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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.
Hover Interaction
Learner Feedback
