Empathy & Rapport

Deliverables

  • 💻

    eLearning course developed with Articulate Rise 360

    See Course

  • 📄

    Design Document

    See Design

Challenge

Customer satisfaction and quality assurance scores were inconsistent, and a lack of empathetic communication was identified as a root cause. The aim was to help representatives better understand and apply empathy in daily interactions, enhancing the customer experience. I designed the course with Chewy’s high customer service standards in mind.

Solution

I developed an Articulate Rise module focused on practical empathy skills, incorporating storytelling, emotional intelligence strategies, and Gagne’s guide to facilitation to keep content purposeful and relevant. The tone, design, and flow mirrored the customer-centric ethos of Chewy, creating a warm and approachable feel. If implemented, this module would support improvements in customer satisfaction, quality effectiveness, and brand trust.

This course would function as a mix of instructor-led training and self-directed learning, as was the standard use of Rise courses for the company.