## Delivering Exceptional Customer Service

This work sample was designed for rolling out a new organization-wide initiative for customer service. I initially developed it as an instructor-led training (ILT), and later converted to a virtual instructor-led training (vILT) to reach employees who were unable to attend the training in person.

**Tools Used**

- Microsoft PowerPoint
- Microsoft Word

**ILT Project Documents**

- [Facilitator Guide](/content/wp-content/uploads/Customer-Service_FacilitatorGuide-ILT.pdf)
- [Participant Guide](/content/wp-content/uploads/CustomerService_ParticipantGuide.pdf)
- [ILT PowerPoint Presentation](/content/wp-content/uploads/CustomerService_ILT.pdf)
- Handouts with scenarios and instructions

**vILT Project Documents**

- [Facilitator Guide](/content/wp-content/uploads/Customer-Service_FacilitatorGuide-vILT.pdf)
- [vILT PowerPoint Presentation](/content/wp-content/uploads/CustomerService_vILT.pdf)
- Handouts with scenarios and instructions

**Project Features**

- Breakout rooms and whole group discussions for vILT
- Small and whole group discussions to reflect on learning
- Role playing scenarios
- Knowledge checks to activate and monitor learning