Referral Policy

The Brief:

Create an informative piece of eLearning that educates Customer Service and Sales on MOO’s customer referral scheme. Include core policy and processes to follow to verify a successful referral.

The Process:

This used to be an instructor-led training session that was inform heavy. I chose Articulate’s Rise 360 to design a piece of eLearning as it’s ideal for displaying information in bite size pieces to aid with retention and reduce cognitive load.

The Results:

I designed a self study piece that agents can enrol in as part of the onboarding journey and as a refresher piece. It includes all of the core information, a troubleshooting section and knowledge checks. It has had a great feedback from both agents and their managers and reduced the number of escalations from customers on this topic.

Client: MOO

Date: 2019

Tools: Articulate (Rise 360)