Training Title: Soft Skills and Customer Communication

Training Overview: In this course, customer success specialists working at an educational technology company, Orange Slide, will learn about and practice soft skills in the areas of empathy, active listening, and persuasion. Each module will focus on one of these soft skills.

Target Audience: Customer success specialists for the Orange Slide company range from age 25 to 55. This can be an entry level position and requires a bachelor’s degree. To be successful in their roles, they require product knowledge, align their views to the company’s mission and values, and soft skills. This includes an understanding of the customer’s concerns and thoughts. The learners are organized, with customer service experience and computer technology experience.

Context Analysis: This training will occur asynchronously using the company’s learning management system. All customer success specialists at the company will complete the training over the course of six weeks. Since the learners have experience with technology, they will be able to navigate the online modules successfully.

Highlighted Creation Tools: PowerPoint, Storyline by Articulate, Canva

Learning Management System: Canvas (Video of draft recorded using Camstasia)