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Document Description: by Learning Gurus, Inc
Document Description: by Learning Gurus, Inc
Document Description
The purpose of this design document is to provide Best Products, Inc. with a
detailed guide for the development and execution of the Simply Service training
to be delivered in June 2018.
Audience Description
The intended audience for the Simply Service training includes call center
supervisors and telephone operators. Individuals in either role may attend the
same training.
Best Products, Inc. Call Center Supervisors
BPI employs four call center supervisors who average 2 to 6 years of
service with the company. The supervisors are scheduled for eight-hour
shifts.
Supervisors are all previous call center operators who have been
promoted based on their exceptional customer service skills and ability to
use the order entry system. The supervisors have a high school-level
education.
The supervisors also handle all call escalations when operators cannot
complete customer requests.
Best Products, Inc. Call Center Telephone Operators
BPI employs 25 call center telephone operators. Their primary
responsibilities are to answer customer calls related to existing orders or
to enter a new order into the system. The operators average 2-10 months
of service at the company and are scheduled for eight-hour shifts.
Operators are all female and range in ages from 18 to mid-60s with the
majority being under 35 years old. All telephone operators have
completed high school, some have completed college level courses. For
many operators, this is their first job.
5/2/2018
EDUC-768 Project Management for Instructional Design, Design Document
Course Description
The Simply Service training will be provided to telephone operators and call
center supervisors to better equip them with knowledge and skills. Teaching the
operators and supervisors to be proficient in their use of the SimplyOrder system
as well as proper phone etiquette will help reduce call times and decrease the
number of poor customer service ratings, thereby increasing sales. The training
will involve interactive activities and demonstrations, as well as job aids and
facilitator guides so that the training can continue to be built upon and given to
new employees.
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The role-play scenarios will continue until each student has acted as an operator
in a role-play and received peer feedback.
Course Outline
The course outline was developed by Learning Gurus, Inc. as a road map that
shows the topics, sequence, and flow of each lesson that will be covered in the
Simply Service training. The training is specifically designed to be delivered to
telephone operators and supervisors and a more detailed outline of the lessons
can be found in Appendix B.
Module 1: Course Introduction
A. Introduction & Overview
B. Company Values
C. Course Implications
D. Course Objectives
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Media
The media that will be incorporated into the course includes audio examples of
both successful and unsuccessful calls made by operators. This will demonstrate
both poor and proper etiquette. Slides will also be used with relevant graphics,
pictures, and screenshots of the SimplyOrder system that help the students to
visualize the process and remain engaged throughout the training.
Development Tools
Learning Gurus, Inc. will use several software platforms to develop the course.
Both Microsoft PowerPoint and Word will be utilized to create presentations and
documents for the course and course materials. The SimplyOrder system
sandbox, as well as programs such as SnagIt and Adobe Photoshop, will be used
to create snapshots of the SimplyOrder program. Audio recording and editing
software will be used to present examples of customer service calls for training
purposes.
Development Time
Learning Gurus, Inc. will require 402-436 hours of development time for
training.
Support requirements
To complete the course, Best Products, Inc. management will help Learning
Guru’s, Inc. in the following ways via SMEs, written, electronic, or audio
sources:
Provide audio files from BPI to cull examples for training purposes.
Detailed steps and guidelines for tasks
Any relevant documents electronically
Adherence to additional research schedule
Management of training materials and provider of training room space
and supplies
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EDUC-768 Project Management for Instructional Design, Design Document
Ownership
Best Products, Inc. will have complete rights to all course content created by
Learning Gurus, Inc. during the development of the training. The course content
will be managed by the Call Center Supervisors who will be instructed on
effective delivery of the course and course activities by Learning Gurus, Inc.
Best Products, Inc owns the course after delivery
Project Sign-off
Please sign below indicating agreement with the proposed course plan and
approving start-up of the development phases.
_________________________________________________________
Instructional Designer Date
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EDUC-768 Project Management for Instructional Design, Design Document
information
provided by the
customer.
2E 10 Review and Summary NA Presentation of NA NA Slides with
information text/graphics
4A 15 Lesson Introduction NA Presentation of NA NA Slides with
facts text and
Customer Service Overview product and
Customer Service Importance stock
customer
Lesson Objectives graphics
4B 35 Basic Customer Service Principles Given Definition of Assessment Method: Ask to List of
examples of principles and label or classify instances of customer
1. Consistency [in language and tone] various customer service strategies.
examples of service
customer call associated principles on
Use a consistent style of language Assessment Description:
strategies, behaviors of slides and in
in greeting Participants will be shown
participants each customer student
examples of telephone operator
Address customers with respect will identify
service call strategies and will have to guide.
(e.g., Mr. or Ms.) the associated
principle. classify them as associated with
company
one of the three customer
Show patience in answering customer
service principles or as a non-
questions service
example.
principle with
Use a positive and friendly tone no errors.
during the call
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Use a personalized
conversational style of
communicating, including
calling the customer by name
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4D 45 Handling Customer Requests/Questions Given a Instructional Assessment Method: Application Audio file of
scenario of a Method: of principle-based task. a successful
typical Demonstration customer
customer call, Assessment Description:
of the service call
learners will Participants will be divided into
principle-based from greeting
demonstrate groups of four: one peer will act as
task. the customer calling in, one peer to closing
how to handle
customer Instructional will act as the telephone operator Two customer
inquiries using Description: and the other two will act as inquiry
the three observers. The role-playing peers
scenarios are
customer The facilitator will be provided with background
written in the
service will information for their specific
customer service scenario and will student guide
principles. demonstrate
have to apply that information in a for peer
completion of
reenactment of a customer call. review
the peer review
Observers will evaluate the quality exercise
exercise by
of customer service in this
introducing an interaction using the peer review Peer review
audio scenario feedback form. Scenarios will form
of a customer involve role play situations that
call. Through include a customer calling to order
guided an item without a catalogue, and
instruction, the customer that is angry that his
group will order was not received and has not
evaluate the been shipped. Each role-play
call using the session will be followed by a
peer review debriefing amongst the group
form. members. The exercise will be
repeated with a different scenario,
so each member has an
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