Customer Service Training
Customer Service Training
Embedded Files
I created a course on customer service for franchise staff that combined ILT and online sessions using a scenario-based approach. The course aims to teach key customer service protocols and how to handle customer complaints according to the franchise's brand standards.
I created a course on customer service for franchise staff that combined ILT and online sessions using a scenario-based approach. The course aims to teach key customer service protocols and how to handle customer complaints according to the franchise's brand standards.
Tools used in development
Tools used in development
Rise (Articulate suite): Interactive scenario exercise
PowerPoint: Training slides for ILT
Word: Participant and trainer manual
Canva: Job aid for participants
Tasks undertaken
Tasks undertaken
Training Needs Analysis with audience (store personnel), store owners and SMEs (HQ marketing and customer experience staff)
Content Design and Development of ILT and eLearning modules
Delivery of Training to store personnel of ILT module
Upload to LMS of eLearning module, user enrollment
Course Material Samples
Course Material Samples
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