Running head: INSTRUCTIONAL MODULE/TRAINING PLAN 1

INSTRUCTIONAL MODULE/TRAINING PLAN

Lisa Passerella
AET/520
September 9, 2013
Lisa Isbell Hager
INSTRUCTIONAL MODULE/TRAINING PLAN 2


INSTRUCTIONAL MODULE/TRAINING PLAN
Part I: Vital Information
Author

Lisa Passerella
Instructional Topic

This course will teach the new Customer Service Agents how
to identify the type of customer they are working with and the
correct order form to fill out when taking the customers order.
Instructional Module/Training Plan Title Customer Service 2.5
Learning Setting The learning setting will take place in two locations:

1) Traditional classroom setting
2) On-the-job retail environment

The classroom training will be held in the conference room
around a large oval table. The head of the table will be used
for the presentation of materials to the class.

The on-the-job training portion of the class will be held on site
in the retail center. The participants will shadow an
experienced Customer Service Agent at the retail center.
Audience

The primary audience for this training will consist of two types
of participants:

1) Company new hires for the Customer Service
Department.
2) Current Customer Service Agents that have failed to
meet the expectations of their job responsibilities.
Delivery Modality (Online, hybrid, face-to-face,
etc.)
This course will be a hybrid course consisting of classroom
learning and onsite learning at the retail location.

The classroom setting will consist of face-to-face learning
that will incorporate reading materials and sample order
forms. The instructor will present the necessary technical
information and create role play opportunities that each
student will be required to participate in. The students will
receive hands on practice to apply what they have learned
from the reading materials.

The onsite portion of the class will provide the students the
opportunity to see experienced customer service agents
perform the duties of the job in a live setting. They will shadow
an experienced customer service agent and be provided the
opportunity to assist in communicating with the customers
and properly write orders on the correct forms.
Total Time Allotment

The total allotted time for this course will be nine hours over
the course of three days. The first day will consist of three
hours of classroom training. The second day will consist of
two hours of classroom training and one hour of onsite
training. The third day will consist of three hours of onsite
training. The instructor will be present throughout the entire
time allotment of the course.
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Instructional Module/Training Plan Goal The students will learn the difference between the four
different types of order forms: Corporate, Public Safety,
Educational and Letter Jackets. The goal of the training is to
be able to identify the type of customer they are working with
and to correctly select the order form necessary to write up
an order for the customer.
Two Performance-based Objectives Objective 1: The students will be able to identify the type of
customer they are working with and provide excellent
customer service.

Objective 2: The student will be able to identify the correct
order form necessary to use dependent on the type of
customer they are working with.
Summative Assessment Description The student will be assessed in two ways for this course.

1) The student will be tested on their understanding of the
three separate order forms. They must be able to
identify the different forms and fill them out correctly.
2) The student will participate in a role play activity with
the instructor and be asked to successfully navigate
the scenario into a written order.

Part II: Development
Attention Getter

The attention getter will occur during the classroom portion of
this class. There will be a segment on role play that will
introduce the students to a variety of customer personalities.
The angry customer will be the first role play opportunity to
catch their attention and help them learn to problem solve.
Detailed Input of Content

Content of this course will be presented by using Gagnes
Model for lesson planning ("How To Make A Lesson
Plan", 2013).

Gain Attention: The course will begin with the instructor
recruiting a volunteer to assist with a role play activity. The
instructor will set the stage and begin the role play with a
friendly conversation. It will quickly change to an angry
customer gaining the students attention. Once the role play
is complete the instructor will continue a Q and A session
asking the participants to identify what customer service
means to them. A list will be made identifying the types of
customer service that are identified.

Inform learner of objective: The instructor will inform the
students what to expect from this course. The instructor will
explain that the objective of the course is to identify the type
of customer they are working with and the correct order form
to fill out when taking the customers order.

Stimulate recall of prior knowledge: Instructor will engage
the students in conversations about the types of customer
service they have received in the past and ask each student
to share an experience with the class. This exercise will
INSTRUCTIONAL MODULE/TRAINING PLAN 4


encourage the student to recall prior experiences as they
relate to this course.

Present the material/Provide guidance for learning: Once
the students are engaged and thinking about their past
experiences, the instructor will segment into the structured
material for the class. Sample order forms will be handed out
and processes will be discussed for properly completing each
type of order form.

Elicit Performance: After the basic fundamentals are
covered the class will begin the role play section of the
training. Students will be asked to utilize their knowledge in
specific role play exercises. These exercises will challenge
their basic knowledge and encourage them to think on their
own to extract the necessary information from the customer
in a variety of settings. Each student will be given the
opportunity to participate in the role play experience and to
assist other students with their exercises.

Provide Feedback/Assess Performance: During all
segments of this training the instructor will provide feedback
and assess performance of the students. Feedback will be
immediate and in a way that is positive and encouraging for
the student to find alternate ways of thinking and performing
the tasks at hand. Performance will be assessed during role
play activities to highlight positive reactions as well as redirect
incorrect responses.

Enhance Retention and Transfer: This portion of the
course will consist of a Q and A session much like the
beginning of the course. The intent is to readdress the initial
questions and verify the students have retained the course
information and are able to transfer that information to real
life experiences.

Part III: Implementation
Instructional Strategies

This course is based on a constructivism approach to
learning. Constructivism, The term refers to the idea that
learners construct knowledge for themselves---each learner
individually (and socially) constructs meaning ("The Institute
Of Inquiry", 1991).

Alignment of Activities with Objectives

A series of role play activities will be in conducted with
instructor/student and student/student scenarios. The
instructor will facilitate the role play activities and provide
examples of different types of customers. Through role play
the students will become familiar with different customers and
meet the first learning objective of being able to identify the
type of customer they are working with and provide excellent
customer service.
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The classroom setting will introduce the order forms and the
instructor will guide the students through the process of filling
them out correctly. A Q and A session will be held with the
instructor encouraging the students to be actively involved in
processing the paperwork. This will satisfy the second
objective of being able to identify the correct order form
necessary to use dependent on the type of customer they are
working with.

The instructor will use a combination of direct and indirect
instruction techniques throughout the course. The classroom
setting will be primarily direct instruction. The instructor will
present the forms the students need to learn how to use. The
instructor will integrate indirect instruction following the
presentation by introducing a Q and A session followed by
role play activities.

It is the intent of the instructor to guide the students into
finding the knowledge they need to complete the tasks asked
of them by utilizing their personal experiences and the
coursework. The students will be able to combine the basic
information taught and their personal experiences to
construct their own meaning of customer service and how to
achieve the highest level of service possible.
Formative Assessment

The instructor will utilize a variety of assessment tools
including: Quizzes, Discussion and Observation.

Quizzes will be used during the formative assessment
process to monitor student learning and adjust instruction
during the classroom portion of this training. The tests will be
given to assess understanding the order forms. The instructor
will use the results of these quizzes to adjust instruction
immediately based on student outcomes.
Classroom discussions will be initiated by the instructor to
help the students open their minds to different situations.
Open ended questions will add interest to the discussions
and can show the instructor teacher a lot about student
learning and understanding of the basic concepts.
Observation assessments will be conducted during the role
play section of the course. The instructor will work with
students and introduce concepts that need to be learned. The
students will then be paired and asked to role play scenarios
while the instructor observes and critiques their
understanding of the concepts.
Closure

In closure, the instructor will recap all elements of the training
course. They will identify the key points made during the
training and encourage the students to continue to reflect and
apply their experiences on their own.
Materials and Resources

Materials to be utilized will include:
Corporate Sales Order Form
Education Sales Order Form
Public Safety Order Form
Guide to writing up orders
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All materials will be supplied via digital files that can be
accesses through the company network for future use and
reference as well as a paper printout so that the students can
practice during the class.






















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References
The Institute of Inquiry. (1991). Retrieved from
http://www.exploratorium.edu/ifi/resources/constructivistlearning.html
How to make a lesson plan. (2013). Retrieved from
https://sites.google.com/site/howtomakelessonplan/home/lesson-plan-models/discussion