Restaurant Training Series: customers

Concept Overview

I have been developing eLearning courses for the last four years, but due to my agreement, I never was able to use any of the product in my portfolio. As a result, I thought this would be a very great opportunity to create a scenario-based example to add to my portfolio. This employee-customer scenario was developed as part of an imaginary restaurant training series. In this part, the trainee is placed in a situation where he/she has to deal with a difficult customer.

Target Audience

  • Food industry workers

  • Age 18 and up

  • No geographical location

  • English speakers

Learning Goals

    This scenario was developed to guide food industry workers in dealing with customers. Therefore, by the end of this eLearning, the trainee will be able to handle customers’ complaints.

Learning Theories

Scenario-Based Learning approach which provides a great framework for active learning. As the learner would be exposed to a similar situation in order for him/ her to gain new skills (Mariappan, Shih & Schrader. 2004).

Feedback principle in which the learner response to an open answer question, the explanation for that question is instantly revealed. This design involves the feedback principle that posits that people learn better with explanatory feedback than with corrective feedback alone (Johnson & Priest, 2014).

The Process

  • All the information that was provided in the feedback section in this course was taken from

  • I used two different images and “insert your name” variable to add personalization effect for the scenario.

  • If I had more time to create this project, I would create scenario with each point of the provided feedback.

Project details

  • Programs: Articulate Storyline 360

  • Category: eLearning, Instructional Design

  • Created: Fall 2018


  • information:

  • Jawaharlal, Mariappan & Shih, Angela & Schrader, P.G.. (2004). Use of Scenario-Based Learning Approach in Teaching Statics. California State Polytechnic University, Pomona

  • Johnson, C., & Priest, H. (2014). The Feedback Principle in Multimedia Learning. In R. Mayer (Ed.), The Cambridge Handbook of Multimedia Learning (Cambridge Handbooks in Psychology, pp. 449-463). Cambridge: Cambridge University Press. doi:10.1017/CBO9781139547369.023


  • Designed and Developed by by Manal Alyaba