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Project Title: Mastering Effective Customer Interactions

Tools Used in Development: Microsoft PowerPoint,  Word, Canva, Envato Elements

My Role: Instructional Designer, Visual Design 

Time in Development: 2 weeks

Client: Purchasing Department of a local Tertiary Institution

Challenge: Walk-in customers at the university's Purchasing Department experience long wait times, ranging from 45 minutes to an hour, to fill their requisition orders.  These delays stemmed from employees' lack of knowledge in processing orders and their improper interactions with customers. This was revealed through customer feedback, management, one-on-one coaching sessions, and direct observations.

Solution: To address these challenges, I developed a two-fold solution: (2) an in-person instructor-led training.  This engaging workshop covers effective communication and includes role-playing opportunities for employees to practice professional and efficient customer interactions. 

Results:  A relevant, engaging training designed to equip employees with the skills needed for professional customer interactions, while boosting their confidence, thus, reducing processing delays and customer complaints.