Instructor-Led & Virtual Training Design
Virtual Instructor-Led Training: Empathy in Customer Service
📝 Project Overview
Title: Empathy Skills for Customer Service Practitioners
Type: Virtual Instructor-Led Training (VILT)
Target Audience: Customer service representatives
Role: Instructional Designer, Graphic Designer
Tools Used: Canva, AI Content Tools, MS Word
🚩 The Challenge
Customer service practitioners struggled with demonstrating empathy during customer interactions, leading to poor customer satisfaction survey results.
Their inability to apply empathetic communication affected the company's overall service reputation.
💡 The Solution
I designed and developed a Virtual Instructor-Led Training (VILT) session focused on the effective use of empathy in customer-facing scenarios.
Key Features:
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🧠 Scenario-Based Learning
Real-world examples illustrating how empathy shifts customer interactions. -
🎬 Visual Slide Decks
Clean, engaging slides built in Canva to keep virtual audiences focused and stimulated. -
🎯 Actionable Techniques
Practical empathy strategies participants could immediately apply in daily customer conversations.
✅ The training was designed to fit strict time constraints, maximize learner engagement, and deliver targeted behavior change.
📈 Lesson Learned
Designing VILT requires precise time management, tight content curation, and deep audience empathy.
Researching the topic thoroughly and streamlining every interaction point ensures the training remains lively, relevant, and within the delivery window.