The challenge: Learners (customer service representatives) choose a character and type a response to explain how they will resolve a customer’s IT issue using the Ask, Listen, and Advise method.
The process: As part of an e-Learning course, learners practice using the Ask, Listen, Advise method by typing how they would respond in a given scenario they are likely to encounter in their daily workflow.
The solution: This interaction is included in the middle of a Rise course for customer service representatives that work in a call center resolving customers IT/computer issues. This interaction allows learners to practice using the Ask, Listen, Advise method to provide a delightful customer service support experience.
Project Features
- Layers to show different information when the learner clicks.
- States to change colors when objects are clicked.
- Variables are used for learners to submit a response and then see an example answer, allowing learners to self-assess and get immediate feedback.