Portfolio

Managing Difficult Customers

Learn how to apply practical strategies to deescalate angry customers.

Customer service agents need to be equipped to handle a wide variety of situations and interactions. When a customer calls, agents never know what problems or questions the customer might throw their way.

This course is designed to help customer service agents learn how to deescalate an angry customer.

I designed this scenario-based eLearning course in Articulate Storyline to demonstrate how branching scenarios can be used to simulate a customer interaction.

VIEW THE COMPETE PROJECT

Details

Type: Custom eLearning Development
Client: Demo Project
Date: November 2022

Tools

Articulate Storyline
PowerPoint

Skills

Storyboarding
Graphic Design
eLearning Development

The Design Process

Inital Design

The initial design of this project started as a rough outline, which I created in Miro. Because I knew designing a branching scenario would be complex, I created this outline to visualize the flow of the total learner experience, including each decision point, the correct / incorrect feedback, and potential outcomes.

Storyboarding

After creating a high-level outline in Miro, I transitioned into drafting a written storyboard to outline each decision point, the agent / customer conversations, along with the scenario options and feedback.

Development

Finally, given the complexity of the branching scenario I storyboarded, I decided to develop the course in Articulate Storyline. I sourced, created, and edited all of the course graphics using the stock images and shapes available in PowerPoint.