Instructional Design Document

Design Document

Project Name: PJ Enterprises Customer Support Training Upgrade

Prepared by: T2 Learning Solutions

Date:

Purpose

The training is intended to improve employee knowledge of the products in the catalog and improve customer
service skills.

Target Audience:

Telephone operators

General learner characteristics:

Learners consist of multiple shift operators with varying levels of experience with company products.
Over half of learners are dissatisfied with their jobs to the point of leaving
Basic computer skills

Application of learning theory:

Andragogy – Adult Learning Theory:

 Adult learners are problem-centered.

o Use participatory practical application activities
 Adult learners tend to prefer straightforward how-to activities
o Focus on direct application of concepts that apply to their daily work

Training format:

Computer Based Training module:

 508-compliant
 SCORM compliant
 Asynchronous

Learning Environment

Organizational: Developed and required for telephone operators, sponsored by HR, the merchandising
manager, and catalog director.

Physical: in their workspace, hosted on the company LMS, taken at home or at the office. They will be
provided time to do the training at work.
 1. Terminal Objective: Given a customer phone call, telephone operators will be able to use proper etiquette in
compliance with PJ Enterprise standards.
Enabling Objectives
Given a phone call,
telephone operators will
provide a proper greeting
according to company policy.
Given a phone call,
telephone operators will
accurately identify the
customer request/order.
Given a phone call,
telephone operators will
document the call according
to company policy.
Given a phone call,
telephone operators will end
the call according to
company policy.
Absorb Activity
Read company policy on
appropriate greetings
Assessment: Knowledge
check: What is the best way
to greet a customer?
Watch video on customer
service
Assessment: Knowledge
check: Using the scenario,
what is the customer
requesting?
Review company policy for
call documentation
Assessment: Knowledge
check: What information is
necessary when
documenting customer calls?
Read company policy on
appropriate endings of
customer telephone calls
Assessment: Knowledge
check: What is the best way
to end call with a customer?
Do Activity
Listen to sample phone call
and identify an appropriate
greeting
Assessment: Accurately
identifies an appropriate
greeting according to
company policy
Listen to sample phone call
and correctly identifies the
customer request/order.
Assessment: Accurately
identifies the customer
request/order
Listen to sample phone call
and document the call
according to company policy
Assessment: Accurately
documents the call according
to company policy
Listen to sample phone call
and identify an appropriate
ending for the call
Assessment: Accurately
identifies an appropriate
ending for the call, according
to company policy
Connect Activity
Role play a customer
telephone call using an
appropriate greeting
Assessment: Utilizes an
appropriate greeting for the
call, according to company
policy
Activity: Role play a
customer telephone call and
correctly identify the
customer request/order
Assessment: Accurately
identifies the customer
request/order
Activity: Role play a
customer telephone call and
document the call according
to company policy
Assessment: Accurately
documents the call according
to company policy
Activity: Role play a
customer telephone call
using an appropriate ending
for the call
Assessment: Utilizes an
appropriate ending for the
call, according to company
policy
2. Terminal Objective: When provided the product reference guide, telephone operators will accurately describe the
product within 30 seconds.
Enabling Objectives
Telephone operators will be
familiar with the reference
guide
Telephone operators will be
able to accurately describe
the features of each product
Telephone operators will be
able to quickly identify
products and provide correct
information to customer
Absorb Activity
Read “How to use this guide”
documentation
Assessment: Knowledge
check: Which of the following
can you get information
about in this guide? (Product
features, product price, etc.)
Watch video demonstrating
how to use the guide to
describe 2 different products
Assessment: Knowledge
check: Using page X in the
guide, which of the following
are features of product Y?
Review the product
reference guide
Assessment: Knowledge
check: Given several product
names, correctly choose the
product information
Do Activity
Given a piece of information
about a product, identify the
page of the guide that
contains that info
Assessment: Accurately
identifies the guide page that
has the given information
Listen to sample phone call
and identify which part of the
product description is correct
and which part is inaccurate
Assessment: Accurately
identifies which part of the
product description is
accurate and which is not
(Can use reference guide)
Listen to sample phone call
and identify items from a
description
Assessment: Given a
description of an item,
correctly identify the item
from a list
Connect Activity
See Connect Activities for
the other 2 EOs for this TO
Assessment:
Activity: Role play customer
call – customer asks
operator to describe several
different, but similar,
products
Assessment: Accurately
describes the products to the
customer (can use reference
guide)
Activity: Role play a
customer call – a customer
describes an item from the
catalog
Assessment: Recommend
an item correctly based on
the description provided by
the customer
 Assessment Summary
Learners ability to apply the content provided in the training will be assessed, not only with course knowledge
checks and testing, but by observation as well. During the training, telephone operators will be evaluated with an
eLearning course containing knowledge checks and a final test. Following the eLearning course learners will
participate in a role play activity in which they will demonstrate the use of the key concepts provided in the
eLearning course. This method provides a safe environment to apply the new information as they communicate
with customers over the phone, as well as an opportunity to assess the learner’s ability to demonstrate
application.

Evaluation Plan
Formative
As a means of measuring student progress during the learning process, the learning module will contain
knowledge checks in each lesson to assess student comprehension of stated learning objectives. Knowledge
checks will not be graded, but students must answer questions correctly to advance to the next screen. Students
will be given 3 attempts to answer the question correctly or be automatically redirected to the beginning of the
lesson to review the material.
The knowledge checks will also provide T2LS designers data on most frequently missed questions and will aid in
determining whether the question is valid and/or if the information in the lesson is presented in a way that
facilitates student comprehension.
Summative

To measure overall student comprehension of the material, students will take a test at the end of the last lesson to
assess what they have learned after completing the learning module. The test will determine an acceptable level
of knowledge has been gained as a result of completing the learning module. Students will have two attempts to
achieve a grade of 80% or higher. After a first failed attempt the student will be automatically redirected to take
the test again. After a failed second attempt the student will be automatically redirected to the beginning of the
learning module to start again.

Confirmative
To determine the continuing effectiveness of the learning module and the continued proficiency of PJ Enterprises
telephone operators, T2LS could prepare a survey to be sent to employees 60-90 days after they complete the
learning module to gather information on whether or not they feel the training improved their ability to do their jobs
more effectively and efficiently. In addition, a second survey could be developed to send to customer service
supervisors to determine if telephone operators are meeting stated job requirements.