eLearning Development

This eLearning course was developed for customer service call center agents of an online jewelry store. 

Tools: Articulate Rise

Time: 2 weeks

Client: Jewelry Unlimited

The Problem: Jewelry Unlimited, a fictitious online jewelry store, began conducting short customer surveys of interactions with call center agents in order to identify areas in need of improvement. The feedback from customers showed that the call center agents did not do a good job of listening to the customer's concerns and responding with empathy. 

Upon further analysis, I found that call center agents did not respond effectively to the customer's emotions around their jewelry. The items of jewelry were often gifts and objects of sentiment, and the customers did not feel that the agents cared about the problem with their jewelry. The agents seemed focused on providing a solution as quickly as possible, but at the expense of customer satisfaction. 

Solution: To solve the problem, I proposed the creation of an eLearning course featuring short lessons and scenarios where customer service agents could understand and explain the qualities of active listening and practice using the appropriate active listening technique in response to a customer.

Results: Creating this eLearning course was an incredible opportunity to build my elearning development skills while tying together my professional experience in sales and customer service and curriculum developement and instruction. With a background in jewelry sales, I understand the unique needs of jewelry customers and how important a personal touch is for them. My experience as an educator gave me the foundation I needed to develop a meaningful learning experience. Some of my key takeaways:

Invest time and a detail-oriented mindset in the planning and design phase to save time and effort in the development phase. The old adage: measure twice, cut once, speaks volumes in this instance.

Lead with curiosity. Continuing to learn, solve problems, and staying curious are crucial skills I have honed in my past professional experience that I was able to leverage in this line of work. From understanding complex business needs to learning new technology and staying up-to-date with changing instructional design trends and AI developments, maintaining a growth mindset is key.