Customer Conflict Resolution for Hospitality Staff

SOFT SKILLS/BEHAVORIAL TRAINING

This interactive module places learners in real-world hospitality situations where effective communication and empathy are key. Built in Storyline 360, the course uses branching scenarios, visual storytelling, and guided feedback to help learners practice resolving conflicts professionally and calmly.

Details

Type: Elearning

Client: Demo project created for a hospitality-focused customer service training scenario
Use case: Created as a demo to showcase scenario-based learning; designed to reduce customer escalation incidents and improve frontline communication skills through realistic practice.

Date: March 2025

Tools

Tool 1: Storyline 360

Tool 2: ElevenLabs-Voiceover

Tool 3: Canva

Tool 4: Midjourney- Visuals

Tool 5: Capcut - Video

Tool 6: AI: ChatGpt- Scripting

Skills

Skill 1: Instructional Design - ADDIE

Skill 2: Multimedia Integration

Skill 3: Content Development

Skill 3: Self-assessment

Skill 4: Graphic Design

Skill 5: AI-Assisted Content Creation

The Design Process

Analyzing

Identified the need for frontline staff to practice resolving customer conflicts in a safe, realistic environment.
Defined core learning objectives focused on de-escalation, empathy, and communication.
Researched real-world customer service scenarios in the hospitality industry to inform realistic dialogue and learner decisions.
Chose a branching scenario format to align with adult learning theory and provide decision-based feedback.

Development/Design

The module was developed in Storyline 360 using interactive branching scenarios to model realistic customer service situations. AI tools supported the scripting and visual design process, helping bring characters and dialogue to life. The layout was designed to reflect a hospitality setting, with accessible features like closed captions and keyboard navigation built in.

Implementation

While this project was developed as a demo, it reflects best practices for deployment—ensuring compatibility across devices, user tracking, and ease of access for learners in customer-facing roles. The structure supports both self-paced learning and potential integration into a blended training program.

The Finished Project

To evaluate the effectiveness of the training, the module was designed with built-in scenario outcomes and feedback to promote learner reflection and skill reinforcement. In a real-world deployment, success metrics would include improved customer satisfaction scores, reduced escalation incidents, and post-training survey results measuring learner confidence in handling conflict. Stakeholder feedback and learner engagement data would be used to iterate on the content and ensure alignment with organizational performance goals.

View Finished Project

Lessons Learned

One challenge was crafting realistic branching scenarios that felt authentic without overwhelming the learner. I learned how important it is to balance complexity with clarity, especially in soft skills training. If I revisited this project, I would incorporate learner voiceover or dialogue audio earlier to test emotional tone and pacing.

"I highly recommend Taneise as an instructional designer. Her expertise in creating engaging, effective learning materials is impressive. Taneise combines deep knowledge with creativity, resulting in outstanding courses. She is a collaborative team player and someone I could rely on to get the job done. Her passion for education shines through, making them a valuable asset to any team."
-Nicole Dornan, Learning Experience | ID | LXD | Project & People Management - National University

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