Snow White & the Seven Crewbies
Role: Instructional Designer
Timeline: 2 days
Tools: Final Cut Pro X, Motion, Canon 70d, Google Workspace
Stakeholders: CS Training, CS Advisors
Problem: I built a communication workshop for our CS Advisors, but felt it needed another engaging element.
Outcome: I wrote, cast, and shot this video focusing on the different types of customer service “crewbies,” as we called our advisors at the time. Snow White was a key part of Airbnb’s customer journey (more here, if you’re curious!), so it was especially appropriate to build this into our soft skills training.
The “Crewbies” featured in the video read the script and got to choose the character they wanted to play.
Performance Highlights:
Snow, the ideal customer support agent
Sleepy, the unengaged, monotone agent
Dopey, who was distracted from his work
Sneezy, who came to work sick
Script
The video doesn’t have burnt in captions, so please reference the script:
Upbeat piano music plays.
Dopey’s phone rings. He doesn’t answer it.
Sneezy: Thanks for calling Airbnb. My name— sneezes
Bashful: Thank you for calling Airbnb. My name is Bashful and—mm. Mhmmm.
Sleepy: Thank you for calling the Customer Experience team. My name is Sleepy and I’d be happy to assist you today.
Grumpy: Thanks for calling Airbnb. This is Grumpy. Who am I speaking to?
Doc: Thank you for calling Airbnb Customer Service. My name is Doc and I’m happy to help you today. (Beat) Oh.
Happy: Hi! Thank you for calling Airbnb! My name is Happy and I’m happy to help you with your issue today! Now who am I speaking to on this fine Monday morning?
Snow White: Thank you for calling Airbnb, my name is Snow. How can I help you today?
Sneezy: Can I have your first name, please? (Coughs excessively) I’m sorry, can you repeat that.
Dopey’s phone continues to ring. He’s playing around with something else.
Sleepy: Mmhmmm. Mmmm. Mmmmmm…
Snow White: Oh, of course. Yeah, I’d be happy to help you understand that price breakdown.
Grumpy: And what’s your issue today? Ugh, doesn’t sound as bad as my day.
Bashful: No—No, well—Yeah, well. I’m sorry. I actually don’t know.
Dopey’s phone continues to ring. He’s reading a book.
Happy: And what seems to be the problem today?
Grumpy: Uh huh.
Bashful: If you could just… hold on for a second. Would you mind if I put you on hold? Okay. (He accidentally hangs up on the customer.)
Doc: Have you considered getting a lawyer? I think you should. Because it—it really sounds like your landlord is just breaking all sorts of tenants’ rights laws.
Snow White: May I have your first name please? Oh, thank you, Charming.
Grumpy: Could you just stop talking for just, like, two seconds?
The phone rings again. Dopey is taking a selfie.
Sneezy: Could you hold on for just a second? (Almost sneezes) Okay, false alarm, where were we?
Sleepy: Um. Is there anything else I can help you with today?
Grumpy: I’m not giving you attitude you’re just a (bleeping bleep).
Bashful: Hello? Hello? (He sighs, frustrated)
Snow White: I’m glad I could make sense of that for you, Charming.
Sneezy: (Sneezes)
Happy: That is terrible! You’ve come to the right agent! Let’s get this taken care of!
Grumpy: No, you are! Geez.
Snow White: Do you have any other questions for me today? Well, you have a great day, too. Bye!
Dopey’s phone continues to ring.
Cheerful piano music fades back in.
Dopey gets up and walks away from the ringing phone, then returns for a beat to close the laptop.
The ringing stops.
Sneezy
Dopey
Happy