Help Desk Employee Training

The Problem

New help desk employees often begin their roles without sufficient experience in balancing technical troubleshooting with respectful customer communication. This gap can lead to ineffective problem resolution, frustrated customers, and inconsistent service quality. Traditional training methods frequently focus only on technical knowledge, leaving employees underprepared for the interpersonal challenges of customer support. 

The Solution

To address this, I developed a scenario-based eLearning module designed specifically for new help desk staff. The training immerses learners in realistic support scenarios where their decisions directly shape customer outcomes. By integrating ChatGPT, the module delivers dynamic branching conversations, offering a wide range of authentic responses and tailored feedback. This approach provides a safe environment for practice, strengthens both technical and soft skills, and prepares employees to deliver effective, professional, and customer-centered service. 

Design Process

Impact