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  • Major Dlpo

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    Junrey Belando
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    The document is a daily lesson log for a grade 11 class on Contact Center Services NC II. It details the objectives, content, learning resources, and procedures for a lesson on interactive communication and call simulation. The lesson objectives are for students to discuss tools for mock calls, perform a mock call using a tool to address customer issues, and observe best practices for calls. Students will participate in a mock call activity using Amazon.com's website and be evaluated based on tone, willingness to help, correct procedures, and overall performance.

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    MAJOR DLPO

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    The document is a daily lesson log for a grade 11 class on Contact Center Services NC II. It details the objectives, content, learning resources, and procedures for a lesson on interactive communication and call simulation. The lesson objectives are for students to discuss tools for mock calls, perform a mock call using a tool to address customer issues, and observe best practices for calls. Students will participate in a mock call activity using Amazon.com's website and be evaluated based on tone, willingness to help, correct procedures, and overall performance.

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    © All Rights Reserved
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    25 views2 pages

    Major Dlpo

    Uploaded by

    Junrey Belando
    The document is a daily lesson log for a grade 11 class on Contact Center Services NC II. It details the objectives, content, learning resources, and procedures for a lesson on interactive communication and call simulation. The lesson objectives are for students to discuss tools for mock calls, perform a mock call using a tool to address customer issues, and observe best practices for calls. Students will participate in a mock call activity using Amazon.com's website and be evaluated based on tone, willingness to help, correct procedures, and overall performance.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 2

    DAILY LESSON LOG (DLL) FOR GRADE 11

    School: Dumaguete City National High School Grade Level: 11 Quarter: 1st Teacher: Mr. Junrey R. Belando

    Principal: Mr. Alden A. Rabina Teaching Date: Learning Area: Contact Center Services NC II

    Session 3: September 12, 2019


    I. OBJECTIVES
    A. Content Standard The learner demonstrates understanding of concepts and underlying principles in delivering quality customer services.
    B. Performance Standard The learner independently demonstrates appropriate approaches in delivering quality customer services in accordance with call
    center industry policies.
    C. Learning LO1. Transmit/receive calls to or from customers
    Competencies/Objectives TLE_ICTCC9-12QS-IIIdj-2

    At the end of the lesson, the students shall be able to:


    1. discuss the different tools needed in mock calls;
    2. perform a mock call utilizing a tool to address customer’s issues; and
    3. observe the best practices to be applied during calls in order to leave a good impression in the part of the customer.

    II. CONTENT Interactive Communication: Call Simulation


    III.LEARNING RESOURCES
    A. References Contact Center Services NC II LM for Grade 10; CG
    B. Other Learning Resources Computer Laboratory; Internet Connection; Skype and Skype accounts
    IV. PROCEDURES
    A. Presenting the New Preliminaries (checking of attendance, greetings.)
    Lesson/Reviewing Students will be presenting in groups the result of their interviews. After processing the students’ works, present the new lesson.
    B. Establishing a Purpose for Ask students to read the objectives for today.
    the Lesson
    C. Presenting Instances or Present the lesson by introducing the different tools to be used and proper way of using them.
    Examples of the New Have a few volunteers to discuss the different tools.
    Lesson
    D. Discussing New Concept #1 Mock Call:
    Students will be asked to utilize the Amazon.com website and will act as call center agents for Amazon.com. Teacher will provide
    the mechanics and criteria for this activity.
    E. Making Generalizations Students will be led to cite their own generalizations based on today’s topic.
    and Abstractions About the
    Lesson
    F. Evaluating Learning Evaluation is done during the individual mock calls according to the following criteria:
    Tone of Voice – 10
    Willingness to Help -10
    Correct Procedure – 20
    Overall Performance – 10
    Total: 50
    G. Additional Activities for Students will be asked to write a short reflection regarding their call simulation experience.
    Application or Remediation
    H. Remarks Projector and internet connection are required for this performance activity.
    I. Reflection

    Prepared by:
    JUNREY R. BELANDO
    SHS Teacher Checked by:
    MR. FRITZ DIVINO
    TVL Coordinator

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