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Sales Employee Customer Service Training

Challenge

Customer reviews have shown a lower than average rating and cited dissatisfaction with the service provided by sales employees.

Assistant managers have also highlighted concerns about inconsistencies in customer service approaches among sales employees.

Solution

Create an online asynchronous customer service training course incorporating:

  • Role-playing scenarios to enhance effective communication and listening skills.

  • Visual aids and interactive elements for employee engagement.

  • Formative and summative assessment supplemented with actionable feedback for knowledge retention.

  • Accessibile in both desktop and mobile format to accommodate employees with flexible schedules.

My Role

  • Identify assessment methods for reviewing sales employee performance metrics and quality of interactions.

  • Develop content material based on the target audience and the primary objectives of the business.

  • Facilitate collaborative discussions with assistant managers about specific strategies to evaluate changes in sales employee customer service performance and engagement.

  • Collect quantitative insights from the online asynchronous training course and qualitative reports from assistant managers to assess the training's effectiveness.

Impact

  • Sales employees will achieve positive customer interactions by improving their skills to manage customer concerns and resolve issues effectively through role-playing scenarios.

  • Employees will learn to resolve customer complaints more efficiently, reinforced by formative and summative assessments with actionable feedback.

  • Assistant managers will report sales employees' on-the-job performance based on quality of customer engagement and customer reviews to assess behavior changes.

  • The course will be accessible on both desktop and mobile formats, accommodating employees with flexible schedules and ensuring that all have the opportunity to engage fully with the training content.

Reflection

I believe it is vital to design training in a way that supplements the learner's exisiting skills without making the experience feel demotivating. I wanted to avoid the pitfall of turning learners into passive recipients of knowledge. This is particularly important since the primary assessment method is observation in the actual sales environment, where the real application of the learned skills could be evaluated.

Project information

  • Software: Articulate Rise 360
  • Category: Learner Support Material
  • Est. Completion Time: 30 minutes
  • User must interact with content blocks before continuing
  • Lessons must be completed in order
  • Requires 80% to pass
  • Re-try attempts available
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