CUSTOMER SERVICE

Why It Matters

According to a customer experience report by PwC, one in three (32%) consumers say they will walk away from a brand they love after just one bad experience. This means that every single interaction with a customer is important. Consistently providing excellent service is crucial to retaining customers. Excellent service includes effectively addressing complaints. This means listening with empathy, making sincere apologies, and offering tangible solutions.

*Source: PricewaterhouseCoopers

Scenario Overview

The "Can You Handle An Upset Customer?" elearning course is a training module, created with Articulate Storyline 360, for customer service representatives at a vehicle rental company. In the module, learners are introduced to a character who is answering a call from an upset customer. Learners are prompted to use the information gathered from the phone exchange to guide the character in making decisions that will address the customer complaint. This course provides a low-stakes environment for employees to practice de-escalation strategies that can transfer back to the workplace.

Opening Screen

Character Introduction

Key Components

Real-World Scenario

This elearning module features a real-world scenario. Customer service representatives at the vehicle rental company are likely to experience a situation in which a customer calls due to an issue with their reservation. The relevance of the scenario allows for practice application of the content.

Learner Interactions

Learners are prompted to engage with the course through various interactions. Some of which include hoovering over objects or clicking on specific on-screen items. Incorporating interactivity helps to keep users actively engaged, rather than remaining passive recipients of information.

Knowledge Check

Due to difficulty scheduling recurring meetings with the target audience, the full training consists of four modules, to be covered over the course of one business day. A job aid summarizing high-level content and key takeaways from the training is provided as a supplement to the training.

Storytelling

The storytelling approach utilized in this module sets the stage for the instruction, by introducing learners to a scenario and key character(s). This approach focuses on a challenge and uses a call to action (solving a problem) as a method of engaging the learner in practicing new knowledge.

Instructional Design &

Curriculum Development

URRICULAIRE