Describe how you would approach designing your learning program.


Notice: Trying to access array offset on value of type bool in /home/onliiuxo/public_html/wp-content/themes/betheme/functions/theme-functions.php on line 1490

Notice: Trying to access array offset on value of type bool in /home/onliiuxo/public_html/wp-content/themes/betheme/functions/theme-functions.php on line 1495

Describe how you would approach designing your learning program.


Notice: Trying to access array offset on value of type bool in /home/onliiuxo/public_html/wp-content/themes/betheme/functions/theme-functions.php on line 1490

Notice: Trying to access array offset on value of type bool in /home/onliiuxo/public_html/wp-content/themes/betheme/functions/theme-functions.php on line 1495

You have been asked to design a learning program for Customer Service Representatives (CSRs) on automatic billing, where monthly payments are automatically deducted from customers’ credit card or bank accounts. The Customer Service center accepts in-bound calls only; CSRs do not contact customers directly.

CSRs are expected to offer the auto-billing program with a goal of signing up 75% of those customers. Most customers who contact Customer Service are calling to make a late payment (for which a fee is charged).

Your preliminary needs assessment revealed the following:

  • CSRs do not consistently offer auto-billing to customers.
  • CSRs avoid introducing the auto-billing concept when customers calling to make late payments become upset about having to pay a late payment fee.
  • Your survey of CSRs revealed that most are unfamiliar with many of the auto-billing program’s features and benefits, such as a one-time waiver of a late payment fee for customers who sign up for the service.

Describe how you would approach designing your learning program.