Portfolio Site

Case Study: Customer Service Foundations Short Course

Tool: Articulate Rise 360
Audience: Customer-facing employees across various industries
Delivery: Self-paced, asynchronous learning

The Problem

Organizations often struggle to deliver consistent customer experiences across teams due to varying communication styles, confidence levels, and approaches to challenging interactions. The goal of this course was to provide a scalable learning solution that would help team members develop foundational customer service skills while applying them to real-world scenarios.

The Solution

I designed a self-paced customer service course using Articulate Rise 360 that blended instructional content with applied learning opportunities. The course was structured into short modules that introduced key concepts and immediately reinforced them through practice, allowing learners to build confidence and competence incrementally.

Instructional Design Approach

• Designed modules around core customer service competencies such as communication, empathy, and problem-solving
• Incorporated scenario-based case studies to mirror real customer interactions
• Used role-play simulations and interactive knowledge checks to reinforce learning
• Applied adult learning principles by prioritizing relevance, practice, and reflection
• Structured content to support accessibility and reduce cognitive load through clear layout and concise language

Outcome / Impact

Learners gained a stronger understanding of effective customer service strategies and how to apply them in everyday interactions. The course supported consistent messaging and expectations across teams, helping organizations improve the quality and reliability of customer experiences.

Reflection & Iteration

If I were to iterate on this course, I would enhance the learning experience by incorporating branching scenarios that allow learners to see the consequences of different response choices in real time. I would also introduce role-specific pathways so content could be tailored to different customer-facing roles, increasing relevance and engagement.
Additionally, I would integrate post-course performance support tools, such as quick-reference guides or conversation frameworks, to help learners transfer skills directly to the job. These enhancements would further strengthen confidence, reinforce consistency across teams, and support long-term behavior change rather than one-time knowledge acquisition.In future iterations, I would expand the role-based scenarios and add branching decision points to further personalize the learning experience and deepen skill transfer.