Customer Service Scenario-Based eLearning

This scenario-based eLearning course helps people make the right choices, leading to higher customer service ratings and higher sales.

  • Responsibilities: Instructional Designer, eLearning Development
  • Target Audience: Current and new customer service representatives and sales associates
  • Tools Used: Articulate Storyline, Adobe XD
  • Year: 2021

To experience this project, click the launch button.

Overview

The purpose of this course is to prepare customer service representatives and sales associates with the knowledge and skills to approach calls using the company service philosophy and to recommend company products to improve customer satisfaction.

The Problem

Webistia has doubled in size within the last year. While this rapid growth has been good for the company, overall sales and customer service scores have been down. The company set three goals for the 2021 fiscal year:

  • Reduce customer hold times by 20%
  • Increase overall customer service scores by 25%
  • Increase overall product sales by 10%

The Solution

To address the poor customer service scores and sales numbers, the company’s leaders believe that all customer service representatives and sales associates need customer service training. The company hired a consulting firm to determine the best customer service model to implement, given their poor performance. The firm designed a model called the 3Cs – Communication, Customer, Company. All current and new customer service representatives and sales associates will be trained using the 3Cs model.

Instructional Design Process

After meeting with various stakeholders and conducting interviews with customer services reps and sales associates, it was determined that a training course would help to address many of the concerns from all parties involved in the analysis.

The project will target 250 current employees and new hires.

Learning Objectives were developed to inform the instruction and assessment process. After completion of the course, learners will be able to …

  • Explain Webistia’s 3Cs model and the company’s products and benefits
  • Apply the Webistia Customer Service Philosophy and services to call scenarios.

A project kickoff meeting was held to include all stakeholders and project reviewers. At that meeting, a project plan was discussed and approved. Also, stakeholders developed a timeline to ensure the project deadlines would be met and the course would be available by the determined launch date. I developed an initial storyboard, and a final draft was approved. Next, I developed a prototype so stakeholders could see how the course would look and feel. The final course was approved and delivered as promised.

Final Reflection

This project was an excellent exercise in developing and showcasing the entire design process end-to-end. It also allowed me to demonstrate my ability to develop interactive scenario-based elearning. I also wanted to manage the cognitive load of the content to ensure the learner retained the information gained.

I decided to use Articulate Storyline to build this project, but considered using Articulate Rise. In the future, I may consider using Articulate Rise for knowledge-based products.

If you have any questions about this project or would like to request a time to meet with me about your elearning project, please contact me.

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