Share Your Customer Service Training Examples #494

Bonjour Heroes.

I was reading this week's challenge theme... while my cat looked at me through my office window. He looked grumpy. Had I forgotten the kibble? To cuddle him as I walked by? Or worse?
The slide with the training section uses a large number of text and number (random) variables to create hundreds of possible scenarios, and therefore as many different exercises. Of course, due to lack of time, only one slide out of 5 could have been created on the same model. So, all in all, the module could present thousands of exercises to practice over and over again. In other words: 0% theory, 100% learning by doing. I think it could be adapted for other subjects. File.story in the Review (but that's just variables + variables + other variables...).
As a bonus, I'm sharing my worksheet where I jot down my ideas before embarking on the challenge. In case you're interested. 

Catstomer Service Training

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.

Hello everyone!

It's been a little while since I've participated in a challenge, but wanted to jump back in.

I work in the transit industry and customer service with passengers is very important for our operators.

I threw this together fairly quickly based on an in person training we do, where the participants in the training act out the scenarios and participants discuss based on how the scenario plays out.

This training only has one active scenarios, but really could have as many as you want. You can also build a story where depending on what happens in the first scenario, that changes how the second scenario starts, and so on.

Forgive the dialogue from the passengers, responses, and the feedback, just put some generic text in there for times sake.

Customer Service

Here’s a quick one, as I’m already working on custom text animations in Storyline and marker interactions. Watch a short video of a room service attendant performing his daily duty with professionalism, highlighting five key qualities and the importance of excellent service delivery. 
Watch here

Hear, Engage, Resolve: The Role of Active Listening in Customer Service

Active listening helps customer service agents understand customer needs and provide better solutions. It’s more than hearing—it’s about focusing, understanding, and responding effectively.

Course Key Features

Lifelike Customer Interactions
Practice real-world conversations with AI-driven Text-to-Speech simulations to enhance listening and response skills.

Immersive Role-Playing Scenarios
Navigate branching scenarios with instant feedback, helping you develop problem-solving and decision-making abilities.

Engaging Gamification Features

• Points and Scoring: Accumulate points for correct responses to track progress.
• Achievement: Unlock rewards like the Problem-Solving Pro badge based on your performance.

Link to the Course:  https://www.swiftelearningservices.com/active-listening-customer-service-elearning-storyline360/

Let us know if you need further adjustments!

Hey everyone! This week has been insanely busy with work
So I haven’t had the time to create something completely new from scratch.

Here’s an example I made a while ago — kind of a simulator for customer communication.
Take a look!

That sounds like an exciting challenge! 🎉 Customer service training is such a valuable skill, and e-learning makes it even more engaging and effective.  

For this week's challenge, I'm thinking of designing an interactive scenario focused on **dealing with unhappy customers**—using branching scenarios where learners can practice different responses and see how their choices impact the conversation. It’ll be a great way to reinforce active listening, empathy, and problem-solving skills.  

Looking forward to seeing all the creative submissions! 🚀 #ElearningChallenge

Here's a quick customer training example of How to Not Buy Girl Scout Cookies. All AI-generated images and audio. 

Here's part of a larger course where I use real scenarios from quality audits to show new and experienced employees how to craft a great response to an angry retailer. I  have 100s of practice examples but only included one for this challenge. 😆 The art, script*, and narration are from Articulate AI 😍 *The example is a real-life angry retailer but the answers and feedback are AI.

Customer Service 02-2025