This section provides a walkthrough of my Storyline sample.
Course Overview
Course Title: Effective Complaint Handling
Course Type: Self-paced eLearning (fictional project)
Duration: 2 hours
Target Audience: Customer service representatives, frontline employees, and managers
The Problem
Organizations struggle with handling customer complaints effectively, leading to customer dissatisfaction, negative reviews, and service failures. Many frontline employees lack the skills to recognize, de-escalate, and resolve complaints professionally, resulting in lost business and reputational damage.
This course provides a structured approach to complaint resolution, ensuring employees can effectively respond to customer concerns, build trust, and improve service quality.
Details Section
Details
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Type: Custom eLearning
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Client: Demo Project
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Date: August 2024
Tools
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Articulate Storyline 360
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PowerPoint
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Canva
Skills
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Instructional Design
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Storyboarding
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Scenario Design
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Graphic Design
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eLearning Design
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Assessment and feedback strategy
The Design Process
Initial design
Needs Assessment
A thorough needs assessment was conducted to identify key gaps in customer complaint resolution.
Identified Gaps
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Employees struggle to recognize what constitutes a complaint.
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Limited understanding of active listening and customer empathy.
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Inconsistent responses to complaints across teams.
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Complaints escalate due to lack of structured problem-solving.
Learning Objectives
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Define complaints and differentiate them from general feedback.
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Demonstrate active listening and apply empathy in interactions.
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Ensure consistency in service responses and complaint resolution.
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Apply structured resolution techniques to prevent escalation.
My mapping helped structure the course to target key challenges with practical, interactive learning solutions.
Storyboarding
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A text-based storyboard was developed to guide the course structure and gain buyin from stakeholders and speed up the development kof the project.
The course was structured around real-world challenges in complaint handling. The learning experience was designed to:
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Help learners recognize complaints and differentiate them from customer feedback.
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Encourage active listening and empathy to improve interactions.
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Introduce structured resolution methods to de-escalate situations effectively.
By integrating scenario-based learning, guided interactions, and knowledge checks, learners engage with practical, real-world situations that improve their problem-solving and decision-making skills.
Solution
I created a custom eLearning course focused on techniques that strengthen effective complaint handling. It had a nice mix of insights reinforced by real word scenarios.
The course incorporates:
✔ Scenario-Based Learning – Realistic case studies to guide decision-making.
✔ Click-to-Reveal Interactions – Engages learners with key insights into complaint handling.
✔ Drag-and-Drop Problem-Solving Activities – Reinforces structured resolution techniques.
✔ Guided Feedback – Ensures learners understand correct responses and best practices.
Results
Building an effective complaint-handling training required:
📌 Realistic scenarios to enhance learner engagement.
📌 Interactive elements to reinforce key concepts.
📌 Step-by-step resolution strategies to ensure practical application.
Providing clear guidance, structured training, and interactive exercises ensures employees feel confident and capable in managing customer complaints professionally.