Overview
This is a scenario-based online training for the Customer Support (CS) staff at the global cosmetic brand Pure’am. Following consultations with the SME (the creative director of Pure’am, Ms. Lee), I have developed an training module that CS staff can learn online communication strategies with real-world conversations so they can skillfully address the most frequent tickets and respond to customers with care.
Audience
Customer Service (CS) team of Pure’am who struggle with difficult customer interactions
Responsibilities
Instructional Design, eLearning Development, Visual Design, Storyboarding, Action Mapping, Prototyping
Tools Used
Articulate Storyline, PowerPoint, Canva, Figma, Mindmeister, Coolors
Problem and Solution
The client brought up issues she noticed with the customer support team. The team has been receiving an influx of similar customer inquiries that many associates struggle to resolve. Along with the common The most common are complaints that discount codes were not received in email inboxes and confusion over custom duties. Customers from Canada and Europe often mistakenly assume the company covers these fees for their purchases. When customers discover they must pay unexpected customs duties themselves and cannot afford them, they frequently request returns. Managing these returns is challenging, as it either financially burdens the company to pay or results in discarded items. This understandably leads to customer dissatisfaction over unexpected fees and potentially negative experiences. Targeted staff training is needed to better explain shipping policies and interact respectfully with customers facing some issues.
Process
Based on consultation with the subject matter expert (SME), scenario-based training was determined to be the ideal method for addressing these customer support issues by simulating real-world experiences. I led the design process by:
- Defining overall learning goals and creating an action map to visualize the user journey
- Storyboarding various pathway scenarios and dialog trees
- Establishing the visual style and tone of voice to use
- Rapidly building and testing an interactive click-through prototype
- Developing the final immersive training program based on feedback