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Cuin 7356 - Assignment 1a

This training course is designed to teach new customer service contact center hires at a utility company how to use the Customer Contact and Utilities Billing System. The targeted learners are a diverse group of adults with varying levels of computer skills, customer service experience, and knowledge of utilities. While some learners have related work experience, others do not. The course will be delivered entirely as an eLearning module created in Adobe Captivate. It will include hands-on practice activities and a knowledge check. The instructor will host a live Q&A session after learners complete the virtual course.

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191 views

Cuin 7356 - Assignment 1a

This training course is designed to teach new customer service contact center hires at a utility company how to use the Customer Contact and Utilities Billing System. The targeted learners are a diverse group of adults with varying levels of computer skills, customer service experience, and knowledge of utilities. While some learners have related work experience, others do not. The course will be delivered entirely as an eLearning module created in Adobe Captivate. It will include hands-on practice activities and a knowledge check. The instructor will host a live Q&A session after learners complete the virtual course.

Uploaded by

api-625006508
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Assignment 1A

Describe the course, the learners and the context

Your name: Cheryl L Davis

1. Describe the course as completely as possible (5 Pts.)


● This Training Course is designed for adults newly hired for the Customer Service Contact
Center to field utility request such as starting and stopping services, handling billing
inquiries, navigating payments and more.
● This course will teach new hires how to start utility services for potential customers using
the Customer Contact and Utilities Billing System.
● New customer service contact center employees hired by the utility will be able to access
the Customer Contact & Billing System, select the appropriate notebook, tabs and zones
to generate a start service request using the provided customer information needed to
create a person and account record that will prompt field agents to start utility services
for which the customer will be billed.

2. Learner Analysis: Who are your targeted learners? (5 Points)


Please answer these questions about the characteristics of your learners:
● Entry behaviors: All learners are at least 18 and over; therefore, brings with them to this
course some type of life experience? Some learners will be well versed in computer
skills while others will have limited to no experience. Some learners will have years of
customer service experience and others will have none. Some learners may have some
utility experience; the only utility experience of others may be turning on a light switch
or an air conditioner.
● Prior knowledge of topic area: Unless the learner has been previously hired with this
particular organization, they come with little to no knowledge of specific areas;
however, most come with some type of customer service knowledge.
● Attitudes toward content: The learners in this course all agreed to work for hire;
however, reasons for accepting the position may all be different.
● Attitudes towards the delivery system: I, as the designer of this course, have taken into
consideration the different levels and learning styles that will attending the training;
therefore, the design encompasses different modalities in an effort to reach each
learner.
● Academic motivation (ARCS): Learners will have real world experiences and although
the material is new, the experiences will allow a connection making it relevant. The
information presented will provide the learner with new skills that are immediately used
in the designed activities and hands on practice. Expectations and Feedback are made
known initially so that learners know what to expect. Learners will have the satisfaction
of knowing that the skills learned prepares them for the job in which they were hired.
● Education and ability levels: The organization makes it a point to hire a diverse group of
employees of different ages, ethnicity, gender, recent graduates, retirees re-entering
into the work force and everybody in between.
● General learning preferences: Each learner is different so there will be some that learn
better individually, others that prefer group collaboration and still others who would
rather a blended approach to the learning experience.
● Attitudes toward class, group, or organization: Some learners have done their research
and know a lot about the organization. Others may have relatives that work for the
organization and have shared experiences. And yet others have no idea what to expect.
● Group characteristics: What are the overall characteristics of the group in terms of
heterogeneity? How large is the group? What are your overall impressions of the group?
● Understanding my audience helps me to design a course that will actively engage the
learner, provide hands on activities, and reach each learner individually and collectively

3. Describe the targeted learning environment (5 Points)


● This training course will be an eLearning module design in Adobe captivate.
■ The entire course is virtual.
■ The classroom instructor will host a Q & A following the course.
■ Learners are encouraged to use the whiteboard for questions.
■ Hands on practice activities will be included.
■ A Knowledge check will be provided the end of module.
● This course is one lesson out of 20 topics that will be covered throughout the 6 weeks
new hire training curriculum.
● There are no barriers in developing the course; however, depending on others to make
sure access is granted to all learners for the platform used to store the course. Timely
access has been an issue in the past.

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