Explanation

For my eLearning course, I focused on customer service skills training in retail. The trigger event in this scenario-based learning (SBL) is on the first screen that explains the importance of customer service training and sets a realistic stage for the scenario by making the learner the manager of a department store named Twenty-Two. Each role-playing scenario is tailored to a specific type of customer-service situation.

This SBL was designed with customer service in mind in particular, working with customers in retail. Back in high school, I worked at a department store part-time, while there I experienced every type of customer possible. I feel that this type of training is essential when it comes to employee onboarding, so that they will be prepared when a customer asks a specific question regarding to an item in the store or if the employee experiences an unhappy customer. They need to know how to properly handle the situation while providing the best customer service possible. You will be surprised how many major companies haven’t invested in some form of customer service training for their new hires. Many new hires make avoidable customer service mistakes that typically jeopardizes a relationship that the store could have established with the customer.

The Task Model was implemented throughout this training because the learners need to have the confidence to figure out proper methods of communication when dealing with specific customers. They need to be able to craft their own responses as well as have the ability to deescalate situations when handling the various customer service situations. They will need to have the ability to take what they learned throughout the training and apply it to different real-world situations that they will experience while working at a department store.