This instructional plan allowed me to fully understand the proper steps to set up a course. It gave me the outline necessary to create an effective plan to train others. It gave me the opportunity to create and to foresee any problems that come.
2. Needs Assessment
Many companies have forgotten the value they can bring to their customers by training their employees
properly in customer service. This course will offer the opportunity to train the company employees to
deliver a customer experience vs. customer service.
At this time the only training offered is a basic personality evaluation. This enables the employee to
identify the different customer personalities but does not train them on how to properly satisfy their
needs.
To add to what they already know from the personality test; the company will offer a trainer/facilitator to
provide one-on-one class participation with role-plays to increase an enriched customer experience vs. a
common customer interaction.
The enhanced training will allow employees to own the customer’s concerns from start to finish.
Customers only see one face when walking into an establishment, that face, EMPLOYEE, represents the
entire company. By owning the situation, good or bad, the customer feels valued.
Explaining in detail to the employees that by showing empathy to the customer’s situation, they will earn
their respect. By doing so, the company will also retain their business.
Instructional Plan | Slide 2
3. Instructional Goal
After completing the training the employee should be able to
distinguish basic customer service that is essential to the job
description vs. taking the initiative to correct, enhance, or promote an
additional customer experience. The employee will demonstrate the
following learning goals:
• Ability to own the problem of the customer
• Ability to complete task and take responsibility of outcome
• Ability to direct credit to proper department
• Ability to apply best practices in additional role playing scenarios
• Ability to share both positive and negative experiences with fellow employees
• Ability to perform these new practices within the work environment for both
employees and customers to distinguish clear change.
Instructional Plan | Slide 3
4. Performance-Based Objectives
The experienced employee in customer service will acquire additional
virtual training followed by face-to-face training. Thereby
maintaining long-term relationships with their customer base.
• The behavior will be measured by anonymous surveys
• The conditions will be measured by the retention of the customer
Instructional Plan | Slide 4
5. Summative Assessment and Learning
Outcomes
The employee will be evaluated in their knowledge by manager
interaction with customer before customer leaves. Manager will ask
customer how effective information given and if they have additional
questions. Customers will have an opportunity to add, comment, or
enrich their knowledge therefore commending the employee in their
performance.
Instructional Plan | Slide 5
6. Learner Characteristics
The Customer Experience training course will consist of 10-20 employee,
male and female, 18 and older.
The prerequisites skills of the employee is that they have at 6 month
experience in customer service. In the company a minimum of 1 year.
The familiarity of the in-house department and procedures are a must.
The employee must be efficient on phone communications as well as open
to suggesting additional resources and recommendations.
Instructional Plan | Slide 6
7. Learning Context
The Customer Experience training course will be taught in a classroom
setting after completing the virtual screening.
The classroom will have internal employer PC and resources available.
Employee only need to present and in complete work uniform to
proceed with training. All onsite material must be available. The
instructor will only guide classroom with scenarios and recommended
solutions but employee will provide most of the suggestions based on
the virtual and real life experiences.
Instructional Plan | Slide 7
8. Delivery Modality
Customer Experience training course will be taught in a
classroom setting. The class will not be offered via online
or web-based program. It will be an instructor-led course
with various role playing scenarios.
Instructional Plan | Slide 8
9. Instructional Strategies
• The material will be covered on PowerPoint Presentation
then the process will be practices with partners doing role
plays.
• The practice will include group projects, group discussions
and class discussion to finalize the objective.
Instructional Plan | Slide 9
10. Plan for Implementation
• Instructor-led course (PowerPoint) will take 1 hour
• Group projects – 15 minutes
• Each role played scenario (2 per team) will last 15 minutes per
person. Each person will play the customer and the banker.
• After the PowerPoint, handouts with different scenarios will be
handed out to each teams of two classmates. Each will have a
customer scenario and a banker scenario.
Instructional Plan | Slide 10
11. Instructional Resources
The Customer Experience Course will require a large
classroom with capacity of 10-20 students. The students
will have enough room to create teams of two and work
together to practice the role played scenarios. Materials
needed: copies of scenarios for both banker and customer,
computer, and note pad.
Instructional Plan | Slide 11
12. Formative Assessment
• The students will be observed by there responses during the scenarios. Based on the
manner in which the scenarios are handled the instructor can assess the knowledge of
the student.
• By questioning the student in their manner of handling the scenario is another way in
which the instructor can assess the knowledge of the student.
• Allowing the students to assess themselves will also give them better understanding of
the course. Depending on their own assessment the instructor can also assess the
knowledge of the student.
• Opening a particular scenario to a class discussion would allow peer and instructor
assessment.
• The practice scenarios will be the best way to review the assessment of the student.
Instructional Plan | Slide 12
13. Evaluation Strategies
A student survey will be handed out to each of the
students to measure the effectiveness of the class.
A separate survey will be handed out to each of the
students to evaluate the growth of their partner in team.
Both surveys will contain questions pertaining to questions
pertaining to adequate content in class. This portion will
simulate a Likert scale.
Instructional Plan | Slide 13
14. Recommendations
• Offer course to all employees who work directly with
customers.
• Offer course in a modified format to employees who deal
with customers over the telephone to perfect their phone
etiquette.
• Any employee with customer interaction should take this
course. The course will be refined based on customer
interaction.
Instructional Plan | Slide 14
15. References
• Merry, S., Price, M., & Carless, D. (2013).
Reconceptualising Feedback in Higher Education
Developing Dialogue with Students . New York, NY:
Routledge
• Peterson, R.A. (2000). Constructing Effective
Questionnaires. Thousand Oaks, CA: Sage Publications
Inc.
Instructional Plan | Slide 15
