Navigating Challenging Customer Interactions as a Field Service Technician


  A Scenario-Based eLearning Course


This immersive eLearning course prepares you to excel in demanding customer service scenarios. Employees will gain the skills to efficiently resolve customer issues and foster strong client relationships. Ideal for anyone aiming to master complex customer interactions and provide outstanding support. 



Overview

I developed this eLearning course for field service technicians to address the critical need for enhanced customer interaction skills and effective problem-solving in high-pressure situations. Field service technicians often face challenging scenarios that require not only technical expertise but also the ability to manage customer expectations and maintain positive client relationships. This course aims to equip technicians with the necessary skills to navigate these complex interactions, ensuring they can provide excellent service, handle urgent issues efficiently, and foster long-term client satisfaction. 

Process

I enlisted the aid of two senior copier technicians, who acted as my subject matter experts (SMEs). They had extensive knowledge and experience in handling stressful and difficult situations with both long-time and new customers. We collaborated to identify the three most common scenarios that can occur when the copier stops working. I created a text-based storyboard with the information from my SMEs and then created a visual mockup right in Adobe Captivate to see different iterations of the visual design. Finally, I created a visual storyboard by combining the text-based storyboard with the visuals to create a visual storyboard. 

Action Map

After the initial discussion of the problem and the proposed solution, I consulted with my SMEs to identify common challenges faced by copier technicians. With their guidance, I created an action map. Since understanding urgency, effective communication, and providing temporary solutions were identified as the most critical actions, I suggested that the eLearning experience focus on these aspects. I recommended that issues related to diagnosing problems caused by untrained employees and offering on-the-spot training could be addressed through additional job aids and training modules.

Text-Based Storyboard

I collaborated with both SMEs, senior field technicians, to identify key challenges faced by copier technicians during customer interactions and service calls. We focused on the following critical points to ensure technicians can handle these scenarios effectively:

Understanding the urgency and prioritizing tasks: Technicians must recognize the critical nature of copier issues, especially when clients' workflows depend heavily on the machine. Prioritizing immediate troubleshooting helps minimize disruption.

Keeping the customer updated on progress: Clear and regular communication with clients about the progress of the repair ensures they are informed and reassured that their issue is being addressed promptly.

Offering apologies and empathy for inconvenience: Acknowledging the inconvenience caused and expressing empathy can help ease customer frustration and build trust.

Expediting part orders and providing temporary solutions: When parts need to be ordered, technicians should expedite the process and offer temporary solutions to help clients manage their printing needs until the final repair is completed.

Diagnosing issues caused by untrained employees and offering training: Identifying if copier problems were caused by untrained employees and providing on-the-spot training helps prevent future issues and ensures smooth operation.

All choices and consequences in this scenario-based eLearning course were derived from these points and stories from the SME about his extensive experience as a senior field technician. The course aims to enhance the technicians' ability to navigate complex customer interactions and deliver exceptional service.

Visual Mock-Ups

I created visual mock-ups in Canva because it’s easier to quickly change elements in Canva than in Adobe Captivate 12. This allowed me to create several iterations of the visual design of the project, starting with a wire-frame version to get a sense of the layout. From there, I added a background and our protagonist, James. Along with James, I created his boss, Mr. Johnson, and three clients: Mr. Stewart, Ms. Watson, and Mrs. Ramirez. 

I started with photographs, but decided to change to illustrations for the characters and backgrounds. I wanted my color scheme to match throughout the slides, so I went through several iterations before settling on a theme.

Visual Storyboard

Once the overall visual design was agreed upon, I combined the text-based storyboard with the visuals to create a visual storyboard. In this, I included programming notes and files that would be needed for the project.

Interactive Prototype

I created an interactive prototype using Adobe Captivate 12 using the visual mock-ups and storyboard to establish the scenario's programming and to test the functionality. The prototype consisted of the title screen, introduction of the main character and his boss, the first customer scenario, and the first question's correct and incorrect consequences. 

I included text animation that bounced into the text box from the top when slides were advanced from clicking the "Begin" and "Continue" buttons. The different character expressions chosen, were appropriate for both the dialogue and answer choices. 

With the basic framework for the rest of the project established, I shared the prototype seeking feedback on the look, feel, and overall experience of the scenario. The slides were also sent to a group of newly hired field service technicians to gain some user feedback. Recption of the project prototype was positive and with a few adjustments to duration and acceleartion to object animations and  transition I moved on to the full development once I was satisfied with the finished product. 

Full Development

The full development of the scenario in Articulate Storyline 360 was straightforward and efficient now that all elements had been created and a programming framework for each consequence was established. 

Results and Takeaways

Timing is critical: It took a lot of trial and error in Captivate 12 to ensure the animations were not confusing or too fast. I did not want to end up with animations that would distract from the learners, but still add some excitement to the learning experience. From my own experience with eLearning courses, I understand the frustration and distracting nature that can occur with improperly timed animations and slide transitions and I wanted to make sure to give these aspects of the project extra attention.

Text-based and visual storyboards: This part was the most challenging for me. I began by using an old school technique of writing and drawing out my story on a large whiteboard. I find this much easier because I can see everything at once. I also created the branching scenarios using this method at first. From there I utilized Google Slides to create my text-based storyboard. After putting together my visual mockups, I created the visual storyboard in Google Slides as well. I originally began storyboarding using Mockitt. I found it was too time-consuming to learn so I went back to the basics and utilized tables in Google Docs instead. My hope for next time is that the storyboarding process will go much smoother.

Appreciation for the ID process: The instructional design process involves multiple stages, feedback loops, and iterations. While I was familiar with the process beforehand, experiencing it firsthand while developing a project was entirely different. It demands careful thought, keen attention to detail, and patience with technology, as it cannot be rushed. Despite the challenges, I thoroughly enjoyed bringing my vision to life and am humbled by the effort required to achieve it.

Get in touch at cm.eisenfelder@gmail.com


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