The Right Approach | Renee Mahrun

The Right Approach to interacting with customers

This interactive training module helps customer service professionals practice and refine their approach to customer interactions. Through guided scenarios, learners explore communication techniques that promote positive outcomes in real-life service situations.

Key Features

Scenario-Based Learning: Layered interactions that adapt based on learner choices.
Custom Feedback: Conditional triggers display tailored feedback per response.
Progress Tracking: Variables and visited states track section completion.
Streamlined Navigation: Simplified player controls to keep focus on the content.

I developed this project using Articulate Storyline 360, building each scenario using layer-based branching to guide learners through different customer responses. I used custom triggers to adjust content dynamically based on user choices, allowing for personalized feedback layers depending on their selections.

The project includes a progress tracker, created using variables and custom states, so learners can easily see which sections they’ve completed. I also fine-tuned the timeline animations to ensure smooth transitions between layers and scenarios, keeping the flow of conversation realistic.

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