Delivering Exceptional Customer Service

Thumbnail of Customer Service ILT/vILT

This work sample was designed for rolling out a new organization-wide initiative for customer service. I initially developed it as an instructor-led training (ILT), and later converted to a virtual instructor-led training (vILT) to reach employees who were unable to attend the training in person.

Tools Used

  • Microsoft PowerPoint
  • Microsoft Word

ILT Project Documents

vILT Project Documents

Project Features

  • Breakout rooms and whole group discussions for vILT
  • Small and whole group discussions to reflect on learning
  • Role playing scenarios
  • Knowledge checks to activate and monitor learning