3 Work Plan

Topic and Goals

This e-learning has been developed for newly hired customer service representatives. The goal is to help them apply de-escalation strategies when dealing with upset customers. The performance goal would be to have representatives use these strategies when on their calls. This would result in higher customer satisfaction, less customer attrition, and more one call resolutions

Proposed Elements

Text and information on how to use de-escalation strategies and empathy
An interactive branching scenario on how to handle upset callers
Listening activity with 3 audio segments that requires learners to write responses
A rubric for managers on how to assess written responses
A script for the listening activity

Timeline

May 19 Content written for steps of de-escalation and empathy

May 26 Steps of De-escalation interactive activity where learners have to sequence responses to situations

June 2 Branching scenario in Rise for how to respond to upset callers.

June 9 An activity where learners listen to audio of representatives speaking
A rubric for managers to use to evaluate the listening activity

June 16 A script for the listening activity.
Checking to make sure it is compatible with screen readers