Audience: Any employees that work in customer service, or work with customers

Business Problem and Solution: Employees working with customers will at times encounter customers that are upset over a service or product, or customers that cannot make a decision about a product or service. This course was designed to give employees strategies for working with angry and indecisive customers.

Highlights:

• Engaging activities incorporated throughout

• Chunked Content

Process: This course was developed by using Visme to create a PowerPoint deck for trainers to use. This course also includes engagement activities such as an ice breaker, digital whiteboards, breakout rooms, and mini assessment to engage learners and evaluate effectiveness of the course. This course was developed using the ADDIE model to create a course that is informative and engaging. Customer service is a major factor in any business and engaging with customers that are upset takes certain skill set. Using that information I developed and designed a course that reinforces customer service skills, and then explains how to use those skills with angry or indecisive customers. Throughout the process, I implemented feed back from other instructional designers to create a fully developed course that could be implemented in person, or via an online platform. 

Tools Used:  Visme

Facilitator's Guide:  Mastering Customer Service Excellence: How to Handle Dissatisfied Customers

Audience: Facilitator and Producer for training

Business Problem and Solution: Employees working with customers will at times encounter customers that are upset over a service or product, or customers that cannot make a decision about a product or service. This course was designed to give employees strategies for working with angry and indecisive customers.

Highlights:

• Speaking Points for each slide

• Pre-Training list to prepare for training

• What the producer and facilitator should be doing for each slide

Process: This facilitator's guide was developed to go along with my customer service PowerPoint presentation. The facilitator guide was created to explicitly walk the facilitator and producer through everything they need to do before, during, and after the training in order to be successful. It was designed to be clear and have concise information for each slide.

Tools Used:  Microsoft Word, Visme

Facilitator's Guide:  Mastering Customer Service Excellence: How to Handle Dissatisfied Customers