Handling Difficult Customers
ABOUT
For an advertising agency who offers design services to customers, the most important thing is to meet customers' demand. The old saying goes "The customer is always right". However, there are always some "difficult customers" that lead to friction between the two sides. And even though customers are obviously wrong, service providers cannot challenge them. Therefore, it is necessary and vital for account executives, who directly contact customers, to learn tips to overcome anger, fear, or personality differences and to communicate with harsh customers.
This e-learning course is designed for freshmen in advertising agencies who want to be account executives. But actually, the target learners can be everyone who is interested in it since there is no precondition requirement for learners. Since the learning content is practical, it is hard for learners to construct their cognition and apply the knowledge into practice through learning with PPT. These learning problems will be solved through the design of e-learning with suitable learning media and tools.
DESIGN HIGHLIGHTS
Create meaningful connections: Putting information in context connects with their prior knowledge in real life.
Use Inductive mnemonics and Inductive stimulations: Giving imagines， human voice，videos to illustrate the learning content. According to Dale's cone of learning and the cognitivist learning theory, images and hear voices help learners to remember factual knowledge and form long-term memory.
Storytelling: Linking the dispersive knowledge to a coherent story in a meaningful context to enhance learners' understanding.
Chunking information: In this module, 7 tips are chunked as 6 parts of information. Learners can choose from the learning "map". According to cognitivism learning theory, individuals create higher-order cognitive representations of the items on the list that are more easily remembered as a group than as individual items themselves.
Gamification: This module is constructed as a climbing adventure using game-design elements such as trophy. Gamification helps individuals to comprehend digital content and understand a certain area of study such as communication. It makes the learning flow smooth and improves the learning outcomes.
