This eLearning training equips team members with the skills to handle customer calls about package delays, lost or damaged items, and de-escalating frustrated customers.

SUMMARY

Through realistic, scenario-based interactions, learners practice responding to customer concerns, selecting appropriate solutions, and navigating the CRM system effectively.

This hands-on approach ensures they feel confident, prepared, and capable of delivering exceptional customer support in high-pressure situations.

  • My goal:

    To design a fun, quirky, scenario-driven learning experience that engaged learners in resolving customer service challenges while strengthening my Articulate Storyline knowledge and skills.

    Training goal:

    To equip team members with the communication skills needed to confidently manage customer calls, de-escalate frustrated customers, and apply best practices for handling lost, damaged, or delayed packages. Learners also gain hands-on practice using CRM tools efficiently to enhance overall customer satisfaction.

  • The design and development process:

    • Analysis: I reviewed the challenge prompt and constraints and researched customer service best practices and CRM functionalities.

    • Scenario Design: I opened with a familiar interaction to build the learner’s engagement. I structured the course around three progressively complex call scenarios while identifying key learner challenges, including de-escalation and CRM navigation.

    • Development: I built audio-based dialogue, interactive decision points and incorporated visual and audio feedback that reinforced meaningful reflection and resolution.

    • Implementation: I conducted usability testing by adjusting feedback for clarity and effectiveness to elevate learner experience.

    • Articulate Storyline 360

    • Envato (characters & supplementary images)

    • AI Audio (Sound effects and voiceovers)

Featured Finalist

The eLearning Designer’s Academy December 2024 Challenge