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Inphinity

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#1155528 15-Oct-2014 16:14

On paper it seems like a good service, how much has it changed since it's launch (~mid last year if I recall?) At the time, it seemed underwhelming (though that impression is purely via one of the staff onhand at the time, not any practical experience with the service) but I imagine many lessons have been learned since and things stepped up a bit.

I think it's great that a free session is offered with purchases, as uptake will likely be much higher I would imagine. How popular has it been thus far?

sdavisnz

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#1155539 15-Oct-2014 16:47

Hi Inphinity,

To answer some of your questions -
Changes: We have had a rebrand since launch
: we are working on booking system for our website
: Just last week we launched a mobile learning centre (Bus) to visit schools in nz over a 2 year period

Stats: Over the last year we have trained over 14,000 kiwis nationwide

Thanks for the feedback about the sales staff attitude, They were pretty unsure about it when it launched but i think you would have a different experience today from our sales team.

Keep the feedback coming in guys,

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nakedmolerat

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#1155567 15-Oct-2014 17:04

This is good.

Most of the people here probably don't need this but having this as an option for customer is great.

Do you also offer help with office? Can the customer tailor the learning session - ie they might have known how to use the powerpoint in general but have specific questions etc?

sdavisnz

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#1155570 15-Oct-2014 17:15

Hi Nakedmolemat,

Yes we can help if someone wants advanced office training, We have a office specialist in our auckland team (Arena) if anyone wants advanced office training just purchase a session and when the booking team call just say you would like Arena to do the session.

I am also available to do advanced office sessions but my knowledge is pretty average compared to him, We don't pretend to know everything, if we get a curly question on the spot we quickly use the power of the internet to figure out a solution.

and yes the customer can tailor the session as all our sessions are one on one.

Hope this info helps,

-Steve.

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sdavisnz

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#1155698 15-Oct-2014 21:00

Rappelle: Can you teach me how to utilize my new 100mbps connection? All this per-connection throttling and P2P throttling makes it really hard :(

I can definitely help you with that.

1 - be thankful your connected to the nz fibre network, your issues are not real issues.
2 - if you care about throttling then choose an isp that wont throttle you, some small isps are offering no throttling, but u have to wonder how much international backhaul they purchase.

Happy?

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gzt

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#1155728 15-Oct-2014 22:05

sdavisnz: Hey Guys, Just wanting to know if you know our service exists.

I did not. This is a very good thing. How does it work in practice. Do you have a standard script for introducing a new smartphone purchase for example?

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sdavisnz

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#1155731 15-Oct-2014 22:17

Hi,

When someone purchases a product we ask them if they would like a free 30min training session, if i'm free i will do it on the spot, if i'm busy or if i'm booked out our call centre will call and book a time to come in.

We are very outgoing people, so we just start by asking some questions, find out if you have any other smart devices, so we can relate technologies together and we also find out a bit about what you do.
We can normally determine customer tech-abiliby with a few questions, from there we show a handful of useful features and cool features and practical things to help with every day use, we will help where we can like transferring contacts on a phone or setting up email on a PC, people are very thankful for the support.

and obviously we promote our paid sessions at the end, without being too pushy - were not salesman but we have a commercial responsibility to promote.

Cheers,

Steve

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gzt

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#1155782 15-Oct-2014 23:40

Ok so NL focuses on hiring the right people for the job instead of relying on scripting? That sounds good.

Last thing I'm wondering. Does the availability of this service reduce the usual level of instore service? Like if someone buys a phone and they return next week to ask a salesperson how to send a photo with a txt message - will the salesperson help them out for the 5 minutes required or instead point them in the direction of this new service?

Thanks for answering. It's a serious question I'm not trying to be a pain here ; ).

sdavisnz

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#1155922 16-Oct-2014 09:52

gzt: Ok so NL focuses on hiring the right people for the job instead of relying on scripting? That sounds good.

Last thing I'm wondering. Does the availability of this service reduce the usual level of instore service? Like if someone buys a phone and they return next week to ask a salesperson how to send a photo with a txt message - will the salesperson help them out for the 5 minutes required or instead point them in the direction of this new service?

Thanks for answering. It's a serious question I'm not trying to be a pain here ; ).

I dont think much will change here - our sales team will still be able to help out with all tech enquiries.

The team do ask me to help in alot of circumstances as I usually have a good understanding of why most issues pop up.

hey we work as a team at the end of the day, Im there to support the sales guys and there also going to support me by also selling the training to the customers.

Our mission is to make sure the customer has the best experience in-store regardless of whom they talk to.

Cheers,
Steve

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