Instructional Module AET/520 Version 3

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University of Phoenix Material

Instructional Module/Training Plan

Part I: Vital Information

Author

Emma Avila

Instructional Topic

Customer Service Experience, offering more than common customer service. Being able to go the extra mile for customer

therefore enhancing service to customer service experience.

Instructional Module/Training Plan Title

Customer Service I

Learning Setting

Customer Service I is an amplified service to employees. This training will show employees how to extend an excellent customer experience than just common service. All customer

based businesses offer service but how far can it be taken to enrich the customer’s experience therefore welcoming them with a desire to return.

Audience

Bankers with sales background. While presenting a sales pitch,

audience members will focus on customer service experience. The sales position is important therefore adding priority to the relationship of the customer and business will build stronger

customer retention.

Delivery Modality (online, hybrid, face-to-face, and so forth)

Customer Service I will be a hybrid course that will be conducted in a traditional classroom environment. The classroom will be in the usual banking training rooms with the typical computer

systems. The class will be divided into teams of two. Typical class size 14-22 class members.

The system will be accessible so that the bankers can notice where they lose connection between building relationships with customer and just offering them a product. Instructor can do both

at the same time with proper attention dedicated to the teams.

Total Time Allotment

Customer Service I will occur twice within a year. This will allow the participants to practice then reunite with positive feedback or possible enhancements.

Each class will be a 6 hour course

Instructional Module/Training Plan Goal

Customer Service I classmate will learn to identify when a customer needs additional assistance. The classmate will learn to work with other company departments to offer ONE face

contact for the customer.

Two Performance-Based Objectives

Objective 1: Customer Service I participants will be more aware of providing a good customer service experience to each customer.

Objective 2: Customer Service 1 participants will help each other by properly identifying the need, solution, and ensuring a positive customer service experience was achieved.

Summative Assessment Description

The Summative Assessments for the Customer Service 1

classmate will be their overall end of month sales numbers. When done properly each customer will continue with banker throughout the year and also refer business to banker. The

company for feedback on the customer service experience will conduct random surveys.

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Part II: Development

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Attention Getter

The attention getter for this course will be by presenting them with videos of actual scenarios of bad customer service. The videos are short interactions with actors portraying actual

customer events. The time frame for them is 15 minutes.

Detailed Input of Content

In working with Customer Service 1 participants I have decided to use Gagne’s Nine Events of Instruction (How to Make a Lesson Plan. (2005). Retrieved from

https://sites.google.com/site/howtomakelessonplan/home/lesson-plan-models/discussion.

Gaining attention: Gain attention of participants by showing them the 15-minute video of actors portraying bad customer experience in our company.

Inform learners of objectives: Inform participants know that the video is there to guide them on what NOT to do when assisting

customers in the branch. Present the stimulus: Show the 15-minute video to participants

and take note of behaviors, good or bad. Provide learning guidance: A handout will be given with a brief

description on each skit so that they can take their own notes and make positive suggestions.

Elicit performance (practice): Ask participants to share their observations and offer positive suggestions to a particular skit. The participants will act out, role-play, the skit in which drew their

attention most. Provide feedback: After the class observes the role-play,

participants will be given feedback on their suggestions to the scenario.

Assess performance: Once feedback is given to participants on the skit, the facilitator will also follow up with their own feedback of the suggestions. This will help reinforce their actions during

the role-play. Enhance retention and transfer: Once the participants finish the

course, they will return to their branches. Branch managers will assist in enhancing the retention of the course objectives. The participants now have an active live daily practice of the

objectives learned in class.

Part III: Implementation

Instructional Strategies

Gagne’s Nine Events of Instruction is an effective step-by-step

process but along with this instruction Direct Instruction strategy will be incorporated. Direct Instruction consists of many processes that in combination

deem effective for class. According to "Instructional Approaches" (n.d.), “This strategy includes methods such as lecture, didactic questioning, explicit teaching, practice and drill,

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(How to Make a Lesson Plan. (2005). Retrieved from

https://sites.google.com/site/howtomakelessonplan/home/lesson-plan-models/discussion.

Instructional Approaches. (n.d.). Retrieved from http://teachinglearningresources.pbworks.com/w/page/19919560/Instructional%20Approaches

and demonstrations.”

Formative Assessment

The methods mentioned above are steps that will open the

Customer Service 1 participants to read, review, practice, act, and respond in an interactive manner. This will also allow them to form their own choices in dealing with customers. The

outcome is ultimately up to the Customer Service 1 participants but adding the proper tools and exercises will enhance their performance thereby creating a Great Customer Experience vs.

generic customer service.

Closure

In using the mentioned instructions above, the Customer Service 1 participants are exposed to two different avenues of understanding. The Gagne’s Nine Events give a step-by-step

and Direct Instruction enriches the common service into a Customer Experience. The objective is that each Customer Service 1 participant distinguishes himself or herself into a

personal consultant that will create loyal customers.

Materials and Resources

See Below: