Customer Service Training Video
I used Powtoon to make a web-based slideshow of the instructional material for customer service training in feedback handling.
Overview
Need
Effective management of negative customer feedback on social media is vital for retail businesses to retain their customer base. However, the performance analysis has shown that negative customer feedback has significantly contributed to a decline in sales due to a lack of proactive response from customer service representatives. Therefore, it is essential to provide instructions to improve the handling of customer feedback and enhance customer service performance.
Learner
The trainees attending this onboarding session are new employees in the customer service department. As they are new to this role, they may not have much experience in dealing with negative feedback posted on social media.
Goal
At the end of this training, the customer service representatives will be able to identify five steps in handling customer feedback.
Strategy
- Scenario-Based Learning: I started the slideshow with a scenario where a problematic situation occurs to motivate the learners to learn the solutions to the problem. Then, I introduced the learning objective of the slideshow, which is to identify the problem-solving strategies.
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- Sequence of Actions: I organized the content of instruction into five steps of action so the new information could be processed more easily for the learners.
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- Multimedia Principle: According to Mayer and Clark (2017), people learn better when given a combination of texts and visuals. I have incorporated relevant visual elements to enhance the meaning of the training content.
Material
Powtoon was used to make a slideshow-based training material that can show the sequential steps of actions in customer feedback handling. Powtoon has many great visual elements that can be used to create friendly training materials, such as 2D animation characters and objects related to the learner's performance context.
Visual Consideration
Limited Color Scheme
I used a limited number of colors as a color scheme so that it can create a balance in the slide and highlight the content maintaining visual attraction.
Unify Characters
I chose a simple sketch version of people among many other characters offered by Powertoon so the added visual elements can be as simple as possible. I believe using human characters as visual elements would be suitable to enhance learner engagement.
Clear Layout
I made sure the layout of textual elements and visual elements did not overlap with each other so it could clearly deliver the meaning of the slide. Also, I used a limited number of layouts in the material so it can have a sense of coherence throughout.
Formative Assessment
Halfway into making three slides, I noticed that the texts were hardly legible due to the bouncing effect, which was very distracting. I decided to focus on the learning outcome of this slideshow, which is for the learners to identify the strategies. To reach the outcome, the content needed to be as simple and accessible as much as possible. I went back to the previous slides full of shiny, bouncy texts and made them all flat, only keeping the keywords bouncy so they could be highlighted. I unified the fonts as well so the slides could be coherent and stable without distracting the learners.
Summative Assessment
"The slides were visually captivating, and I was able to point out the strategy in a certain step of action."
- Learner A in Customer Service
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"The characters on the slide were a good choice since their actions helped them understand the content. The problem-solution narrative was helpful in understanding the content as well."
- Learner B in Customer Service