This is a sample project designed to bridge the skill gap in de-escalating negative customer interactions for new employees at a fictitious cafe.
Audience - New-hired employees in the customer service industry.
Roles - Instructional design, eLearning development, script/storyboard, and visual design.
Tools used - Articulate Rise 360.
Challenge
Elegant Cafe is a fictitious cafe that has several locations across the country. The CEO conducted an analysis on overall sales and reviews for the company. Based on the increased number of one-star reviews and customer complaints, it was concluded that the newly-hired staff was not always meeting compassionate customer service standards.
Proposed solution
To bridge the skill gap for this geographically dispersed workforce, I proposed a scenario-based learning experience. This learning experience would mimic real-world situations, giving employees the opportunity to practice making the right choice in a risk-free environment.
Learning Experience Design
I created a text-based storyboard that includes the content, animation notes, and required buttons. Learners can immerse themselves quickly and start their learning journey.
This sample course comprises several questions with three options that will lead to different outcomes. Learners can see the results of their decisions and learn whether it is correct or not. They go back to the question and try it again if they got it wrong.
The scenario-based questions can help learners practice what they’ve learned in the training session and solve the problem they will face in the real-world setting.
