Executive Summary

The objective of this project was to improve the customer de-escalation training program for customer service agents at a leading national airline.  The existing program mainly relied on text documents with limited interactive features, leading to low information retention rates.  As a result, many customer service agents would skip de-escalation techniques and quickly escalate issues to supervisors.

Challenge

The current training materials lacked sufficient information for customer service agents and was presented in a passive format.  As a result, many agents found the content uninteresting and difficult to retain.  This resulted in employees not following the LAST model, requiring supervisors to intervene frequently during customer interactions that agents should have been able to manage on their own.

Solution

To overcome these challenges, I devised an interactive eLearning module with engaging features using Articulate Storyline and Clipchamp for audio narration.  In the past, training sessions involved face-to-face interactions with customer service representatives, who participated in scenario-based role-playing.  The update program merges actual scenarios with clear branching narratives, enabling learners to actively address issues and receive feedback on their decisions.  This method reinforces essential principles of customer management and conflict resolution.

Results

Anticipated results involve decreasing the necessity for customer service supervisors to step in during customer interactions and enhancing customer satisfaction levels.