*This is a concept course.

Overview

This eLearning module was created to solidify the in-person customer service training of front desk associates at a massage studio, Kneaded That Massage. It's a scenario-based experience, in which the learner must use communication skills in order to make a new and nervous client, Lucy, feel at home, starting when she opens the door.

"The Pain"

Kneaded That Massage has been getting some complaints and bad reviews from new clients. Those clients have not come back. The common thread of their feedback is that, when they first arrived, they felt unsure of what to do and where to wait.

While a spending a day with the front desk associates, I observed that there were several missed opportunities for them to not only inform new clients of what to do and where to go, but they could actually take proactive steps to make new clients feel comfortable and at home.

Solution

After an in-person instructor-led training, each front desk associate got to practice their new skills in several simulations. They received immediate in-person feedback from both the simulated client and the instructor.

The eLearning module, Warm Welcome Workshop, served as a training-solidification experience, as well as a final assessment for the front desk associates. For the learning and development team, it also served as one of the forms of evaluation for the instructor -ed and simulation training.

Results and Post-Training Evaluation

All five front desk associates passed the eLearning course on their first try.

In a learner-survey, the course received positive feedback in all categories, including ease of use, accessibility, relevance, clarity, and impact.

In post-training observations by supervisors, front desk associates employed skills learned in their training 100% of the time.

New client retention rates increased by 50%.

Over the next six months, Kneaded That Massage received zero negative front desk-related reviews, as well as a 10% increase in positive front desk-related reviews.

Software:

• Storyline 360

• Gemini

• Canva

Skills:

• Instructional Design

• eLearning Development

• Graphic Design

• Project Management

• Training Needs Analysis

• AI Image and Sound Generation

• Course Outline

• Storyboard/First Draft

• Convert Instructor-Led Course to eLearning

• Evaluation/Data Collection