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Handling Complaints: The HEAT Model
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Project Overview
CLIENT / CONTEXT
Customer service training focused on complaint handling and empathy-based communication
DURATION
~25 minutes
ROLE
Instructional Designer (Full-cycle)
FORMAT
Microlearning course (Articulate Rise + Vyond animations)
Key Outcomes
Master empathy techniques for customer interactions
Reduce escalations and resolve issues faster
Increase customer satisfaction and loyalty
Project Documentation
Needs Analysis Form
Training Blueprint
Lesson Storyboard