Delivering Exceptional Customer Service
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
- Facilitator Guide
- Participant Guide
- ILT PowerPoint Presentation
- Handouts with scenarios and instructions
vILT Project Documents
- Facilitator Guide
- vILT PowerPoint Presentation
- Handouts with scenarios and instructions
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