An online course designed to help build strong customer service and communication skills for new hires at a restaurant.
Authoring Tool: Canvas LMS, Rise 360, Storyline 360, Google Slides, Canva
Overview: I designed this online course for my capstone project in the University of San Diego’s MS Learning Design & Technology program. Built to be packaged into the onboarding program at a family-owned restaurant, this course is delivered through Canvas LMS and consists of two modules. The first covers essential customer service skills, while the second dives into verbal and non-verbal communication strategies.
Course Features:
- Delivered via Canvas LMS
- Two modules divided into bite-size lessons
- Presentations designed with Articulate Rise 360
- Captioned videos with transcripts
- Downloadable course workbook
- Digital and print learning activities
- Game-based learning activities
- Two graded assignments with rubrics
- Opportunities for discussion and engagement with peers
- Quizzes for formative assessment
- Summative assessment designed with Articulate Storyline 360
Course Overview Video (3:52, Captioned)
Purpose: Superior Service seeks to address a training gap at the client’s restaurant. Although Centennial Waffles enjoys a high customer satisfaction rating, high employee turnover has resulted from a lack of quality, comprehensive customer service training. As the restaurant’s owners seek to expand within the next 1-2 years, the need for this course became more pronounced than ever.
Course Learning Outcomes:
- List three key ways in which restaurant staff can contribute to a positive customer experience.
- Evaluate the effectiveness of different verbal and non-verbal responses when given a sample customer issue or need.
- Execute the steps for delivering an effective apology when resolving a customer complaint.
- Create a list including two verbal and two nonverbal communication techniques to practice during customer interactions in a future shift.
- Articulate two ways in which restaurant staff, including servers, kitchen staff, and management, can benefit from consistent use of communication techniques such as active listening, even outside the workplace.
Course Workbook Preview:
Related Resources: Apology Ace Learning Game, VR Gallery Walk: The Positive Customer Experience