Effective Complaint Handling (Storyline 360) 

Title: Effective Complaint Handling

Format: Interactive scenario-based eLearning module

Duration: ~2 hours (self-paced)

Target Audience: Front-line customer service staff in a quick-service environment 

Role: Instructional designer, scriptwriter, storyboarder, and interaction designer 

Tools Used: Articulate Storyline 360, PowerPoint, Amazon S3

Skills Applied: 

• Needs analysis and action mapping

• Scenario writing, storyboarding, and interaction design

• Multimedia integration and iterative feedback loops  

Focus:

 Guide staff through realistic complaint scenarios.

 Model calm, structured responses.

 Reinforce company tone and policy. 

The Design Process

• Identified gaps. Frontline staff often escalated issues due to low empathy, weak listening, and inconsistent resolution steps. 

• Researched best practice in customer service resolution and used SME input to validate scenarios.

• Built an action map that linked each activity to business goals, such as fewer escalations and more consistent responses.

• Produced a design document and storyboard to map structure, branching, and feedback points. 

• Improved accuracy when recognising complaint types in pilot runs.

• 🎯Improved learner confidence when managing complaints.

• 👂 Stronger empathy and listening skills in role-play practice.  

• 📉 Fewer escalations in simulated complaint scenarios.

• More consistent use of the resolution frameworks.