Building Strong Customer Bonds
The training project focuses on scenario-based exercises designed for customer support staff within a fictitious IT company. The objective is to assist staff in cultivating effective strategies for engaging in productive and satisfactory email interfactions with customers, especially in situations involving communication barriers.
Experience ProjectDetails
- Audience: For new team members in customer support and individuals encountering difficulties with challenging customer interactions
- Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboarding, Action Mapping, Prototyping
- Tools Used: Articulate Storyline 360, MindMeister, Google Suite
Action Mapping
I identified specific weaknesses within the support team, and addressed these weaknesses by simulating the customer support experience. I proceeded to design a course by outlining goals using an action map, storyboarding pathways leading to different outcomes, establishing a visual style and tone of voice, creating and testing an interactive prototype, and finally developing the end product.
Visual storyboard
Based on actual customer emails, I devised five interaction scenarios. For each scenario, I crafted an optimal response along with two "incorrect" ones, presenting learners with three choices. To enhance the experience, I introduced a 'trainer' character named Krish who provides hints and feedback, simulating the consultation process with a real trainer.
Moreover, I incorporated realistic customer replies triggered by each response option. These replies not only assess the appropriateness of the chosen response but also evoke emotional responses, further engaging the learner in the training process. The learner receives customer rating report at the end of each scenario encouraging to score more rating to achieve desired result. Furthermore, I have attached a checklist at the end of the course for reference.
Features
Custom Animation, Prescriptive Feedback, Gamification -Customer review page, Customer Satisfaction Reports, Scenario Branching