eLearning Development

Overcoming Objections

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Experience my gamified, scenario-based eLearning course!

Please note that this is a condensed version of the full training module and is included in my portfolio solely for demonstrative purposes. In creating this sample, I have been mindful to respect the privacy and adhere to the proprietary policies of the company. Therefore, certain details and elements specific to the company have been modified or omitted, while still retaining the core instructional design principles and interactivity that exemplify my work.

Problem Overview:

In the pest control industry, service professionals often encounter customer objections, leading to a significant challenge: service refusals or rescheduling. These scenarios not only disrupt their workflow but also impact appointment completion rates (negatively affecting their bonuses). Ultimately, this leads to a decline in production efficiency and customer satisfaction, which are vital metrics for the company's success.

Audience: Service Professionals in the field and new hires

Responsibilities: Instructional Design, eLearning Development, Graphic Design

Tools Used: Articulate Storyline, Adobe Illustrator, PowerPoint, Miro, Asana

Solution:

After determining that the problem warranted a training solution, we proposed the development of a scenario-based, gamified learning experience which would cater well to our audience. This innovative training program incorporates the A.P.T. (Acknowledge, Provide a Solution, Take Ownership) method, a proven strategy for effectively handling customer objections. The key components of this solution include:

Scenario-Based Learning

Service professionals are immersed in scenarios mirroring their day-to-day experiences, enhancing the relevance and impact of the training.

Gamification Elements

Gamified elements makes learning more interactive and play into the competitive spirit within the company's culture.

E-Learning Modality

Recognizing that service professionals are often on the move, an e-learning format offers the flexibility to learn at their own pace and time.

Infographics

To reinforce learning and provide quick, on-the-job references, the A.P.T. method will be summarized in visually appealing infographics easily accessed on mobile devices.

This solution is designed to equip service professionals with the necessary skills and confidence to handle customer objections effectively. By doing so, we aim to improve appointment completion rates from 89% to 92% by the end of the calendar year, thereby boosting overall production and customer satisfaction.

Process

In collaboration with Subject Matter Experts (SME) and Senior Leadership, we pinpointed challenges our service professionals faced in handling customer objections. To address this, we opted for a scenario-based e-learning experience, focusing on the A.P.T. method (Acknowledge, Provide a Solution, Take Ownership).

Action Map

I initiated the course design by outlining key training goals with SMEs and stakeholders creating an action map. This map detailed specific tasks and observable actions needed for effective customer interaction. We then storyboarded diverse customer scenarios, reflecting real-life situations to enhance the training's practicality.

Text-based Storyboard

The next step involved storyboarding multiple pathways toward various outcomes based on potential customer interactions. This process was crucial in creating a diverse range of scenarios that service professionals might encounter, thus providing a comprehensive training experience.

Visual Storyboard

Each scenario was designed to lead to different outcomes, depending on the choices made by the learner, thereby emphasizing the impact of their communication and decision-making skills.

Visual Mockup

I utilized PowerPoint and Articulate Storyline 360 to create engaging imagery, ensuring the look and feel resonated with both audience and stakeholders. The aim was to create an engaging and relatable learning environment, reflecting the real-world settings that service professionals operate in. The design incorporated the company's branded colors and logos. I even included familiar company images (main character) and roles for a more relevant learning experience. Through several iterations and incorporating feedback from stakeholders, I achieved a cohesive theme and layout for the training, ensuring that the visual aspect of the training was both appealing and effective in conveying the intended messages.

Development

I then developed and tested several interactive prototypes. These prototypes served as an initial model to gather feedback on usability, content relevance, and learner engagement. It was essential to ensure that the course was not only informative but also intuitive and user-friendly, especially considering the on-the-go nature of the service professionals' work.

After refining the prototype based on the feedback and insights gained, the final step was the development of the end product. The course was built with interactive elements, real-life scenarios, and a continuous feedback mechanism, providing an immersive learning experience. I developed three types of scenario-based activities, focusing on their full functionality first in order to efficiently scale them throughout the rest of the course. Regular reviews and updates with stakeholders and SMEs ensured that the content remained accurate, relevant, and effective in achieving our training objectives.

Results & Takeaways

The initial feedback from Service Professionals has been largely positive, aligning with Kirkpatrick's Level 1 of evaluation, which focuses on participants' reactions. Most SPs found the training enjoyable and useful, particularly in addressing specific customer objections. This positive reaction is crucial as it indicates the training's relevance and engagement level. However, some SPs reported difficulties with viewing content on mobile devices, suggesting a need for better optimization for different formats.

While the full implementation of our e-learning course is ongoing, we have already observed a significant achievement: reaching our 90% goal completion rate. This aligns with Kirkpatrick's Level 4, which assesses the impact on business results. Although it’s challenging to isolate the training's direct effect due to simultaneous initiatives, this improvement in completion rates is a promising indicator of the training's potential impact on the company's operational goals.

One notable observation is the assumption that the 'on-the-go' aspect of the training would be highly beneficial didn’t hold as strongly as anticipated. One of the challenges was the lack of accountability from leadership in ensuring course completion. This aspect will require attention and possibly the integration of monitoring mechanisms to ensure higher engagement and completion rates.

Despite these insights, the training program stands out as a valuable resource, particularly for new hires. Incorporating this training into the onboarding process will ensure that incoming Service Pro's are equipped with the necessary skills and knowledge from the outset.

In summary, while there are areas for enhancement, this eLearning course has demonstrated its value and potential as a key tool in the company's training arsenal. The positive reception and early results are promising, and they look forward to refining and integrating this type of course more deeply into their training and development framework.

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