This project focused on enhancing the customer de-escalation training program for airline customer service agents. With customers displaying heightened aggression, it is crucial for airport customer service agents to possess de-escalation strategies and techniques to handle customer tensions effectively.
Collaborators
IDOL Community
Challenge
Numerous newly recruited customer service agents are hired without prior experience in customer service. Frequently, when a customer starts to become agitated during an interaction, these agents tend to freeze and quickly seek their supervisor's help to handle the situation.
Solution
To address these challenges, an interactive training session was developed. This course would be given after the employee has completed the eLearning course. The ILT focuses more on Doing and Reviewing the material. This in-person training course would be facilitated by an experienced customer service agent or supervisor. Participants are given the opportunity to interact with one another throughout the training. They develop statements for each step of the LAST model and are given the opportunity to role play real-life scenarios and are provided with feedback. The employees would leave with a plan in place.
Results
The expected outcomes with be increasing the confidence level of newly hired customer service agents, thus reducing the need for customer agent supervisors to intervene during customer interactions. This in turn would lead to an increase in customer satisfaction.
Type: Custom ILT course
Client: Personal Project
Date: July 2024
Canva
Microsoft Co-Pilot
Graphics
Storyboarding
AI
The project began with a rough outline I sketched in Canva. I used it to map out the full learner experience—from start to finish—making sure each step in the customer de-escalation process was clearly laid out. My goal was to visualize how everything would flow together, so learners could move through the training with a focus on practice and feedback.
After sketching out the initial outline in Canva, I moved into drafting a written storyboard to map out each design point in detail. From there, I created a script for every slide, making sure each step was clearly defined. This helped me stay organized and ensured the training would guide learners through each step seamlessly.
Once the storyboard was complete, I jumped into course development using Canva. I sourced, created, and edited all the graphics using a mix of shapes and images, tailoring each visual to enhance the learning experience and keep things cohesive. Once the slide deck as completed, I used the same theme to create a Facilitator Guide and Participant Guide.
All training materials were created in Canva.
Select image to view Facilitator Guide
Select image to view Participant Guide
