Mental Health in Customer Support
Role: Instructional Designer
Timeline: 4 months
Tools: Articulate 360, Google Workspace
Stakeholders: CS Training, CS Leadership, Partner Management, Heart & Soul (internal mental health advocates), CS Advisors
Problem: Advisors expressed feelings of overwhelm, isolation, and anxiety in response to Covid-19 and on-the-job stressors.
Outcome: I delivered a 30-minute training course with supplemental resources and best practices for a variety of mental health topics.
Prep
When we all started working from home in 2020, there were concerns about isolation and anxiety during the pandemic. Internal stakeholders at Spotify wanted to put together resources not only for advisors, but for customers, too.
After meeting with stakeholders about the goals for the training side of things, here’s what I had:
Development
I worked with our Partner Management team and global Trainers to determine the most common feelings advisors experienced on the job. Given the vendor-client relationship between us and our call center partners, we wanted to ensure we weren’t overstepping into a realm of diagnosis, so it was important to stay focused on what we could influence without trying to treat.
What I’d do differently today:
Dream it.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Build it.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Grow it.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.