Custom eLearning Design | Articulate Storyline 360 | Instructional Design and Scenario Development
📝 Course Overview
Course Title: Effective Complaint Handling
Type: Self-paced eLearning (fictional project)
Duration: 2 hours
Target Audience: Customer Service Reps, Frontline Employees, Managers
Tools Used: Articulate Storyline 360, PowerPoint, Canva
Skills Applied: Instructional Design, Storyboarding, Scenario Design, eLearning Development, Assessment Strategy
🚩 The Challenge
Organizations struggle with handling customer complaints effectively, leading to 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 harm.
💡 The Solution
Key Features:
-
🧠 Scenario-Based Learning — Realistic case studies guiding decision-making.
-
🖱️ Click-to-Reveal Interactions — Engages learners with key insights.
-
🔄 Drag-and-Drop Problem-Solving — Reinforces structured techniques.
-
🎯 Guided Feedback Loops — Ensures understanding of best practices.
📈 The Results
I created a custom eLearning course that blends real-world scenarios with structured learning techniques to strengthen effective complaint handling skills.
Building an effective complaint-handling training required:
📌 Realistic, relatable scenarios to enhance learner engagement.
📌 Interactive elements to reinforce key concepts and maintain attention.
📌 Structured resolution strategies to ensure learners could apply skills immediately.
Providing clear guidance, structured training, and interactive exercises ensures employees feel confident and capable in managing customer complaints professionally.
🛠 The Design Process
🔍 Needs Assessment
A thorough needs assessment revealed critical gaps:
-
Difficulty recognizing customer complaints.
-
Limited skills in active listening and empathy.
-
Inconsistent complaint responses.
-
Frequent escalations due to lack of structured techniques.
🎯 Learning Objectives
The course was mapped to directly address these gaps:
-
Define complaints vs. general feedback.
-
Apply active listening and empathy.
-
Deliver consistent, structured responses.
-
Prevent escalation through structured resolution methods.
📝 Storyboarding
A detailed text-based storyboard was developed to:
-
Map real-world complaint challenges into learning paths.
-
Introduce active listening and empathy-building techniques.
-
Scaffold structured problem-solving methods.
-
Build scenario-driven engagement, knowledge checks, and guided feedback moments.