eLearning Course

From Conflict to Confidence: A Customer Service Simulation

An immersive scenario-based training to help associates handle difficult customer interactions with confidence.

👥 Audience: New retail associates in electronics or mobile accessories stores

💼 Responsibilities: Instructional design (action mapping, scenario design, storyboarding, visual mockups, prototype development), visual and graphic design, eLearning development

🔧 Tools Used: Articulate Storyline 360, MindMeister, Canva, Figma, ChatGPT, Freepik

🧩 Problem

Customer satisfaction scores at Voltix Electronics, a conceptual retail store, have declined over the past quarter due to mishandled service interactions and unclear return policies. New associates often lack confidence when dealing with frustrated customers, leading to inconsistent service, poor communication, and negative reviews.

These challenges have resulted in longer complaint resolution times, higher staff turnover, and growing concerns from store management about the store's reputation and training gaps.

✏️ Current Status & Next Steps

I am currently building the prototype, focusing on scenario branching and dialogue flow. Next steps will include refining visual design, developing feedback layers, and testing with sample users for interactivity and realism.

🚩 Goal

Once complete, this simulation will give new associates a safe environment to practice handling conflict, learn from mistakes, and build the confidence needed to deliver consistent, positive customer experiences.

💡 Solution

To address these challenges, I am developing a branching simulation in Articulate Storyline 360. The course will place learners in realistic customer service scenarios where they must choose how to respond. Their decisions will influence the outcome, showing both positive and negative consequences of different service approaches.

Planned features include:

  • Realistic Customer Scenarios covering common retail challenges such as returns, defective products, and billing concerns.

  • Branching Decision Paths with immediate feedback on communication style, tone, and effectiveness.

  • Action Mapping to ensure the training focuses on behaviors that directly improve service outcomes.

  • Engaging Visuals created with Canva, Figma, and Freepik to reflect a modern retail setting.

  • Reflective Practice where learners compare outcomes, retry scenarios, and build confidence.