USE this Worksheet
for this assignment.
When applicable, you can
use material from the U1 and 2 Worksheet.
You can also change your U1 and 2 Worksheet responses for U3 to improve
them.
Unit 3 Task Analysis
Worksheet
NAME: Mary
Smith
DATE: XXXXX
Organization
The organization is Tech City.
Program Title
The title of the training program is, “Five Steps to Handling Customer Complaints.”
Business Strategy (FOCUS: one sentence- generating revenue, containing expenses, complying with regulations)
The business strategy for Tech City is to generate revenue.
Business Need - WHAT (FOCUS: one sentence stating what the organization needs to do to accomplish that business strategy)
In order to generate more revenue, Tech City must improve its customer service.
Business Need – HOW (Explain
how this business need accomplishes the Business Need - WHAT? Who gets
trained and what training is required?)
Employees need to learn how to address customer complaints.
Transfer of Training -
Near or Far and Why
The training will use far transfer of training. Trainees will learn five steps to use in handling customer complaints, but the application of the five steps will vary contingent upon the customer and situation.
Transfer of Training – What Transfer of Training principles will you use in your lesson plan to address your Near or Far Transfer of Training and how? (pages 79 – 83)
This training should result in a positive transfer with increased job performance. The training will utilize identical elements, general principles, stimulus variability and support in the work place. Identical elements will be applied with in the role plays using scenarios that feature customers with intense customer complaints. The identical elements will feature psychological fidelity to help ensure that the role plays are similar to what the trainees will encounter in the organization.
The training will include the five steps for customer complaints to be learned as general principles which are fundamental elements in the task. A first step in learning how to constructively address customer complaint is knowing some general principles related to customer service. Those general principles are them applied as relevant in specific situations.
The training will also include stimulus variability. The role plays will feature a variety of situations that are intended to give a variety of stimuli. The trainees will learn how to identify the stimuli and explore appropriate responses.
Finally, the training will also include intentional supervisory support. Supervisors will be involved in the training. Supervisors will be consulted prior to the training to ensure that necessary adjustments are made to the training to address specific concerns supervisors have with the customer service of their employees. Supervisors will also be briefed on that the five steps are so that they can follow up with their employees. Supervisors will also be asked to talk with each employee regarding the five steps within a month of the training.
Knowles Adult Learning Principles - Which Adult Learning Principles will you apply to your lesson plan (Page 87 - 89)? (State which adult learning principles you will apply to your lesson plan and how they will be implemented.)
The training will build upon previous trainee knowledge and experience. Trainees will be asked to share what they have learned about customer service and customer complaint. The trainer will also ask for examples when the trainees have encountered customer complaint and the likelihood of subsequent complaint as a means of increasing readiness for learning.
Training Objective: State your training objective in one sentence. (It should contain conditions (what are the conditions under which you want them to perform — what is the situation) performance (what you want them to do — observable and measurable) and criteria (the acceptable level of performance).
When an employee encounters a customer complaint, employees will complete all of the five steps to handle customer complaints within one hour.
Lesson Plan
A. Preparation Required:
1.
Physical Environment
Main conference room on the first floor.
2.
Equipment and
materials
Equipment needed includes a projector, laptop with PowerPoint, power and connector cords, paper PowerPoint, agenda, white board with markers, pens, post-it notes, print outs of frequent customer complaints scenarios, print outs of hard customer complaint scenarios.
3.
Instructor: You
I will be the instructor.
4.
Trainee(s)
The trainees will be the newly hired, and existing employees.
B. Curriculum Required:
|
TIME |
ACTIVITY |
|
Session 1: 9:00-10:00 am |
Welcome and introductions (15 min) Review agenda and purpose of training (5 min) PPT Have participants complete the pre training evaluation form. Beak up into small groups to collaborate on who is a customer, why customer service is important and why a formal process for handling customer complaints is needed. Come back as one group and use a combination of the white boards and post-it notes to show a visual representation of the answers given. (40 min) |
|
10:00-10:15 am |
BREAK |
|
Session 2: 10:15-11:15 am |
PPT Presentation: Use a power point presentation to lecture and go into depth on the five steps to handling customer complaints. This includes how to identify a customer complaint, monetary limits allowed to offer a solution and the documentation process. |
|
11:15-12:30 am |
LUNCH |
|
Session 3: 12:30-1:30 pm |
Break up into small groups to role play customer complaint process. Refer back to the power point presentation as a guide. Have participants role play a variety of frequent customer complaint scenario’s that will be provided to them with all five steps of the process. Come back as one group and go over each scenario. Also present some very hard customer complaint scenarios to discuss as a group. |
|
1:30-1:45 pm |
BREAK |
|
Session 4: 1:45-2:45 pm |
Review and have final discussion on the five steps to handling customer complaints processes and how it relates to Tech City’s business need and business strategy. Have participants complete the post training evaluation form. |
PPT Session Required
Session two will be presented by a power point presentation for unit 4. The power point presentation will go in depth on the five steps to handling customer complaints. This includes how to identify a customer complaint, monetary limits to offering a solution and the required documentation process. This session will provide direction and give the framework needed in order to successfully complete the role-playing exercise in session three.
Overall the lesson plan will give definition to who is a customer, identify a customer complaint, outline in detail the five steps to handling customer complaints, educate staff on how to document the complaints, and how this process adds value to the organization. The timeline and sequence of events will serve as building blocks of knowledge and tie back to Tech City’s business need and strategy. According to Kirkpatrick (2018), “Keep in mind that the purpose of training is to improve on-the-job performance and measurable contribute to key organizational results.”
The training evaluation will include role plays, scenario reviews and an evaluation. The role plays and the scenario reviews will provide opportunity to observe the trainee’s subject mastery of the material previously covered. Both the role play and scenario reviews will allow the trainer to coach, encourage and correct. The evaluation survey at the end of the training will also be a valuable source of feedback.
References
Kirkpatrick, W. (2018). Simplify evaluation. TD: Talent Development, 72(4), 32. Retrieved from: https://eds-b-ebscohost-com.libauth.purdueglobal.edu/
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