Connecting With American Consumers

This course was designed in Articulate Storyline for Jamaican call center agents selling to American customers. The problem wasn't product knowledge. It was cultural disconnect.

The original course had seven modules and four intro slides that delayed the actual content. I cut it to three modules and one intro screen. Each module opens with the cultural insight, then connects it directly to call behavior.

The slides are written for someone who isn't American, so every line had to be plain, specific, and immediately usable on a call.

Each module closes with a scenario. Wrong answer feedback explains the reasoning, not just the result.

Three modules. One clear problem. Behavior change over knowledge transfer.