Customer Service Training On Active Listening
Summary
This project was developed to address the company’s increasing number of negative reviews on public platforms such as Google Maps and Yelp. Based on an analysis of customer complaints, active listening was identified as a critical area for improvement in customer service interactions. To meet this need, the project introduces an interactive e-learning course on Active Listening, designed with Articulate Rise and Storyline, along with complementary non-training solutions. The overall goal is to reduce negative reviews by at least 10%, enhance customer satisfaction, and strengthen the company’s reputation.
01 The Problem
The company has received a high number of negative reviews on public platforms such as Google Maps and Yelp. These reviews often cite poor communication and lack of understanding from customer service representatives. Negative reviews harm the company’s reputation, reduce customer trust, and impact revenue.
02 Analysis report
This report identifies key causes of company’s negative customer reviews, including staff skill gaps, poor communication, and outdated processes. To address these issues, recommended solutions include clearer escalation procedures, upgraded digital platforms, and training in active listening, system use, and policy knowledge. The project aims to improve service quality and increase customer satisfaction ratings by 10%.
03 learning objectives
This training program is designed to strengthen customer service performance by building a solid foundation in active listening, directly aligned with job responsibilities and service improvement goals. Using Bloom’s Taxonomy to structure the learning path, the course progresses from understanding the concept of active listening to applying and practicing it in realistic scenarios. Participants will:
Define active listening and explain its role in effective customer service.
Describe its importance for improving customer satisfaction and building trust.
Identify and apply the key steps of active listening.
Demonstrate skills through simulated customer interactions and receive feedback.
Practice and reinforce techniques in realistic situations to build confidence and competence.
The overall aim is to enhance customer interactions, reduce negative reviews, and improve satisfaction ratings.
04 scenario-based practice
This training incorporates scenario-based activities to simulate real-world customer interactions. Using the text-to-audio feature in Articulate Storyline, learners can listen to customer scenarios and practice active listening in a safe, low-pressure environment. This approach increases engagement, supports diverse learning preferences, and provides an interactive way for learners to build confidence before applying skills in actual customer situations.