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Business Problem: Customer service representatives do not always write professionally when communicating with customers, resulting in low customer satisfaction scores and survey ratings.
The Ask: Create a learning experience to equip learners with strategies to write professionally to ensure a delightful customer service support experience. Integrate real-world scenarios to help learners apply knowledge of professional writing strategies they will use when interacting with customers.
Solution: This course is designed to provide learners with knowledge of professional writing strategies, including examples, and offer opportunities to engage in practical exercises using workplace scenarios. Through these exercises, learners will gain proficiency in responding to a variety of customer inquiries they are likely to encounter in their daily workflow.
Tools Used
- Rise 360
- Storyline 360
- Vyond (video)
Project Deliverables
- eLearning course in Rise
- Design Document (Course Plan)
- Job Aid– Professional Writing
Project Features
- Persona of ambassador (Valarie), used throughout course to highlight important information.
- Interactive Storyline scenario that uses JavaScript to simulate Teams messages for learner to practice professional writing.
- Drag and drop for matching interaction to assess learner understanding.
- Work based scenario for learners to apply knowledge.
- Video (with closed captions) to reinforce course content and engage learners.
- Key takeaways to review important course information.
- Graded quiz to assess mastery of content and track in LMS.