Business Problem: Southern Soul needs to address significant deficiencies in the quality of customer service among front-line employees. There is an urgent need to identify the root causes of poor service and implement effective strategies to empower these employees. By doing so, Southern Soul aims to enhance overall customer satisfaction, ensure an unforgettable and enjoyable experience, and encourage customers to return consistently.
The Ask: Design a learning experience that allows employees from various shifts to explore effective customer service strategies and apply their knowledge in realistic, simulated scenarios relevant to their daily tasks.
Solution: This course is designed to equip learners with an understanding of five-star customer service principles. It includes insights from successful companies, practical work-based scenarios for hands-on practice, and opportunities to test comprehension through knowledge checks and a final quiz.
Tools Used
- Storyline 360
- WellSaid Labs for narration
- Synthesia (video at beginning and end of course)
Project Deliverables
- Storyline file
- Design Document
- Storyboard
Project Features
- Layers to show different information when the learner clicks.
- States to allow learners to hover over objects and to change colors when objects are clicked.
- Scenarios for situations encountered in the restaurant industry.
- Number variables for calculations to add badges earned.
- Markers for learners to click to review information.
- Interactions to highlight text to align with narration to keep learners engaged.
- Hotspots for learners to click for scenario choices.
- Short videos featuring owner to personalize course for learners.