Training customer support agents
Virtual customer support is one of the most in-demand job skills in this brave new world. We're all hungry, so here's a quick 15-min training module I created on Rise.com for virtual customer support agents of a hypothetical food delivery app.
View the module as a static PDF.
I chose to cover the customer support conversation as it's an all-encompassing foundational topic where I could create a high-level overview module.
Accessibility was top of mind to address a likely global market and a range of backgrounds. In writing, use straightforward but descriptive language and avoid cultural idioms.
Modality: I chose Rise because their built-in content blocks are easy to use and scale, and there is PDF available to download for offline use.
Pedagogy: build on previous knowledge, refer to recurring concepts (graphics of flow charts), introduce new concepts with scenario-based learning and performance metrics to help learners connect importance and apply to their practice.
Overall, I wanted to provide training in the same way that food delivery app agents would be expected to provide support to customers.
My approach
Key features
Interactive and recurring graphics to help learners quickly connect concepts and understand larger context
Scenario-based learning to allow learners to imagine applying skills, especially important when building soft skills in a virtual setting
Survey and support resources to understand actual learning experience and continuously improve
Outline
Accompanying handout
Learning objectives and review
Conversation flow
Knowledge check and survey