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. videos used are real world examples

2. online library  video access for self

3. Adults thrive when there is a need to learn

4. learning is motivated by the task

5. self directed

6. Learning involves aquiring new knowledge or work

7. Theoretical rationale

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

9. other sources #angrycustomers

10. Employee can access at anytime anywhere

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

12. anonymous  feedback

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

14. 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

15. 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

16. Maintaining  confidentiality for participants

17. MOTIVATION  google image

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

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

20. Adult learner motivation is  intrinsic and extrinsic

21. Collaborate with each other

22. Employees can generate new ideas

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

24. Training can provide just in time learning opportunity

25. 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

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

26. Company and employee created materials

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

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

29. 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

30. How will employees access Training on Facebook   ?

31. How will content be delivered ?

31.1. Images

31.1.1. Discussion groups

31.2. You Tube

31.2.1. chats

31.2.1.1. Webinars

32. How can we test knowledge learned ?

32.1. Polls

32.1.1. online questionaires

33. Customer Service Training  Goals

34. Ethical considerations

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

36. 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

37. Why  am I  taking  this training ?  1

38. 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

39. 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

40. bad customer service 3

41. bad customer service comcast 4

42. Adult self assessment

43. 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

44. good customer service 1

44.1. phone customer service 5

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

46. Customer service articles

47. What the organization wants the employee to know

48. what we want the employee to do

49. Blooms  Taxonomy of learning levels image google image 2

50. COGNITIVE THEORY OF MULTIMEDIA LEARNING (MAYER)

51. 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)

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