Post Evaluation
Pre- Test
Adding Item to Customer Ledger
Overview
This task is a task that will be completed multiple times daily and in fact, ties in perfectly with the first objective. The learners will need to know how to log into the Runner program, how to access customer ledgers, and when the information will need to be inputted as prerequisites to the learning activity.
1-Learning Objective: Employees will add an item to customers ledger unassisted using Runner program.
Introduction to CPD Program
At the beginning of the session, the instructor will clarify that the training's goal is to increase the success the rating of the satisfaction surveys and is meant to make the participants more comfortable in assisting the CPD customers. This will set a clear goal for participants and provide clarity on how the training will benefit participants directly. To guarantee that there are multiple means for all participants to have equal opportunities for success, the learning session will also need to be recorded. This will allow individuals to complete the learning at their desk with any accommodations they may need. The step by step sheet given during the session will also have photos of each step being completed to ensure visual clarity on what participants will need to do. We will need to create a learning session that instructs the process with tactilely discernable keys on the keyboard. We will also need to review the Runner system to see if there are any accessibility features into the design to assist with any disabilities that the participants may have. The participants may need a sign language translator during the session one can be provided or attend sessions as required. The in-person sessions will have computers with Dragon Speak installed to allow for some accommodations for participants. Any additional accommodations will need to be requested to allow time to set up accommodations and effectively have accommodations in place for participants.
These skills are necessary before learning activities for the success of learning. Once these prerequisites are met, the learner will need to learn how to add an item to a customer's ledger. This learning activity will work as scaffolding to assisting customers in the CPD program. Since the learner will be using a computer for the task, the learning activity would also need to be on a computer. This will support the alignment of the learning needs, goals, objectives, activities, and assessments (Smith, 2014). In addition, with keeping the learning on the same tool, the learner will be given a printed step by step list of the process of completing the objective. The learner will be able to use the walk-through as needed until the learner has memorized the process, and the walk-through instructions are not required.
Smith, R. M. (2014). Conquering the content: A blueprint for online course design and development (2nd ed.). San Francisco, CA: Jossey-Bass.
Steps
1. Log in to customer service system
2. Type customers name into the search bar
3. Use the mouse to click customers name
4. Use the mouse to click on ADD located just to the right of the customer's name
5. A window will pop up with two drop-downs
1. In the first drop-down, select CPD
2. In the second drop-down, select customer-specific CPD item
6. In the pop-up window, use the mouse to click ADD
7. In the pop-up window, use the mouse to click SAVE
8. Click refresh at the top right-hand side by customer's name to see the item added