Tool: Articulate Storyline 360
Type: Interactive Scenario-Based Training
Target Audience: Customer Service Employees (Retail or Healthcare)
Format: Self-paced simulation with branching dialogue
This interactive simulation is designed to train customer service employees on how to professionally and effectively manage challenging customer interactions. Learners step into the role of a frontline representative and respond to a series of realistic customer complaints using empathy, problem-solving, and de-escalation techniques.
Learner choices are tracked using variables, and performance feedback is delivered throughout the simulation. The experience ends with a personalized outcome based on how well the learner handled the situation.
Apply empathy and active listening in customer interactions
Recognize tone and language that escalate or de-escalate tension
Practice decision-making in high-pressure scenarios
Reflect on outcomes and improve communication skills
Branching logic based on learner decisions
Realistic characters and background from Content Library 360
Immediate layered feedback for each choice
Final outcome slide with conditional messaging
Replayable experience with “Try Again” option
Instructional design (scenario-based learning)
Articulate Storyline 360
Visual design and character interaction
Variable tracking and conditional triggers
Learner engagement strategies
Writing effective feedback and outcomes
Watch a short walkthrough of the full interaction:
[Loom Video Walkthrough]
https://www.loom.com/share/f19cd7a40c024858b80735d40ca80e3c?sid=c4741cc1-2dc4-4730-89be-fd75a1bb9c9a