Due: by 11:59 pm, Sunday, November 3 rd, 2019 * No assignments will be accepted late without written documentation of an unavoidable or unforeseeable event. Why this assignment? This assignment supports Course Objective 3 listed on our syllabus. Instruction 1. Read the section Five Steps to Effective Training in Chapter 7 of our textbook (from pages 151 to 163). You first need to have a clear understanding of the five steps of effective training. 2. Watch the video How to make a claim that A is caused by B in Module 3 Part 1. You also need to have a clear understanding of the contents in this video. 3. Lets assume that you are a training manager of YT&T, a large cable TV provider in Wonderland. Recently, your company had a sharp increase in the number of customer complaint cases for the service provided by the customer representatives at the call center. The management feels that there is a problem with how the customer representatives react to customer calls. This is because a large number of customers who have filled out a customer experience survey indicated that they do not feel valued during the calls with customer representatives. As a result, the management has asked you to design and implement a customer service skills training program for customer representatives at the call center. 4. Design and implement a customer service skills training program for customer representatives at the call center utilizing the five steps outlined in the section Five Steps to Effective Training in our textbook (from pages 151 to 163). However, skip Steps 1 and 4. Step 1 (Needs Assessment) has been already done through analyzing the customer experience survey. Through this, the management has concluded that the customer service skills training program needs to be implemented. Step 4 (Implementation) will be done by the instructor that you and the company have chosen. So, there is no need for you to worry about this step. Now, complete the following Steps. Step 2 (Develop Learning Objectives) Create a learning objective(s) for this training program. To do this, you may want to read the section Develop Learning Objectives in our textbook (pages 153 and 154). For an example of a learning objective, see the section 2-2. Course Objectives of our syllabus. You can also review the learning objectives that are listed at the beginning of each chapter in our textbook for additional examples. The learning objectives do not have to be as specific as in the case of our syllabus. (15 points) Step 3 (Design the Training Program) Read the section Design the Training Program in our textbook (from pages 154 to 158). Then, select the training method (or a mix of methods) that you think is the most appropriate in achieving the learning objective(s) that you have outlined in Step 2. Explain why you think the method that you have selected is the most appropriate. Also, discuss some disadvantages or potential problems that you may face in utilizing the method that you have chosen. (15 points) Step 5 (Evaluate the Training) Read the section Kirkpatricks Training Evaluation Model in our textbook (pages 160 to 161). Then, using this model, set up a plan to evaluate whether the training program has been successful in achieving the learning objective(s) that you have outlined in Step 2. However, set up a plan to evaluate only the Learning (Level 2) and Behavior (Level 3) outcomes within the Kirkpatricks Training Evaluation Model. Also, discuss the limitations of your methods in concluding that the training was successful in terms of Learning (Level 2) and Behavior (Level 3) utilizing the contents in the video How to make a claim that A is caused by B in Module 3 Part 1. For example, if the behavior of the customer representatives has been changed as intended after the training, can we really claim that the training program has caused this behavioral change? If not, why? (30 points) Important Notes 1. In writing your answers, NEVER copy-and-paste any part of the textbook or any other sources. Write the answers in your own words. If more than seven consecutive words are identical to a writing from another source (including the textbook, your past works, and any other sources), it will be considered as plagiarism, and you will receive a failing grade F in this course. You will also be referred to Students Affair
Hide
