1. The Easy Tool Training For Customer Service Representatives By : Veronica Flores 3-8-09

2. Assessment Assessment The new an improved training session will give the new hires the opportunity to learn a new & easy training transition. At the call center we are using an old training that needs to be updated. We are currently having a waiting gap in between calls because we are short staffed. We have all the necessary resources available to update the training. Once the update has been done, we will have a smooth transition with our new and improved training.

3. Instructional Goal My goal is to have the learners know how to handle calls easily as they come in to the customer service center. The training will provide new hires with the opportunity to learn an easier way to navigate through the policies once they are done with the training.

4. Performance Objectives Audience: will include new hires both male & females between the ages of 21-40. Behavior: the trainees will demonstrate what they are learning as we move to different sections of the training. Both group and individual activities will be given to check for understanding. Condition: The training will be for 3 weeks, then the trainees will be able to demonstrate their knowledge once they go to the production area where the calls are handled. Degree of Accomplishment: the trainees will need to get a score of 90% or better in the assessment in order to graduate from the training provided.

5. Assessment of Learning Outcomes The trainees will take an assessment exam that will include different types of scenarios and the learners will have to choose which steps they would take if they were in the actual call. This will give me the opportunity to know where each one stands individually. If they score an unacceptable grade then I will cover the failed material again with them.

6. Learner Characteristics The new hires must have previous experience in customer service in order to go through the training session. They will provide proof of previous experience because they will go through a background check up. They will also share their best practices with each other. They are also expected to let the trainer know what areas of the training they are familiar with.

7. Learner Context The training sessions that I will provide for my learners will be at the workplace setting. They will have access to a computer lab classroom with internet that sits up to 16 trainees at a time.

8. Instructional Strategies Introduction: the trainees will be able to learn the fast and quick way to help out customers. They will also learn the great benefits and incentives the company has to offer. Part 1: Billing Issues (A) customers disputing charges (B) customers who don’t understand bill (C) customers who want to make a payment Check for understanding/role play/feedback Part 2: Rate Plan Changes (A) customers who want a rate plan change (B) customers who want unlimited plans (C) customers who wish to cancel service Check for understanding/role play/feedback Part 3: Account Changes (A) customers wanting to add an authorized caller (B) customers who want a mobile number change (C) customers who need an address change Check for understanding/role play/feedback

9. I nstructional Resources The trainees will need to come prepared to the training sessions at all times. This includes bringing pen/pencil and paper to take notes. The computers with internet access will be provided by the company.

10. Training Module Flowchart Billing Issues Disputing charges Understanding bill Make a payment Rate Plan Changes Cheaper rate plans Unlimited plans Cancel rate plan Account changes Adding authorized user Mobile number change Address change quiz

11. Formative Evaluation Two strategies I have come up with are the following: (1) hot seats: give the trainees an actual scenario and have them give you the steps they will take. (2) group evaluations: each trainee will have the opportunity to do the hot seat and they will get feedback from their peers as well from the trainer.

12. Summary In conclusion, the learners will have the opportunity to both exceed in life as a better customer service representative as well as in the company. Once the training is completed, each learner will be given a nice diploma of completion and they will be able to attend a nice graduation dinner which will be provided by the company.