After-sales service: eLearning experience
This project addresses the need for a travel agency to increase customer retention, as many existing clients don't return for future purchases. To achieve that, new entry-level travel agents need to learn how to provide a comprehensive after-sales service. My responsibility covered the whole project: needs analysis, problem identification, solution design, and development.
Challenge
New entry-level travel agents lack familiarity with after-sales procedures, not performing them correctly or not doing them at all — resulting in insufficient customer retention.
Solution
An eLearning course teaching learners the complete after-sales process, with demonstrations followed by hands-on assessments.
Contact the client before the trip
Resolve any issues
Follow up for feedback after the trip
Build a long-term relationship
Click the image to open the course
*This course can only be properly viewed in desktop format.
Design process documents samples
Storyboard
Description of the course content, slide by slide, including style guide and explanations of interactivity.
View storyboard →