Project Write-ups

What does good customer service look like? (E-LEARNING)

An eLearning course designed for customer service representatives in a small company to reinforce the importance of delivering excellent service to customers. Dive into the course and discover how to transform your customer service skills!

Audience: Customer Service Representatives

Responsibilities: Instructional Design, Action Mapping, Storyboarding, Visual Design, eLearning Development

Tools Used: Articulate Rise 360, Adobe Photoshop, Adobe Premiere Pro, Canva, Figma, Google Docs

Problem & Solution

So, the client, who owns a small business, reached out to me for assistance in enhancing their customer service team's knowledge and skills. They noticed that some employees lacked proper training in providing excellent customer service. Upon recognizing this gap, they promptly contacted me to develop a solution.

I suggested creating an eLearning course aimed at refreshing all employees on essential customer service skills.

Process

To kick off the project, I began by collaborating with a senior customer service representative within the company, who provided valuable insights and guidance as a Subject Matter Expert (SME). Together, we conducted a Learning Needs Analysis (LNA) to thoroughly assess and identify the gaps in current knowledge and skills. This analysis allowed us to pinpoint the key areas for improvement and tailor the course effectively to meet the company's specific needs.

Action Map

To organize our thoughts and plan the course structure, we utilized Figma, a user-friendly design tool. This allowed us to design an action map outlining the key concepts and steps necessary for the course's success. By working closely with the SME and leveraging their expertise, we ensured that the course content would be practical, engaging, and directly applicable to the company's customer service objectives. This collaboration also guided the creation of clear learning objectives, framed using Bloom's Taxonomy, ensuring that the course promoted higher-order thinking skills while addressing the company's key performance goals.

Text-Based Storyboard

Incorporating mock characters, I began crafting the text-based storyboard based on the insights from the action map, which aligns with the Constructivist framework of instructional design by creating realistic, experiential learning scenarios that promote problem-solving, decision-making, and active knowledge construction.

Friendliness:

Meet Christine, the friendly food truck owner. She greets each customer with a warm smile and takes the time to engage in friendly conversation. As a result, customers feel welcomed and valued, leading to positive experiences and repeat business.

In contrast, imagine a scenario where a customer walks up to a grumpy cashier who barely acknowledges them. The lack of friendliness creates a negative atmosphere, leaving the customer dissatisfied and unlikely to return.

Timeliness:

Picture Michael, a busy professional trying to handle some banking matters during his lunch break. He calls his bank, hoping for a quick resolution. However, he's informed that he'll have to wait on hold for 45 minutes. This delay frustrates Michael and disrupts his plans, resulting in a negative experience with the bank's customer service.

Expertise:

Michael, hoping for expert assistance, finally connects with a customer service representative after a long wait. However, the agent lacks the necessary product or service knowledge to resolve Michael's issue. Frustrated, Michael is transferred to another department, prolonging his ordeal and escalating his frustration. He wonders why he bothered waiting for assistance in the first place if he's just going to be passed around without a resolution.

Personalization:

Returning to Christine, the food truck owner, she goes above and beyond to personalize the customer experience. Christine provides tailored service to prospective, current, and past customers alike.

On the flip side, imagine a generic, impersonal interaction where the cashier at a fast-food chain robotically takes orders without any personal touch. Customers feel like just another number in the system, leading to a lack of connection and diminished satisfaction.

Visual Mockups

For the eLearning course, I created visual mockups to illustrate these scenarios in Adobe Photoshop and Articulate Rise 360. By cropping and editing images for clarity and compatibility, I created engaging visuals that reinforce the importance of friendliness, timeliness, expertise, and personalization in customer service. Adding visuals helps make the content clearer and more memorable. Mayer’s Multimedia Principle shows that people learn better when words and pictures are combined instead of using words alone. This enhances the learning experience by making the content more engaging, relatable, and easier to remember.

Visual Storyboard

We agreed on the visual design, so I combined the text-based storyboard with the visuals to make a visual storyboard. This approach ensures alignment with the ADDIE model, specifically in the design and development phases, where we map out content flow and visual elements. Here's what I included: each scene is aligned with learning objectives, and visual elements are used to support cognitive load theory by chunking information into digestible segments, enhancing retention and engagement.

SAlesforce (crm) basics (e-learning)