Utilizing Facebook Groups   for workplace  training  for the customer service

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Utilizing Facebook Groups   for workplace  training  for the customer service by Mind Map: Utilizing Facebook Groups   for workplace  training  for the customer service

1. Adults thrive when there is a need to learn

2. learning is motivated by the task

3. self directed

4. Learning involves aquiring new knowledge or work

5. Theoretical rationale

6. The Adult Learner wants to know the reason Why we are learning this ?

7. MOTIVATION  google image

8. Recognition of experiences and life knowledge  - Mastery of content

9. Autonomy -Adult learner prefer access to information  by video , online library  ask information of professional when they want to access the information

10. Adult learner motivation is  intrinsic and extrinsic

11. Collaborate with each other

12. Employees can generate new ideas

13. online platform for formal and informal learning to take place

14. Training can provide just in time learning opportunity

15. Goal   Employees will be able utilize the company social media  tool Facebook for company customer service training program media and articles

16. What  benefit will  the Employees in organization gain by Training on Facebook

17. Malcolm Shepherd Knowles Adult learner characteristics  Malcolm Knowles (1980) popularized the concept of andragogy (“the art and science of helping adults learn”)Advantages/Strengths:Andragogy is very self-directed and allows the learner to take control of his or her learning Andragogy is very broad based and the method can be implemented in a variety of educational situations

18. Customer Service Training  Goals

19. Rewards for participation and completion of each training session   Employees can earn badges for each Training Sessions  completed and certificate for completion of Training Program

20. Why  am I  taking  this training ?  1

21. Objective : Given that the Facebook Group employee has completed  viewing the  Customer  Service Training  Program  videos the  employee will be able to recognize  Bad and Good customer service  behavior 100% of the time

22. bad customer service 3

23. bad customer service comcast 4

24. what we want the employee to do

25. Blooms  Taxonomy of learning levels image google image 2

26. Bloom’s Taxonomy divides the way people learn into three domains. One of these is the cognitive domain, which emphasizes intellectual outcome.The committee identified three domains of educational activities or learning (Bloom, et al. 1956): 2 Cognitive: mental skills (knowledge) Affective: growth in feelings or emotional areas (attitude or self) Psychomotor: manual or physical skills (skills)

27. videos used are real world examples

28. online library  video access for self

29. other sources #angrycustomers

30. Employee can access at anytime anywhere

31. Access is provided when the employee is on boarded .

32. anonymous  feedback

33. http://smallbusiness.chron.com/customer-service-important-organization-2050.html

34. Three processes that are essential for active learning are selecting relevant material, organizing selected material and integrating selected material with existing knowledge ( Mayer, 1996, 2001; Wittrock, 1989) 7

35. Discuss and provide guidelines for use of information that does not belong to them .  Give   credit for author of materials   and ideas submitted by the group

36. Maintaining  confidentiality for participants

37. Cognitive Theory of Multimedia Learning Based on three main assumptions: there are two separate channels (auditory and visual) for processing information; there is limited channel capacity; and that learning is an active process of filtering, selecting, organizing, and integrating information

37.1. https://dalexis1.files.wordpress.com/2011/12/cognitive-theory-of-multimedia-learning.jpg

38. Company and employee created materials

39. How will employees access Training on Facebook   ?

40. How will content be delivered ?

40.1. Images

40.1.1. Discussion groups

40.2. You Tube

40.2.1. chats Webinars

41. How can we test knowledge learned ?

41.1. Polls

41.1.1. online questionaires

42. Ethical considerations

43. pre-recorded  question answer   live questions and answer sessions with Training representive  Departnent manager

44. Objective:  Given that the invited employees are provided access  their training program Facebook group they will be able  to participate in a self directed customer service  training program 100% of the time

45. Adult self assessment

46. Objective :  At the conclusion of reading why customer service is important the employees the employees   and viewing the video good customer service  the employees will be able to  with 100% accuracy give examples of  why providing  Good Customer service is important for our organization

47. good customer service 1

47.1. phone customer service 5

48. conversations with students   will include open ended questions on Facebook group

49. Customer service articles

50. What the organization wants the employee to know


52. providing a secure web access

53. Bibliography 1. Anderson, A. (2013, June 30). Online Learning Orientation Series - Episode_05: E-Learning at Work. Retrieved September 05, 2016, from https://youtu.be/EXb06eMs1Zo 2. Bloom, B.S. (Ed.). Engelhart, M.D., Furst, E.J., Hill, W.H., Krathwohl, D.R. (1956). Taxonomy of Educational Objectives, Handbook I: The Cognitive Domain. New York: David McKay Co Inc. 3. C. (2011). BAD Customer Service. Retrieved September 05, 2016, from https://www.youtube.com/watch?v=OaZnCu1hc0I 4. Comcast 'Embarrassed' By Customer Service Rep. (2014). Retrieved September 05, 2016, from https://youtu.be/LgBFWX80vwM 5. Customer Service: The Telephone Connection (training video). Greet, then Listen. 2 - YouTube. (2013). Retrieved September 05, 2016, from https://youtu.be/Fii-Knk9lZc 6. Harlee , O. (2014, January 17). 15 STEPS TO GREAT CUSTOMER SERVICE. Retrieved September 05, 2016, from https://youtu.be/0jPk6CtK360 Huitt, W. (2004). Bloom et al.'s taxonomy of the cognitive domain .Educational psychology interactive, 22 7. Mayer, R., & Massa, L. (2003). Three facets of visual and verbal learners: cognitive ability, cognitive style, and learning preference. Journal of Educational Psychology, 95(4), 833-846.

54. shutter stock stock image