Audience: All sales agents at Global Travel Solutions
Business Problem: Recent customer surveys have revealed that many customers feel unheard by travel agents and, therefore, their travel needs and desires are not being met. This customer dissatisfaction has led to a decrease in sales and revenue.
Solution: Travel sales agents will learn how to apply active listening techniques when consulting with clients. This will enable sales agents to better understand customers' needs, build rapport, and improve customer satisfaction, leading to an increase in customer retention and repeat sales and bookings. This includes a 10 minute eLearning course developed in Rise 360 and a job aid for sales agents to reference.
Tools Used: To develop this sample eLearning course, I used Articulate Rise 360 and Canva.
Highlights: Scenarios, tables, image blocks, processes, chunking of content, and customized feedback.
Process: To identify critical knowledge and skill gaps, a needs analysis was conducted using the ADDIE/SAM model. The content was strategically organized into smaller, digestible chunks to support learning objectives and minimize cognitive load. Meaningful interactions were then designed to foster user engagement and lasting knowledge retention. A comprehensive learning solution was developed through iterative design, incorporating feedback on Design Documents and Rise modules. Assessments aligned with Kirkpatrick's second and third levels were incorporated into the learning solution to measure knowledge acquisition, skill development, and the module's contribution to organizational goals.