WOODHOUSE SPA LEARNING MODULE

Attributes

  • Articulate Storyline

  • HTML/CSS

  • Illustration

  • Instructional Design

  • Branding

  • UX Design

Client

WoodHouse Spa

WoodHouse Spa Learning Module: The Phone Greeting

Introduction:

Welcome to the "Phone Greeting" module designed to instruct WoodHouse Spa employees on delivering exceptional hospitality and telephone service to customers. This module is crafted to prepare learners to interact with guests in the Woodhouse Way, specifically focusing on phone etiquette when communicating with guests over the phone.

Overview of the module:

Throughout this module, employees will gain insights into proper phone etiquette and the correct verbiage to use when gathering guest information. They will be empowered to interact with every guest in a positive and proactive manner, aligning with the WoodHouse Spa's service standards. Additionally, learners will understand the distinction between brand standards and signature moments, ensuring consistent delivery of exceptional service.

Screenshots of the project and character creation:

For this project, Maya, our protagonist, embodies a young female character exuding gentleness and warmth. Maya's attire, meticulously crafted through Photoshop, features a sleek, all-black ensemble adorned with the company's logo, reflecting professionalism and brand identity. As a realistic character composed of carefully selected photographs, Maya brings authenticity and relatability to the module, enhancing the immersive learning experience for users.

Description of Design Process:

The design process for this module involved collaborating with subject matter experts to identify key components of exceptional phone greetings and customer service at WoodHouse Spa. Scripts and scenarios were developed to simulate real-life phone interactions, allowing employees to practice and internalize proper phone etiquette and communication skills.

Learning Objectives Alignment:

By the end of this module, employees will be able to:

  1. Provide proper phone etiquette when speaking with guests.

  2. Use correct verbiage when gathering guest information.

  3. Feel empowered to interact with every guest in a positive and proactive manner.

  4. Understand the difference between brand standards and signature moments, ensuring consistent service delivery.

Assessment and Feedback:

Learners will engage in quizzes and interactive activities throughout the module to assess their understanding of phone etiquette and customer service concepts. Feedback mechanisms will be incorporated to provide immediate reinforcement of correct behaviors and address any misconceptions.

Results or Feedback:

Feedback collected from employees who have completed the module will be analyzed to gauge the effectiveness of the training. Any observed improvements in phone greeting practices and customer interactions will be noted, contributing to ongoing enhancements in employee performance and customer satisfaction.