Addie Program Design

Title: Customer Service Excellence Training Program I. Analysis Define the problem: Determine the existing gaps in customer service skills and knowledge in the organization. Identify the training needs of the target audience. Identify the target audience: Customer service representatives Support staff Sales team members Establish objectives: Improve customer satisfaction Increase customer retention Enhance communication and problem-solving skills Conduct a needs assessment: Survey the target audience to identify their current skill levels, learning preferences, and areas for improvement. Interview managers and supervisors to gather input on performance expectations and desired outcomes. Determine constraints: Time Budget Available resources II. Design Define learning objectives: Develop clear, measurable, and achievable learning objectives for each module. Determine course format: Blend of e-learning, instructor-led training, and on-the-job training. Outline course content: Introduction to customer service principles Communication skills Handling difficult customers Problem-solving and decision-making Time management and organization Continual improvement and self-assessment Select delivery methodology: E-learning: interactive modules, videos, and quizzes Instructor-led training: workshops, role plays, and group activities On-the-job training: shadowing, coaching, and feedback sessions Develop assessment methods: Pre- and post-training assessments Ongoing evaluation through quizzes and practical exercises Managerial feedback III. Development Create e-learning content: Collaborate with subject matter experts to develop engaging and informative multimedia content. Develop instructor-led materials: Design workshop activities, case studies, and role-plays that encourage active participation and skill practice. Prepare on-the-job training resources: Develop guidelines for coaching and shadowing sessions, as well as feedback forms to track progress. Pilot the course: Test the course with a small group of participants and gather feedback for improvements. IV. Implementation Schedule the training program: Determine the timeline for each training module and communicate the schedule to participants. Deliver the training: Facilitate e-learning modules and instructor-led sessions, ensuring all participants have access to the necessary materials and resources. Monitor progress: Track participant progress through assessments, practical exercises, and manager feedback. Provide support: Offer ongoing support to participants through coaching, additional resources, and answering questions. V. Evaluation Gather feedback: Collect feedback from participants, managers, and trainers to evaluate the effectiveness of the training program. Analyze results: Review assessment results, practical exercises, and feedback to determine areas of improvement and success. Identify areas for improvement: Use the gathered feedback and data to revise and improve the course content, delivery methods, and assessments. Implement Update the training program based on the evaluation results and repeat the ADDIE process to continually refine and enhance the learning experience.