E-Learning
E-learning has revolutionized how we learn. Its flexibility to cater to different learning styles and the possibility to provide training on a global scale increases its popularity within the corporate world.
Training is probably the best solution whenever there is a performance gap or a need to launch a new product. The task to ascertain this assumption is through instructional design.
The work of an instructional designer is to assess the organization's needs, propose a solution, design and develop the program and implement and evaluate its results.
I prefer to use ADDIE (Analysis, Design, Develop, Implement, Evaluate) as the model to design my training. One reason is that it is well known by SMEs (Subject Matter Experts) and shareholders. It is also flexible, easy to modify, and can be used with other models such as RAD (Rapid Application Development) and SAM (Successive Approximation Model).
Although some designers consider it too linear and time-consuming, to me, ADDIE is still a great choice to design training.
Effective Customer Service
Good customer service is vital for the growth of any company, which in some instances can be detrimental to their advancement and revenues. This negative effect occurs when the customer service staff lacks the adequate skills to effectively care for the organization's clients and positively resolve their issues.
This training was designed to close the performance gap affecting a small optician business. Their customer service was affecting their growth and revenue due to the inability of the staff to find appropriate solutions to customers' issues and their rudeness when customers demanded attention and answer to their problems.
The job aids included here were created with Canva.
Action Map- Effective Customer Service.pdfAction Map
Trainer Guide.pdfTrainer Guide
Effective Listening.pdfInfographic
Participants Guide Training Activities.pdfParticipants Guide
Training Plan Effective Customer Service Final Project.docx.pdf