Customer Service Training Series: Comcast Instructional Design Project
Excellence in Customer Service: Comcast Call Center Essentials
Goal: Help support customer service representatives in strengthening communication, problem-solving, and customer support skills within a Comcast service environment.
Audience: Comcast call center customer service employees
Strategy: Includes a training plan, supporting design documentation, and an interactive module designed to promote engagement through realistic customer service scenarios.
Tools: Articulate Rise 360
De-escalating Angry or Abusive Customers
Goal: Help customer service representatives manage difficult customer interactions professionally.
Audience: Comcast call center customer service employees
Strategy: Scenario-based microlearning with communication and de-escalation techniques
Tools: Articulate Rise 360
Active Listening in Customer Service
Goal: Help customer service representatives strengthen active listening skills to improve customer interactions and ensure an understanding of customer needs.
Audience: Comcast call center customer service employees
Strategy: Scenario-based microlearning with reinforcement modules focusing on active listening.
Tools: Articulate Rise 360
Instructional Design Plan
Goal: Outlines the structure and development of the Comcast Customer Service Training series. It details the learning objectives, instructional strategy, and overall design approach used to connect multiple modules—including active listening, de-escalation techniques, and customer communication skills—into a cohesive, scenario-based learning experience.
Tools: Canva
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