Google Fiber (Instructional Design/eLearning)

Customer Service Training Course
​Client: Concept for Corporate (Technology / Customer Service Training)
Project Type: Instructional Design & Online Course Development

The Challenge
I created this concept course to be a structured online training experience to support customer service skill development. The training needed to be practical, easy to use, and designed to help learners apply communication skills in real customer interactions.
My Role
  • Designed the course structure and learning flow
  • Developed learning modules and interactive activities
  • Created assessments to reinforce learning objectives
  • Designed a companion learner workbook to support application and review
  • Applied adult learning principles and instructional design best practices to improve usability and engagement
Approach
​I used a performance-focused instructional design approach to organize the course around clear learning objectives and real-world customer service scenarios. The training was structured to move learners from understanding key communication concepts to applying them through guided activities and assessments. I also developed a companion workbook to support practice, reflection, and ongoing use beyond the course.
Research for course based on real customer issues.
Responsive design allows participants to learn on any device.
Click on image below to view course.
Tool Kit
​Storyline, Canva, instructional design and adult learning principles, digital course content development, workbook/resource design. 

Course features text, audio, and video components.

Companion workbook can be used as a resource after course is completed.

Click on image below to view workbook.
Project Outcome 
The project resulted in a complete online customer service training course with modules, activities, assessments, and a learner workbook providing a structured and scalable training resource for professional development.