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E-Learning Challenges
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Share Your Customer Service Training Examples #494

DavidAnderson's avatar
DavidAnderson
Staff
2 months ago
You know what’s a skill that never goes out of style? Great customer service. Whether you’re working directly with customers or just trying to keep the peace with your coworkers, knowing how t...
Updated 2 months ago
Version 2.0
CydWalker_mwhc's avatar
CydWalker_mwhc
Community Member
2 months ago

Greetings everyone!

Here's a patient experience example regarding De-escalation training. This example uses a set of characters I reuse for scenario training in a hospital setting. Sometimes I hear people mention and recognize seeing "Josie" before.

Here with Josie and the Case of the Upset Patient, CNAs (Certified Nursing Assistant), make decisions on handling an upset patient by making choices along with consequences. See in action with handing an upset patient.

  • ThierryEMMANUEL's avatar
    ThierryEMMANUEL
    Community Member
    2 months ago

    The script is very dynamic, and a great deal of work has gone into managing the questions/answers/feedbacks, Cyd. Behind the apparent simplicity of the layout, there's probably the most successful use of SL characters (casting and posing) I've seen in a long time.

    • CydWalker_mwhc's avatar
      CydWalker_mwhc
      Community Member
      2 months ago

      Thank you Thierry for your thoughtful comment! I enjoy making the decision based scenarios and working with SMEs to make them what they may encounter.

  • MeredithEspo923's avatar
    MeredithEspo923
    Community Member
    2 months ago

    I love how you used a real scenario and engaged the learner by interacting with the content! Bravo. 

    • CydWalker_mwhc's avatar
      CydWalker_mwhc
      Community Member
      2 months ago

      Thank you Meredith!

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#494","id":"message:1216860","revisionNum":3,"repliesCount":21,"author":{"__ref":"User:user:50280"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Blog:board:e-learning-challenges"},"conversation":{"__ref":"Conversation:conversation:1216860"},"messagePolicies":{"__typename":"MessagePolicies","canPublishArticleOnEdit":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.forums.policy_can_publish_on_edit_workflow_action.accessDenied","key":"error.lithium.policies.forums.policy_can_publish_on_edit_workflow_action.accessDenied","args":[]}},"canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"contentWorkflow":{"__typename":"ContentWorkflow","state":"PUBLISH","scheduledPublishTime":null,"scheduledTimezone":null,"userContext":{"__typename":"MessageWorkflowContext","canSubmitForReview":null,"canEdit":false,"canRecall":null,"canSubmitForPublication":null,"canReturnToAuthor":null,"canPublish":null,"canReturnToReview":null,"canSchedule":false},"shortScheduledTimezone":null},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:1216860"},"teaser@stripHtml({\"truncateLength\":200})":"","body@stripHtml({\"truncateLength\":200})":" \n You know what’s a skill that never goes out of style? Great customer service. \n Whether you’re working directly with customers or just trying to keep the peace with your coworkers, knowing how t...","body@stringLength":"5771","rawBody":"\n

You know what’s a skill that never goes out of style? Great customer service.

\n

Whether you’re working directly with customers or just trying to keep the peace with your coworkers, knowing how to handle difficult conversations is a big deal.

\n

But the time to practice these conversations isn’t when the stakes are real. That’s why customer service training is one of the most popular types of e-learning training.

\n

E-learning makes it easy to practice in a safe, low-risk setting. With practice scenarios and activities, learners can make decisions, see the outcomes, and fine-tune their skills before they ever face real-world challenges. And that’s exactly what this week’s e-learning challenge is all about.

\n

🏆 Challenge of the Week

\n

This week, your challenge is to design a customer service training example. You can focus on any area of customer service you like, and you’re welcome to reuse previous examples you’ve shared. We want to see how you’re designing customer service training.

\n

✨ Need inspiration?

\n\n

Looking for a topic angle or content ideas? The Rise course templates are a great place to start:

\n\n

✨ Share Your E-Learning Work

\n\n

🙌 Last Week’s Challenge:

\n

Before you serve up this week’s challenge, check out the business games and simulations your fellow challengers shared over the past week:

\n\n

Business Games & Simulations RECAP #494: Challenge | Recap

\n

👋 New to the E-Learning Challenges?

\n

The weekly e-learning challenges are ongoing opportunities to learn, share, and build your e-learning portfolios. You can jump into any or all of the previous challenges anytime you want. I’ll update the recap posts to include your demos.

\n

Learn more about the challenges in this Q&A post and why and how to participate in this helpful article.

\n

📆 Upcoming Challenges

\n

Challenge #495: TikTok style learning videos. Sure, we tackled this challenge two years ago, but it’s still one of the most popular topics. With all the buzz around TikTok lately, now feels like the perfect time to revisit it.

","kudosSumWeight":0,"postTime":"2025-02-14T03:20:16.597-08:00","images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDE","node":{"__ref":"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXcwNkxqOQ?revision=3\"}"}},{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDI","node":{"__ref":"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXM4NHJDVA?revision=3\"}"}},{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDM","node":{"__ref":"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLU03ZE1VQw?revision=3\"}"}}],"totalCount":3,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"rawTeaser":"","introduction":"","coverImage":null,"coverImageProperties":{"__typename":"CoverImageProperties","style":"STANDARD","titlePosition":"BOTTOM","altText":""},"currentRevision":{"__ref":"Revision:revision:1216860_3"},"latestVersion":{"__typename":"FriendlyVersion","major":"2","minor":"0"},"metrics":{"__typename":"MessageMetrics","views":1088},"visibilityScope":"PUBLIC","canonicalUrl":"","seoTitle":"","seoDescription":null,"placeholder":false,"originalMessageForPlaceholder":null,"contributors":{"__typename":"UserConnection","edges":[]},"nonCoAuthorContributors":{"__typename":"UserConnection","edges":[]},"coAuthors":{"__typename":"UserConnection","edges":[]},"blogMessagePolicies":{"__typename":"BlogMessagePolicies","canDoAuthoringActionsOnBlog":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.blog.action_can_do_authoring_action.accessDenied","key":"error.lithium.policies.blog.action_can_do_authoring_action.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"revisions({\"constraints\":{\"isPublished\":{\"eq\":true}},\"first\":1})":{"__typename":"RevisionConnection","totalCount":3},"body":"\n

You know what’s a skill that never goes out of style? Great customer service.

\n

Whether you’re working directly with customers or just trying to keep the peace with your coworkers, knowing how to handle difficult conversations is a big deal.

\n

But the time to practice these conversations isn’t when the stakes are real. That’s why customer service training is one of the most popular types of e-learning training.

\n

E-learning makes it easy to practice in a safe, low-risk setting. With practice scenarios and activities, learners can make decisions, see the outcomes, and fine-tune their skills before they ever face real-world challenges. And that’s exactly what this week’s e-learning challenge is all about.

\n

🏆 Challenge of the Week

\n

This week, your challenge is to design a customer service training example. You can focus on any area of customer service you like, and you’re welcome to reuse previous examples you’ve shared. We want to see how you’re designing customer service training.

\n

✨ Need inspiration?

\n\n

Looking for a topic angle or content ideas? The Rise course templates are a great place to start:

\n\n

✨ Share Your E-Learning Work

\n\n

🙌 Last Week’s Challenge:

\n

Before you serve up this week’s challenge, check out the business games and simulations your fellow challengers shared over the past week:

\n\n

Business Games & Simulations RECAP #494: Challenge | Recap

\n

👋 New to the E-Learning Challenges?

\n

The weekly e-learning challenges are ongoing opportunities to learn, share, and build your e-learning portfolios. You can jump into any or all of the previous challenges anytime you want. I’ll update the recap posts to include your demos.

\n

Learn more about the challenges in this Q&A post and why and how to participate in this helpful article.

\n

📆 Upcoming Challenges

\n

Challenge #495: TikTok style learning videos. Sure, we tackled this challenge two years ago, but it’s still one of the most popular topics. With all the buzz around TikTok lately, now feels like the perfect time to revisit it.

"},"Conversation:conversation:1216860":{"__typename":"Conversation","id":"conversation:1216860","solved":false,"topic":{"__ref":"BlogTopicMessage:message:1216860"},"lastPostingActivityTime":"2025-03-12T20:51:27.242-07:00","lastPostTime":"2025-03-12T20:51:27.242-07:00","unreadReplyCount":21,"isSubscribed":false},"ModerationData:moderation_data:1216860":{"__typename":"ModerationData","id":"moderation_data:1216860","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXcwNkxqOQ?revision=3\"}":{"__typename":"AssociatedImage","url":"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXcwNkxqOQ?revision=3","title":"Customer-Service-Training_CHALLENGE.png","associationType":"BODY","width":750,"height":469,"altText":""},"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXM4NHJDVA?revision=3\"}":{"__typename":"AssociatedImage","url":"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLXM4NHJDVA?revision=3","title":"Rise-Customer-Service-Templates.png","associationType":"BODY","width":1920,"height":1280,"altText":""},"AssociatedImage:{\"url\":\"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLU03ZE1VQw?revision=3\"}":{"__typename":"AssociatedImage","url":"https://community.articulate.com/t5/s/rwgqn69235/images/bS0xMjE2ODYwLU03ZE1VQw?revision=3","title":"clipboard_image-1-1739531885701.png","associationType":"BODY","width":750,"height":469,"altText":""},"Revision:revision:1216860_3":{"__typename":"Revision","id":"revision:1216860_3","lastEditTime":"2025-02-14T03:20:53.396-08:00"},"BlogReplyMessage:message:1217060":{"__typename":"BlogReplyMessage","id":"message:1217060","conversation":{"__ref":"Conversation:conversation:1216860"},"author":{"__ref":"User:user:1417488"},"revisionNum":2,"uid":1217060,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Blog:board:e-learning-challenges"},"subject":"Re: Share Your Customer Service Training Examples #494","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:1217060"},"parent":{"__ref":"BlogTopicMessage:message:1216860"},"body":"

Greetings everyone!

\n

Here's a patient experience example regarding De-escalation training. This example uses a set of characters I reuse for scenario training in a hospital setting. Sometimes I hear people mention and recognize seeing \"Josie\" before.

\n

Here with Josie and the Case of the Upset Patient, CNAs (Certified Nursing Assistant), make decisions on handling an upset patient by making choices along with consequences. See in action with handing an upset patient.

","body@stringLength":"682","rawBody":"

Greetings everyone!

\n

Here's a patient experience example regarding De-escalation training. This example uses a set of characters I reuse for scenario training in a hospital setting. Sometimes I hear people mention and recognize seeing \"Josie\" before.

\n

Here with Josie and the Case of the Upset Patient, CNAs (Certified Nursing Assistant), make decisions on handling an upset patient by making choices along with consequences. See in action with handing an upset patient.

","kudosSumWeight":5,"repliesCount":4,"postTime":"2025-02-17T12:10:31.046-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:1217060_2"},"latestVersion":{"__typename":"FriendlyVersion","major":"2","minor":"0"},"metrics":{"__typename":"MessageMetrics","views":355},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[],"replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHwzOToxfGludCwxMjE3Mjk1LDEyMTcyOTU","node":{"__ref":"BlogReplyMessage:message:1217295"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHwzOToxfGludCwxMjE3Mjk1LDEyMTc3MDE","node":{"__ref":"BlogReplyMessage:message:1217701"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:theme:customTheme1-1742808225900":{"__typename":"CachedAsset","id":"theme:customTheme1-1742808225900","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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The script is very dynamic, and a great deal of work has gone into managing the questions/answers/feedbacks, Cyd. Behind the apparent simplicity of the layout, there's probably the most successful use of SL characters (casting and posing) I've seen in a long time.

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Thank you Thierry for your thoughtful comment! I enjoy making the decision based scenarios and working with SMEs to make them what they may encounter.

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I love how you used a real scenario and engaged the learner by interacting with the content! Bravo. 

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Thank you Meredith!

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