Telephone Etiquette

A compliance training module designed for customer-facing sales representatives to reinforce and enhance professional phone communication skills, implemented with a playful British-themed approach.

Initial Research
- Analyzed current phone communication challenges
- Reviewed existing customer interaction data
- Identified key areas of communication improvement
- Studied best practices in customer communication
Content Development
- Created comprehensive phone etiquette guidelines
- Developed narrative framework with British comedic elements
- Designed scenario-based learning modules
- Incorporated interactive decision-making scenarios
Design Strategy
- Developed British-themed visual design
- Created character-driven learning experiences
- Used humor to make compliance training engaging
- Designed memorable, sticky learning content
Training Development
- Built interactive training modules
- Created assessment and reinforcement mechanisms
- Developed supplementary job aids
- Designed tracking system for skill improvement

Communication Quality
- 35% improvement in customer interaction scores
- Reduction in communication-related customer complaints
- Enhanced brand reputation through consistent communication
Performance Metrics
- Increase in first-call resolution rates
- Improvement in customer satisfaction ratings

Telephone Etiquette

eLearning