OBJECTIVE EXAMPLE THREE
Module Three- Quality Service
Learner will display their ability to evaluate a customer service call as shown by scoring a pre-recorded call using Google Forms according to the quality rubric with 95% accuracy.
Assessment Activity Description
This assessment nugget involves receiving an audacity recording of a customer service call for this client. The learner will listen to the call, apply what they know about the client from module 1, consider the best solution given what they are hearing from module two, and make judgments on each element of the quality metrics. The learner will be presented with each element of the quality metric through the use of Google Forms and will asses the call using the quality rubric for guidance.
Bloom's Taxonomy Connection
This learning objective falls at the evaluation of Bloom's Taxonomy as it deals with making and defending judgments based on both internal evidence and external criteria.
Learning Activities
Self-Checking Guidance Kernel - If the learner struggles on attaining a mastery score for the assessment nugget, they will be directed to self-checking learning activities to help develop needed skills. For this module, the guidance activities will help the learner focus on just one portions of customer service calls at a time. The questions for each kernel will rotate so the learner can study multiple times without having questions repeat. The learner will receive feedback based on their responses to support and guide them in their learning. It gives the learner practice with isolate skills to then apply it back on the mastery assessment activity.
Kernel 1- This activity isolates just the components needed for the opening. It focuses on the four elements of the greeting, the willingness statement, and the verification of the needed information to determine the correct claim.
Kernel 2- This activity will focus on the call content section of the customer service call flow. It will review ideas from module 1 and module 2 with regards to researching and knowing the client content and then providing an accurate solution.
Kernel 3- This activity isolates the call conclusion and focuses on the elements needed for successful mastery of this aspect of the call flow. The focus is on the three elements to meet the expectations of each call close.
Kernel 4- This activity isolates all the softer skills of the customer service call flow. It focuses on delivery, professionalism, customer-centric verbiage, and solution focused responses.
Kernel 1- This activity isolates just the components needed for the opening. It focuses on the four elements of the greeting, the willingness statement, and the verification of the needed information to determine the correct claim.
Kernel 2- This activity will focus on the call content section of the customer service call flow. It will review ideas from module 1 and module 2 with regards to researching and knowing the client content and then providing an accurate solution.
Kernel 3- This activity isolates the call conclusion and focuses on the elements needed for successful mastery of this aspect of the call flow. The focus is on the three elements to meet the expectations of each call close.
Kernel 4- This activity isolates all the softer skills of the customer service call flow. It focuses on delivery, professionalism, customer-centric verbiage, and solution focused responses.
About Google FormsGoogle forms is a web 2.0 tool that is part of Google Docs. This free tool allows the user to create a professional looking survey that records the results directly into a spreadsheet. It allows the user to analyze, publish, and even export the results using Excel.
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Google forms allows the user to quickly build a quiz or survey using several different question types. These include the following:
More information can be found here.
- Text, for short answers;
- Paragraph text, for essay-length responses;
- Multiple choice, where one response from many may be selected;
- Check boxes, where multiple items may be selected;
- Choose from a list (useful for demographic category questions, for example);
- Scale, for ranking items from 0 to 10; and
- Grid, for providing a response from 1 to 5.
More information can be found here.
Strengths of the Tool
The use of Google Forms provides many strengths for my use in the workplace. The biggest plus over other free survery tools is that it is more professionally looking and allows more than 10 questions. Along with that, there is no cost for any of the features. Other strengths include that I can share the form via email, embed into a webpage, or place into a blog for my learners to have access. Then my learners can access that form through email, published webpage, or embedded on a site. That works great in our workplace since we do not have LMS to house materials and course materials as in education Lastly, I like that I can still write formulas to automatically correct a quiz if I use the tool in that manner.
Challenges of the Tool
Although I do think the tool outweighs the negative, I see two challenges with Google From. First, I am unable to send to a student a corrected form; however, the addition of Flubaroo will correct that issue. This is another free web 2.0 tool that grades without having to write the formulas and then has a feature to send a correct quiz to a learner. The second downside to the tool is that it does not allow skip logic for question sequencing. It would be great if the if-then programming was in place so if a learner got a question correct it took you to a specific question and likewise if a learner got a question wrong it took you to a specific question. This is a desired feature for me to personalize the learning journey and focus on the relevant content for the learner.
Plagiarism Prevention
The assessment activity requires the learner to identify the level of proficiency for each quality expectation based on the quality rubric. Given that each learner must provide the 'coaching comments' to justify their choice, it diminishes the possibility of plagiarism. In fact, if learners begin discussing calls it will deepen their understanding of the expectations and it is welcomed. The final comments, however, must be their own. Since Google forms allows the trainer to see each response in a column, it will be easy to spot those that may find a way around doing individual work.
Diversified Learning Style
When dealing with adult learners, it is important that the activities be relevant to workplace learning so that is in the instructional design. Along with this, the instructional design of the activities allows for those adult learners that learn best by practicing a skill repeatedly in a simulated workplace environment. The assessment activities are designed to be re-done until mastery achieved. However, some learners like a more traditional training scenario with direct instruction and isolated skill practice. The guidance kernel activities help address this need for my workplace learners. Lastly, if learners are unable to adapt to the independent learning activities, a face-to-face training will be scheduled for those that cannot master the training objectives in the web-based training. Together these pieces help touch on aspects needed to provide for diversified learning.