Time in Development: 4 Hours

My Role: Content Script Writer

Tools Used: Canva, Google Docs

Wrote sample script for IT customer service training on active listening. Created one page hand out activity that goes with the video script.

Challenge

• Create a two minute video script for an IT Specialist customer service training along with a accompanying infographic.

Solution

• After researching several customer service essentials, I decided that this training should focus on active listening as this method contains several elements that creates a positive customer service experience.

• I used the backwards design method and created the infographic first. I wanted to make this interactive so that the learner could connect with the content and understand the "why" behind the training.

• I wrote the script after creating the infographic activity. I wanted to have an interesting introduction to capture the learner's attention by quoting customer reviews and why those matter.

Result- IT Specialists will be able to apply active listening techniques to provide positive customer service experiences.