The hard lessons from training account staff at MONA

In a company's operations, the Account role is extremely important, connecting and interacting with customers. So how is Account staff training carried out in a business? Follow this hard-earned story about training Account staff at MONA to get another view on training employees!

A hard-earned story about training Account staff

At MONA we sell mostly services B2B and the products and services are especially complex. Knowledge of software, of that field's business operations, of digital marketing, full-scope website SEO services, websites, systems and more.

The Account department at MONA is the frontline department that brings in sales for the whole company. The knowledge and skills Account staff need include:

• Soft skills for sales staff, communication skills, and how to advise customers effectively.
• In-depth knowledge of the products and services MONA provides.
• Knowledge, and above all A SYSTEMATIC WAY OF WORKING to keep relationships, stay alongside customers and solve their problems, building lasting relationships with them

These three requirements sound short and easy, but doing them well and getting strong results is EXTREMELY HARD. Hiring excellent Account staff from the start, who never miss a customer, never leave a customer unhappy and meet all 3 requirements above, is IMPOSSIBLE.

In the Account department, staff turnover happens often, so you might be training one group of staff and then have to start over with another. Some skills and mindsets are important enough that the trainer shouldn't have to repeat them over and over.

Overlapping training forces the trainer to repeat things many times for many people with different levels of understanding (some already know it, some don't, some know it well, some half-know it but think they know). Often, even after training, you can't tell which part staff missed so you can fill it in. This is extremely stressful and tiring for leadership.

In many cases, trainers hand training off to mid-level managers, or worse, to old staff training new employees. This isn't the old staff's duty, and are they even sure of the knowledge they're about to pass on? Teaching enthusiastically without truly understanding leads the whole team to seriously mixed-up knowledge, hurting the company's performance.

So what did MONA do to fix this? WATCH THE VIDEO Case study: using MONA SkillHub to train MONA's Account staff

MONA's solution for training Account staff

Passing the training burden to subordinates is a SERIOUS MISTAKE that a leader must avoid. This is a hard-earned story about training Account staff that MONA has learned from, so that you don't make the same mistake.

In the early days, MONA built a set of videos and uploaded them to YouTube, and also tried storing videos on Drive for internal circulation. After a while, YouTube views kept rising and MONA saw the potential of internal training videos.

So why does MONA train its Account staff itself with an e-learning model? SEE NOW the video below!

We understand that a strong team comes not only from hiring the right people but from nurturing, inspiring and developing them the right way. That is why MONA built and uses MONA SkillHub 3.0 an internal training system that is professional, flexible and strategic, developed entirely by the MONA team.

MONA SkillHub is not just a internal training software but a long-term strategy that helps businesses build a modern, proactive and inspiring learning culture. The system is built around 4 core goals:

• Build a standard internal learning network: SkillHub creates a space where people not only learn but also exchange knowledge, share experience and create their own courses. Learning is no longer forced; it becomes a natural, enjoyable and bonding activity for the team.
• Manage workforce quality transparently and effectively: The platform lets you track each person's learning progress, test results and development in detail, so leaders can make more accurate decisions on assignments, training and staff development.
• Develop skills close to real work: With practical courses and clear learning paths, employees gain the knowledge and skills needed for their current jobs and are ready for higher roles in the future.
• Recognize and motivate the right people at the right time: Through leaderboards, certificates and internal recognition programs, MONA SkillHub drives individual effort, nurtures the motivation to learn, and helps build a committed, ambitious team.

By using the MONA SkillHub internal training system, we haven't just digitized the training process but created a proactive, enjoyable and inspiring learning environment. People no longer learn because they're told to, but because of their own need to grow and the healthy spirit of competition within the team. 

Staff learning progress on the MONA SkillHub internal training system

MONA team members enthusiastically learning and competing on results

But MONA SkillHub 3.0 is not only a training space for the Account team. It is a broad knowledge platform for every department, from e-learning, AI and SEO to product thinking and soft skills. Employees in any role can learn exactly what they need, exactly when they need it, with constant updates and continuous growth.

The range of courses on MONA SkillHub 3.0

What's special is that after rolling out SkillHub, MONA saw strong enthusiasm internally. At first, people learned to improve their own skills. But after each course, something truly surprising happened: everyone wanted to share back, and everyone wanted to "launch" a course of their own to contribute knowledge to teammates.

Mr. Tuấn's course: MONA team member

MONA staff become instructors and create useful courses

From passive learners, the MONA team is turning into people who actively spread knowledge. It is no longer mandatory training, but genuine initiative, genuine sharing, and a genuine desire to grow together. 

EXPLORE right here, how MONA uses MONA SkillHub 3.0 to train its people successfully:

Based on MONA's hard-earned story about training Account staff, we hope you get a view of the results an internal training MONA SkillHub software brings. See information about enterprise LMS systems MONA Skillhub built on an e-learning training model below:

• Website: mona.media
• Hotline: 1900 636 648
• Address: 1073/23 Cach Mang Thang Tam, Tan Son Nhat Ward, Ho Chi Minh City
• Email: info@themona.global