Time for an Oil Change

Explanation:

For my eLearning course, I focused on communication skills training. Scenario-based learning naturally fits into interpersonal communication skills training. Branching scenarios can efficiently imitate sales and customer service dialogue, communication between managers and their teams, doctors and patients, and many other combinations (Kokoulina, 2019). By offering this form of eLearning course with branching scenarios, it allows learns to apply knowledge to a realistic setting and get instant feedback. In this course, the learner is an automotive customer service representative and it’s their job to ensure that the customer is having a pleasant experience while waiting for their car to have an oil change. It is important for the learner to know how to handle different types of situations and customers, especially when there could be an issue that could arise that would need immediate attention.

This scenario is based in a car dealership and the new hire must undergo customer service training for the automotive service department before they are allowed to interact with customers. The module focuses on decision-making and communication skills when trying to answer questions and provide information to a customer. The learner will experience a customer who is there for an oil change. She wants to know how long it will take for her car to be ready. Once the time passes, the customer becomes upset because her car still isn’t ready, and it is up to the learner to provide a response that both informative and will calm her down. Later, while the car is being serviced the mechanic notices that the brakes are worn and informs the learner that they will need to tell the customer. Once the learner chooses an answer, feedback will be immediately provided, so that they will understand the reasoning behind each answer.