This is a scenario-based training on the development of empathy, while trying to achieve first call resolution in customer service agents. Users must make choices to resolve a customer's concerns.

Empathy in customer service is crucial for building strong customer relationships and driving business success. When service representatives demonstrate empathy, they show customers that their concerns are understood and valued. This leads to higher customer satisfaction, increased loyalty, and positive word-of-mouth referrals.

Empathy also plays a pivotal role in effective problem resolution. Agents who can step into the customer's shoes are better equipped to address issues at their root causes, leading to faster and more efficient solutions. Additionally, empathetic interactions reduce conflict and contribute to a positive brand reputation, attracting new customers and maintaining a positive image.

I chose to create a scenario-based training that allows learners to make decisions and witness the resulting consequences. As they navigate the scenario, they will receive ongoing feedback. The training featured a fictional company, meaning there were no real stakeholders involved.

I created the framework of this project in Microsoft Visio. Initially, I constructed the scenario, and as it evolved, I integrated decision points for the learners. The scenario expanded into various branches, enabling learners to encounter real-life consequences based on their choices.

After constructing the scenario, I turned to Canva for the creation of visual mockups, a crucial step in my process to visualize the project layout effectively. I opted for a straightforward and clean color scheme, along with an easily readable font and appropriate text size. 

Canva's extensive library of images and graphics allowed me to select and customize elements to align with my preferences. I found the software highly user-friendly and flexible for tailoring the visuals to my liking. A few of the images I incorporated into my project had interactive features. To maintain flexibility for potential adjustments within Storyline, I opted to download these images as SVG files. This choice ensured that I could modify their size without compromising image quality. 

Drawing from my background in customer service and prior soft skills training, I found great satisfaction in crafting this project. The development process unfolded smoothly. As my proficiency in Articulate Storyline advanced, I felt self-assured in implementing variables, triggers, and conditional triggers effectively.

Canva proved to be an invaluable graphic design tool. I searched its image library for customer service-related visuals, tailoring them before I  integrated them in the training content. Downloading these images as SVG files kept the quality in tact when I incorporated them into Storyline.

As the training revolved around a fictional company and did not involve real stakeholders, I reached out to instructional designers in my network for feedback. They provided positive input, emphasizing the project's professionalism, engagement, and user-friendliness.

This project played a pivotal role in enhancing my ability to create authentic scenarios that mimic situations a customer service agent might encounter. With my well-established skills in Articulate Storyline, I felt confident in developing scenario-based training while maintaining design consistency and ensuring the functionality of interactions.