Theme: Performance Enablement
Organization: Bank
Deliverables: Online Course
Tools: Articulate Rise, Photoshop, Synthesia, Premiere Pro
Seat Time: 1 hour
Audience: Customer-facing bank employees
The Problem
Customer service representatives at banks face high-pressure interactions where word choice can mean the difference between a resolved issue and an escalated complaint. Telling staff to “stay calm and professional” during an angry customer call is useless advice. Under pressure, people default to whatever words come to mind first. Frontline staff needed a way to practice choosing the right phrases without experimenting on live, furious customers.
What I Did
I built branching dialogue paths where learners choose specific dialogue options during a customer dispute. Good choices de-escalate the situation; poor choices make the customer push back harder. [Branching dialogue screenshot]
The course breaks down why certain standard phrases like “That’s just our policy” trigger defensiveness and shows what to say instead. The sequence follows a Gagne-based model: instruction comes first, then guided practice through the scenario. This mirrors on-the-job conditions where staff have to recall and apply communication habits in the moment.
The featured demo shows a realistic customer issue where learners must choose between two responses: one that’s technically correct but blunt, and one that delivers the same information with language that preserves the customer relationship. Feedback is immediate and contextual, reinforcing the reasoning behind each choice. [Scenario demo]
Low-pressure practice lets staff replay the scenario multiple times to explore different paths without fear of making a mistake on the job. [Phrase choice analysis sample]
What Happened
Staff practiced navigating tough conversations before ever picking up a phone or greeting a customer at the counter. The training cut down supervisor escalations by giving new hires a clear vocabulary for conflict resolution.
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