Chantal Forssman
Learning Designer
Learning Designer
Prototype: A Practical Guide to a Better Customer Service Process
About this project:
A concept eLearning module I developed using Articulate Storyline and Vyond.
This is a scenario-based eLearning project designed and developed for a fictitious company “Go Travel”. The intention is to assist Client Service Representatives (CSRs) to respond professionally to various types of customer complaints, which should consequently lead to performance improvement in order to meet business goals.
The Problem:
“Go Travel,” a travel booking service provider, observed a decline in its business due to unhappy customers who were not returning for repeat business (churn). The company’s reputation was suffering from negative customer reviews online. As a result, the organisation decided to take measures to enhance the way their staff handles clients and sought external assistance.
The Solution
After careful analysis with the client, we determined that the problem originated with the customer service representatives (CSRs) not responding to customer complaints in a timely or empathetic manner. I proposed a scenario-based e-learning module to create a risk-free environment for the CSRs to practise their skills and experience the consequences thereof.Interactive Prototype
I used Articulate Storyline to develop a prototype for gathering feedback on functionality and development. I built the prototype based on the first scene only, including its actionable options and feedback screens. Animations, sound, and a customer satisfaction score bar were added to the prototype.
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Chantal Forssman | Learning Designer
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