Report on the Designing a Learning Program

Executive Summary of Designing a Learning Program

The course Manage Quality Customer Service is designed to meet the current market environment needs. The course not only enhances the skills of the employees but also provides them the knowledge regarding how they can handle complex situations. The course allows the employees to understand the dynamics of the customer services and how the organization can enhance customer satisfaction. The customer should be given the utmost priority because the customers are the ones who are responsible for increasing the revenue of the organization. Understanding the needs and preferences of the customers is essential and skilled employees have the ability to understand the behavior and need of the customers. The course is designed to develop such skills in the individuals which are necessary for customer service providers. It is important for customer service providers to know how to create new strategies that can enhance the quality of customer services. Teamwork skills and leadership skills are important for customer service providers. The course focuses on different skills that are important for customer service providers. Through this training course, not only the performance of the customer service providers will enhance but also the performance of the overall organization will enhance up to a lot of extents. The information to the workers will be given using various techniques and approaches. The help of visual aids and other helpful material will also be taken so that the employees can easily understand. The instructors will be going to use the latest technologies for providing information to the workers. Along with the help of technology the employees will be able to understand various concepts more effectively.

Table of contents

Executive Summary. 2

Learning Plan. 3

Training Package name or Skills set/course name. 3

Summary of learning outcomes. 4

Summary of relevant key policy documents that influence learning in your context 5

Unit of Competency (Summary of skills and knowledge required for competency) or key competencies  6

Learner Profile Outline individual and group learning needs. 7

Any supports or adjustments needed for learners. 8

Setting for learning. 8

Evaluate how to provide effective learning environment for your learners. 9

Resources and equipment needed. 10

Rationale for selecting constructivist learning strategies. 10

Include in text references. 10

Constructivist teaching and learning strategies. 11

Assessment Criteria. 11

Constructivist approaches to assessment 11

Conclusion

Learning Plan of Designing a Learning Program
Training Package name or Skills set/course name

The name of the course is Manage Quality Customer Service. This unit/course provides detailed knowledge and skills to the individuals regarding how they develop successful strategies for managing services and product delivery. This course enhances the knowledge and skills of the workers who provide customer services to consumers. Providing quality customer services is essential for any organization because through high-quality customer services not only customer loyalty can be achieved but also the organization can enhance its revenue up to a lot o extent. The organization through quality customer service cannot only differentiate itself from the rest of the competitors but can also gain a competitive edge over its competitors.

The course Manage Quality Customer Service is designed to meet the current market environment needs. The course not only enhances the skills of the employees but also provides them the knowledge regarding how they can handle complex situations. The course allows the employees to understand the dynamics of the customer services and how the organization can enhance customer satisfaction. The customer should be given the utmost priority because the customers are the ones who are responsible for increasing the revenue of the organization. Understanding the needs and preferences of the customers is essential and skilled employees have the ability to understand the behavior and need of the customers.

Summary of learning outcomes of Designing a Learning Program

The course provides the following learning outcomes:

·         monitoring the performance of the team and meeting the quality & delivery standards of the organization

·         Helping fellow workers to overcome problems and providing quality customers services to consumers

·         developing strategies for monitoring the progress and achievement regarding meeting targets

·         developing strategies regarding customer feedback and how the customer services can be further improved

·         effective use of resources for providing quality products/services to the clients/consumers

·         taking decisions that not only solve complex problems but also provide quality services to customers

·         Managing the records of the organizations accurately

The course is designed to develop such skills in the individuals which are necessary for customer service providers. It is important for customer service providers to know how to create new strategies that can enhance the quality of customer services. Teamwork skills and leadership skills are important for customer service providers. The course focuses on different skills that are important for customer service providers. Through this training course, not only the performance of the customer service providers will enhance but also the performance of the overall organization will enhance up to a lot of extents.

Summary of relevant key policy documents that influence learning in your context

The course provides information regarding customer services and how customer service providers can provide quality services to customers. The course is designed for individuals who need to be trained or need to improve their skills regarding customer services. It is evident that without quality customer services the organization cannot achieve success. Today the customer services has gain immense importance. If the organization wants to sustain in the long run than it would have to increase the quality of the customer services. The customers prefer such corporations that provide quality customer services and are active in CSR activities.

The documents which influence learning include the qualification documents and certifications. The trainers who provide information to the individuals are highly qualified and have the experience to train the individuals regarding customer services. The employees/workers who become part of this learning program will be given a certificate. The certificate will be evidence that the workers have joined the learning program and have learned the skills regarding customer services. At the end of this program, the employees will develop such skills and knowledge which will not only helpful for themselves but also for the organization where they are providing their services (Campbel, et al., 2011).

Unit of Competency (Summary of skills and knowledge required for competency) or key competencies

The skills and knowledge which is required for competence are mentioned as follows:

·         Interpretation and analysis of textual information that might come from different sources.

·         produce written information that provides information to the relevant authorities

·         Having oral communication skills can be understood and suitable for a large amount of audience.

·         Having skills regarding questioning and listening so that feedback from individuals can be taken

·         Having skills to interpret and analyze mathematical information

·         have skills to prepare customer service plans in the organization

·         use appropriate protocols while communicating with fellow workers and customers

·         Provide expertise while working as a team.

The key competencies which the individuals will develop after this learning program include providing quality services and products to customers, monitoring and reviewing customer services, and planning to meet the requirements of the external and internal customers of the organization. For developing these competencies the above-mentioned skills are highly essential for the customer service provider. Without these skills becoming an expert in quality customer service is not possible. The oral communication skills, numeracy, writing skills, and interaction with other individuals are such skills that every individual who works in the customer service department should have (Spender, 2014).

Learner Profile Outline individual and group learning needs 

The individuals who have provided information through this learning program are newly recruited in the organization and do not have much knowledge and skills regarding quality customer services. The learning program will provide knowledge to the workers individually and within the group.  The learning program is designed in such a way that it allows each individual to establish skills that are necessary for the customer service department. The understanding and intellectual level of each person different and this program are designed to provide knowledge to each individual according to its understanding. It is important to evaluate the learning need of each individual so that its skills can be enhanced accordingly.

The learning program not only focuses on the individuals but also on group learning as well. The program provides information to the workers regarding how they can work as a team and how successful strategies can be developed as a part of a team. The learning program creates skills in the employees which are important for worming as a team. The learning programs allow the workers to interact with each other and develop skills that are necessary for providing quality customer services. At the end of this learning program, the employees have the skills to work both individually and within a team.

Any supports or adjustments needed for learners

As discussed earlier the learning program will first analyze the understanding and intellectual level of the employees and then the information will be provided to each individual. The program first identifies the areas where employees need to be trained. The program will assess the areas where the employees lack information. Through this, the employees’ knowledge and skills can be enhanced more efficiently and effectively.  Various equipment, approaches, and techniques are going to be utilized for providing information to the employees/workers. The trainers or instructors will keep on tacking feedback from the employees so that they can know whether the employees are learning or not (Simons, 2011).

As mentioned earlier the information will be provided to the workers in groups as well as individually. Therefore a significant amount of area will be required where the employees can be trained within a group setting. It is important to train employees as a team because in the customer service department the workers have to work as a team and if the workers are not going to have knowledge regarding tea work than they cannot achieve their desired goals. So it can be said that adjustment will be needed to provide learning in the group.

Setting for learning of Designing a Learning Program

The information will be given within a specified area after working hours. The workers will become part of the program after the working hours. Each employee will be provided information about how they can provide quality customer services to the customers. The information to the workers will be given using various techniques and approaches. The help of visual aids and other helpful material will also be taken so that the employees can easily understand. Such an area will be selected for the learning program where the workers won’t get disturbed and there is not external interference during the program (Wang, et al., 2010).

The employees will encourage to actively take part in the program and ask questions from the instructors if they do not understand something. The instructors will involve all the employees by asking various questions. The instructors can enhance understanding through practical examples or by actually showing how quality customer services can be given. The employees will be asked to practically perform what they have learned in the program. Through these initiatives, not only the skills and experience of the employees will enhance but also they will be able to increase the overall profitability, efficiency, and performance of the organization as a result.

Evaluate how to provide an effective learning environment for your learners

An effective learning environment is required to provide learning to individuals. Without an effective learning environment, the goal of providing knowledge and skills to the employees will not be fulfilled. Through a proper learning environment not only the employees will be able to understand new information more accurately but also the instructors will able to provide information more efficiently. It has been seen that if there is no proper arrangement for learning than the overall effectiveness of learning programs declines because in such situations not only the individuals unable to understand accurately but also the instructors cannot provide information effectively (Wang, et al., 2010).

As discussed earlier a proper area will be designated for providing learning to the individuals. The area will be designated in a place that does not get affected by external interferences. The instructors will be going to use the latest technologies for providing information to the workers. Along with the help of technology visual aids and other material is also going to be utilized for enhancing the understanding of the workers. The instructors make sure that the individuals won’t face any difficulty while learning new skills. The instructors will communicate with individuals so that if they have any issue it can be addressed accordingly (Simons, 2011).

Resources and equipment needed

The information to the workers will be given using various techniques and approaches. The help of visual aids and other helpful material will also be taken so that the employees can easily understand. The instructors will be going to use the latest technologies for providing information to the workers. Along with the help of technology the employees will be able to understand various concepts more effectively. The instructors can provide written information or visual aid handouts to the workers so that they can keep on increasing their knowledge in their free time. The instructor can also take the test to analyze whether the performance of workers increased or not.

The rationale for selecting constructivist learning strategies

It is important for the instructor to use constructive learning strategies so that employees can understand various concepts and skills more effectively. The latest strategies will help the instructor to deliver information more efficiently. With the latest approaches, the skills and knowledge of the employees will be increased which will ultimately help the organization to increase its performance. The skillful employees are an asset to the organization. It is the duty or responsibility of the organization to retain talented employees so that the corporation can competitively edge over its competitors.

Include in-text references of Designing a Learning Program

The information which the instructors are going to provide to the individuals will include in-text references which will help the individuals to further improve their knowledge (Kourdi, 2015).

Constructivist teaching and learning strategies of Designing a Learning Program

According to the literature review, construct theory suggests that people living in society get influence from their society and develop personal constructs by following the ways the world works. Moreover, it is also said that people use these constructs influenced by the world to develop their observational senses and learning experiences. Thus, the world we live in shape our experiences and way of living. Under this construct theory, the key examples of the construct are anxiety, motivation, intelligence, and fear. According to this theory, we cannot directly observe these constructs in the human mind although such constructs exist in the brains. For instance, researchers or instructors cannot directly observe the fear or motivation level in the human mind while such construct influence the behaviour of the relevant person (Schempp & Zeller, 2006).

The constructive theory is developed based on the scientific study and observation of research samples. The theory is about the learning process of the human being. According to this theory, people develop constructs from their environment and understanding of community. Based on these constructs learners reflect their experiences. Following the point of researchers, constructivism theory is a supportive theory for improvement in training and learning process(Fosnot, 2013). Constructive teaching and learning strategies are important for providing maximum information to the workers. The constructive teaching methodology includes the use of visual and audio aids to provide information to the workers. The latest technology is going to be used to enhance the understanding of workers. The workers will be made familiar with the latest applications and software through which the customer behavior can be analyzed critically. The workers will be taught to utilize customer analytics software to understand the latest trends that persist in the market. Through such software, the workers can analyze the needs and preferences of the customers more efficiently.

Assessment Criteria of Designing a Learning Program

The performance of the employees is going to be assessed to identify whether the employees have learned new skills or not. the instructors are going to assess the performance of the employees on the basis various skills which include Interpretation and analysis of textual information that might come from different sources, producing written information that provides information to the relevant authorities, oral communication skills that can be understood and suitable for a large amount of audience, skills regarding questioning and listening so that feedback from individuals can be taken and skills to interpret and analyze mathematical information. These skills are going to be analyzed while assessing performance.

Constructivist approaches to assessment

The constructive approaches that are used for assessment include the feedback from workers to know whether they have learned new techniques or not. The instructor can observe the workers in the working environment to know whether the workers are utilizing the latest information provided or not. The instructor can also evaluate the performance of the workers by taking feedback from the management of the corporation. All these techniques are a good way to analyze and assess the performance of the workers (Jarvis, 2010).

Conclusion of Designing a Learning Program

An effective learning environment is required to provide learning to individuals. Without an effective learning environment, the goal of providing knowledge and skills to the employees will not be fulfilled. Through a proper learning environment not only the employees will be able to understand new information more accurately but also the instructors will able to provide information more efficiently. It has been seen that if there is no proper arrangement for learning than the overall effectiveness of learning programs declines because in such situations not only the individuals unable to understand accurately but also the instructors cannot provide information effectively. The information to the workers will be given using various techniques and approaches. The help of visual aids and other helpful material will also be taken so that the employees can easily understand. The instructors will be going to use the latest technologies for providing information to the workers. Along with the help of technology the employees will be able to understand various concepts more effectively. The instructors can provide written information or visual aid handouts to the workers so that they can keep on increasing their knowledge in their free time. The instructor can also take the test to analyze whether the performance of workers increased or not.  Today the customer services has gain immense importance. If the organization wants to sustain in the long run than it would have to increase the quality of the customer services. The customers prefer such corporations that provide quality customer services and are active in CSR activities.

References of Designing a Learning Program

Campbel, D., Edgar, D. & Stonehouse, G., 2011. Business Strategy: An Introduction. s.l.:Macmillan International Higher Education.

Fosnot, C. T., 2013. Constructivism: Theory, Perspectives, and Practice, Second Edition. s.l.:Teachers College Press.

Jarvis, P., 2010. Adult Education and Lifelong Learning. s.l.:Routledge.

Kourdi, J., 2015. The Economist: Business Strategy 3rd edition: A guide to effective decision-making. s.l.:Profile Books.

Schempp, W. & Zeller, K., 2006. Constructive Theory of Functions of Several Variables. s.l.:Springer.

Simons, R., ed., 2011. Human Resource Management: Issues, Challenges and Opportunities. s.l.:CRC Press.

Spender, J.-C., 2014. Business Strategy: Managing Uncertainty, Opportunity, and Enterprise. s.l.:OUP Oxford.

Wang, F.-J., Chich-Jen, S. & Mei-Ling, T., 2010. Effect of leadership style on organizational performance as viewed from human resource management strategy. African Journal of Business Management, 4(18), pp. 3924-3936.