How to Handle Difficult Customers Microlearning Course
This microlearning course is designed to train any newly employed front desk staff in the hotel industry. In this course, learners will learn about the strategies in handling difficult customers and making their clients happy again.
- Responsibilities: Instructional Design, e-Learning Development, Video Editing
- Target Audience: Any newly employed hotel front desk staff
- Tools Used: Articulate Storyline, Vyond
- Year: 2019
Instructional Design
Front-line staff in the hospitality industry are generally the first to encounter difficult, or even angry customers, so it’s vital for them to know how to diffuse the situation.
I chunked the long-form training content on guiding front-line hospitality staff into small, bite-sized pieces. This microlearning course begins with a short video clip introducing a situation where hotel front desk staff often encounters - an angry customer. I decided to include six quick tips on guiding the hotel front staff in handling this situation.
I chunked the long-form training content on guiding front-line hospitality staff into small, bite-sized pieces. This microlearning course begins with a short video clip introducing a situation where hotel front desk staff often encounters - an angry customer. I decided to include six quick tips on guiding the hotel front staff in handling this situation.
eLearning Development
Once I had the content and design ready-to-go, I moved into development with Vyond and Articulate Storyline.
I used variables to include the learner’s real name in the course to make it more personalised.
I used variables to include the learner’s real name in the course to make it more personalised.
To make the course more engaging, I created a short video clip using Vyond to present a scenario where an angry customer arrived at the hotel.
I also included interactivity wherever it made sense to do so. For the six strategies, the information is building on the information that came before it, and here I introduced gamification element to ‘lock’ the future content. I used the states function (adding a lock icon) and variables in Storyline to create this ‘lock’ function.
Takeaways
Microlearning courses helped people to quickly grasp the necessary knowledge and skills whenever they have some extra time. I also enjoyed developing this course with the use of Vyond animated video and Storyline to make the course more engaging.