Customer Retention
An E-learning course aimed to teach learners about the soft skills needed to retain customers identified as customers who are looking to move their business to another competitor.
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I enjoyed this challenge - creating a training solution where the objective was to provide a foundational set of sales skills to the Customer Support team at Gusto.
The solution I had created with Stakeholders was to design a stand-alone E-learning course to launch out to learners immediately. The long-term plan was for a dedicated team to be formed and a more in-depth training solution would be constructed that allowed learners to learn in-depth skill sets and apply them in group settings and simulations before taking calls with customers. However, that plan changed after the stand-alone E-learning course was designed.
As a result, I worked with my stakeholders and agreed to add some additional interactive games in the E-learning to let the learners practice using the skills they were taught. Additionally, I created a short animation that pulled all of the skills they learned together.
I used Canva to create this short animated video and added it to the existing E-learning course that was originally delivered after I learned the long-term training solution would not be moving forward.
I enjoyed being able to add a short video in such a quick turnaround time to help learners bring all of the concepts and skills together (about one week).