This guide was created for my colleague and friend Tracy Underhill. Underhill is an expert in customer service and call center quality assurance. She taught this course on how to manage difficult customers. Her participant guide contained excellent content but needed a bit of pizzazz. I used Apple's Pages product, Adobe InDesign and some other products to create this workbook to accompany her slide and in person presentation.
The results were phenomenal.
Elephants Don't Lie: a "handling difficult customers course" by Tracy Underhill and Kevin Handy
This is a generic visual / textual storyboard. The graphics aren't very impressive. I used royalty free graphics instead of good quality photo stock which I would normally use for commercial engagements.
This textual storyboard was for a software firm. It was based on nine rounded personas or characters that I developed over time in conjunction with a senior manager as well as at least three subject matter experts. The scenarios were then fully validated as well as the software use. The finish project was then vetted with a different set of subject matter experts.
The purpose of this entire project was to create a marketing vehicle that the company could show a potential customer. It included no narration because in many cases retail bankers said that their employees needed to appear to be working even when they were taking courses. So we used captions in the e-Learning and created a high degree of interactivity.
I designed the Instructional Design Certificate Series Website over time using WordPress. This is the free version so many of the fancier plug-ins and other options simply aren't available and I didn't want to spend the time to code the content using HTML 5 when those were readily available. Besides Wordpress wasn't made for custom coding. You can custom code in Wordpress but it wasn't designed with those types of options in mind.
I've produced several videos over time. Sadly some of them are with the customer. But recently I created thse videos which I hosted on Screencast.com for an evening Certificate Series in Instructional Design.
I recognize that training and Continuing Education are very different. These videos are essentially microlearning without a wrapper. Although they're PowerPoint they're fast paced, enjoyable and very short. They explain the concept and each certificate very clearly.
John Hoffman is a performance expert who spent 29 years at IBM. He now heads up the training efforts at a software company where he's doing some amazing things. At IBM Hoffman was required to "give back to the company". He and other employees had to give a significant project back to IBM without additional compensation. Hoffman retained the intellectual property and produced two books on the subject.
We were fortunate enough to host Dr. Hoffman virtually at Collin College.
I captured the video through Zoom which is similar in nature to Microsoft Skype for Business. Then I edited heavily and added some interaction. Dr. Hoffman's slides weren't terribly animated - and though he provided an incredible, vibrant and informative presentation - his PowerPoint needed a bit of help.
So I enhanced it but kept all of his talk plus I retained the questions students asked. If you want to see my classroom training skills. Minimal editing and some enhancement using adult learning theory as well as applied cognitive science at work take a look at this video: