Instructional Design Project

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Instructional Design Project
SectionA:
1. Instructional Goal:
Given Computer, Internet access, headphones and customer’s
computer’s details, customer service representatives will be
able to assist, troubleshoot and solve customer’s computer
technical issues correctly based on provided script and
checklist.
2. Target audience:
My target audience will be the customer service
representatives.
SectionB:

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Performance Objectives
1. Customer service representatives will be able to identify and
describe the company’s products.
2. Customer service representatives will be able to complete
VERSANT test successfully and demonstrate his/her ability to
represent their company.
3. Customer service representatives will be able to ask questions
related to the product or service provided the script.
4. Customer service representatives will be able to troubleshoot
the computers’ technical issues in the first conversation
attempt.
5. Customer service representatives will be able to review and
analyze the outcome of his conversation with a customer.
SectionC:
1. Learning Domains:

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The learning domain or theory for this project is the Cognitive
learning domain because the Customer Service Representative
should have the problem-solving skills for the technical
glitches in the computer, should be able to analyze and
understand the problem and be innovative in the thought
process.
2. The Instructional Design model followed for this project is
A.D.D.I.E
Analysis
Design
Development
Implementation
Evaluation
SectionD:
Pre-requisites:
1. Ability to speak clearly without any hesitation

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2. To have technical knowledge of the product
SectionE:
Instructional Methodology:
Objective 1: Customer service representatives will be able to
identify and describe the company’s products.
A.Motivation:
a. Before instruction: Customer Service Representatives will be
shown on the company’s website the different products sold
by the company and will be guided on how to search for a
product.
b. Through Instruction: Customer Service Representatives will be
informed on all the categories of the products being sold by
the company.

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c. Concluding Instruction: Customer Service Representatives will
be guided on the descriptions of the products.
B. Pre-Assessment:
After the training of the identification of products being sold
by the company, the instructor will give time to the Customer
Service Representatives to ask for any product related
questions. The instructor will then ask questions to the
Customer Service Representatives about the products and the
answers will give an insight to the instructor as to how many
trainees need more training and will develop his method of
instructions accordingly.
C.Teaching the objective 1 (Activities and Time-frame):
a. The instructor will display the company’s website on the
projector and the trainees will follow the instructor on their

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personal computer on how to navigate to the products on the
website.
b. The instructor will then ask the trainees to sort for a product.
For example: among the list of electronic items such as
laptops, monitors, printers; trainees will sort for laptops.
c. Once the trainees sort for laptops, they will be able to look
out for different types of laptops.
d. The instructor will ask the trainees to click a laptop for more
information on the descriptions.
e. The instructor will guide the trainees on the sorting of the
products based on price, color, memory.
f. In this way, the trainees will be able to identify, recognize and
describe different types of products of the company.
g. Time taken for this activity will be approximately 4 hours.
D.Materials:
a. Projector

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b. Personal Computers
c. Internet access
E. Exit Assessment:
The final assessment will be conducted in the training room
in the presence of the instructor where every trainee should
practice on how to look out for a product and its descriptions
and the ways of sorting the product per price, RAM memory,
screen size of the computer, graphics card.

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complete VERSANT test successfully and demonstrate
his/her ability to represent their company.
A.Motivation:
a. Before Instruction: Before the VERSANT test, the trainees will
be given an English test paper which contains jumbled up
sentences, a list of sentences which they will be asked to
speak, 2 topics based on their personal and professional life
which will measure their voice clarity and their accent.
b. Through Instruction: The instructor will guide his trainees on
how to achieve a good score in the VERSANT test and explain
them the pattern of the test and will ask the trainees random
sentences from the test paper which will demonstrate their
ability of speaking fluently and in a clear voice which in turn
will help the trainee to be confident on phone calls when he
hits the operational floor.

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c. Concluding Instruction: Once the trainees pass the VERSANT
test, the instructor will then explain them how to represent
their company on the phone calls in a polite and descent
manner by following the script provided.
B. Pre-Assessment:
Based on the training and the VERSANT score, the instructor
will be able to identify the trainees who needs more training
for speaking on the phone calls with the clients before they
hit the operational floor. The weak group will then be sent for
the second round of VERSANT test training where they will be
trained more on speaking clearly without stammering.
C.Teaching the objective 2 (Activities and time-frame):
a. The trainees will be guided on speaking loud and clear over
the phone.
b. The instructor will instruct his trainees to listen carefully
before they answer any question.

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c. The instructor should motivate his trainees to speak in a
sound and clear voice instead of fake accents unless the
trainees are comfortable in speaking in different accents.
d. 1 business day (8 hours) is required to train and make the
trainees proficient and to prepare them to take the VERSANT
test.
D.Materials:
a. Telephone
b. Knowledge Analysis Technologies (KAT) and Latent Semantic
Analysis (LSA) software(s) for analyzing and scoring the
speech of the trainee.
c. VERSANT test paper
d. A quite room with no background noises.
E. Exit Assessment:

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The final assessment for the VERSANT test will be on an
automated phone call where the trainee answers the
questions asked by the operator and the answers will be
evaluated by the Versant scoring system with the help of
Knowledge Analysis Technologies (KAT) and Latent Semantic
Analysis (LSA) software(s) and then the scores are generated
through the reporting tool.

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ask questions related to the product or service provided the
script.
A.Motivation:
a. Before Instruction: Customer Service Representatives will be
provided a script to follow while on a call with the customer.
instructed to follow the script related to the product or
service. The Customer Service Representatives will gain
knowledge about the product and will learn how to greet the
customers and be polite even with an arrogant customer on
call. The Customer Service Representatives will be able to ask
questions to upsell their product and by being courteous, the
Customer Service Representatives will be presenting their
company as sound and robust.

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c. Concluding Instruction: The Customer Service Representatives
will be able to promote their company in a fine and quality
way by being well-spoken and mannered with the customers
by following the script.
B. Pre-Assessment:
The Customer Service Representatives before going on the
operational floor will be taking the test calls following the
script. Now, the Customer Service Representatives will have a
complete knowledge of the products being sold by company
and will also know how to upsell the product. These test calls
will be made with the Team Lead of the department and under
the Assistant Manager’s supervision. Based on the
performance of the test calls, the trainer/instructor will have
an insight as to who is ready for going on the operational floor
and who requires further training.

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a. All the candidates who are now a part of the training session
for Customer Service Representatives will be learning the
different products sold by the company.
b. The Customer Service Representatives can ask questions to
their customers about the product once they have complete
knowledge of the product. For example: for more details on
the failure of the printer, the Customer Service
Representatives can ask questions about the connection to
wi-fi, out of ink, printing from mobile device. The Customer
Service Representatives can only ask these questions once
they know their product.
c. Customer Service Representatives will be taught how to be
polite with the customers on the call, how to handle arrogant
customers, to not to be nervous.
d. Customer Service Representatives will be taught to greet the
customers by using sentences such as “Good Morning, how
may I help you?”, “Is there anything else that you require help

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on?”, “Please be online while I check your number on the
records”, “Thank You and have a good day”. While on a call
with the customer, the Customer Service Representatives will
be following the script provided to them about the service.
e. To make the Customer Service Representatives proficient in
knowledge of the product and service, 5 business days are
required.
D.Materials:
a. Head-phones
b. Script
c. Computer
E. Exit-Assessment:
The final assessment for this objective will be a telephonic call
with the manager of the customer service department who will
analyze the communication skills and the knowledge of
products of the trainees provided the script.

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This test is common for all the trainees who are all set and
ready to go live on the operational floor.

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troubleshoot the computers’ technical issues in the first
conversation attempt.
A.Motivation:
taking an online test before the training session, which will
measure their current knowledge on the computers’ technical
issues.
b. Through Instruction: Based on the online test, Customer
Service Representatives will be undergoing an intense training
session where they will be trained on solving the technical
issues of the computer. Moreover, the Customer Service
Representatives will be trained on acquiring knowledge about

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the software and hardware so that they will be ready for
meeting any challenges during the customer call.
c. Concluding Instruction: With the intense training sessions and
the online tests conducted for the Customer Service
Representatives, the Customer Service Representatives will be
ready and confident for taking the final assessment before
hitting the operational floor.
B. Pre-Assessment:
For the Customer Service Representatives to take on the live
customer calls, they need to have knowledge about the
products and the components of the computer. To measure
the efficiency of the Customer Service Representatives and
their knowledge on the technical aspect of computers, the
instructor will conduct a final assessment where they should
score a number of points. This test will give a hint to the
instructor as to who is ready and who needs more training.

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a. Customer Service Representatives will be undergoing a pre-
training test which measures their current knowledge on the
software and hardware to troubleshoot the technical issues of
the computer.
b. Customer Service Representatives will be under training for
almost 2 weeks under expert guidance who will teach the
Customer Service Representatives on a projector in a training
room from basic to complex technical issues of the computer
that they will be facing.
c. For the company to earn a good reputation, the issues of the
customers should be resolved in the first conversation
attempt and for this thorough understanding of the subject is
required. The trainers will train the Customer Service
Representatives to understand the technical issue of the

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computer, analyze it, and if required, take extra couple of
minutes and then give a resolution to the customer.
d. Every day before the training, the Customer Service
Representatives will be taking an online test to measure their
knowledge.
e. The Customer Service Representatives will take a final
assessment before they go live on the calls.
f. This training will take about 2 weeks.
D.Materials:
a. Computer
b. Head-phones
E. Exit-Assessment:

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The final assessment will be on the trainees’ ability for solving
the technical issues of the computer in the first conversation
attempt and for this:
a. The trainees will be answering a questionnaire on the
technical aspects of the computer to measure their technical
knowledge.
b. To ask questions to the customer to assess the solution:
i. Did the solution eliminate the problem?
ii. Did it accomplish the required task?
review and analyze the outcome of his conversation with a
customer.
A. Motivation:
shown a demonstration as to how to disconnect a call after
solving the customer’s computer technical issues and how to

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generate the report of their service on the call/chat with the
customer.
practicing a demo along with the instructor how to disconnect
the call/chat successfully in a well-spoken manner and then
to click “generate report”. The report is the feedback from the
customer for the sales rep about his recent experience with
the rep.
c. Concluding Instruction: After the call/chat with the customer,
the report generated by the sales rep indicates his knowledge,
efficiency in solving technical issues, and speaking gently.
This report also highlights where the sales rep is lacking and
is in need for more knowledge about the product and training.
B. Pre-Assessment:
For the Customer Service Representatives to go live on the
calls, they need to be perfect and confident about the

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technical issues of the customers’ computer and be polite in
their conversation with the customer as the product
knowledge and the service is what the Customer Service
Representatives will be judged upon. The service report
generated will signal the instructor as to which Customer
Service Representatives needs more time and training.
a. The instructor instructs the Customer Service Representatives
to be polite in their conversation with the customer.
b. Teaching the Customer Service Representatives different
software and hardware issues.
c. Teaching the Customer Service Representatives to end the call
or chat on a positive note and be friendly with the customer
following the script.
d. The Customer Service Representatives can see the “generate
report” hyperlink on their computer screen which generates

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the report of service provided by the Customer Service
Representatives.
e. This training session will be for 1 business day.
D.Materials:
a. Telephone/head-phones
b. Script
c. Computer
E. Exit Assessment:
The exit assessment for the customer service representative
starts as soon as the representative hangs up the phone call
or disconnects the chat box. When the call or chat is
disconnected, the customer will hear questions regarding the

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service and the answers generated will determine the
representative’s quality of service towards his clients.

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Cumulative Assessment:
Customer service representatives will write an online exam
which will test their knowledge on the different varieties of
products sold by the company. To test their vocabulary and
communication skills, they will go through the VERSANT test
based on which they will allowed to proceed further for the
training.
For a smooth and excellent customer service, trainees will be
attending a call with the manager of the department which will
measure their customer service skills following the script and
to be able to troubleshoot the computer technical issues,
customer service representatives will be tested on their
technical knowledge based on an exam.
The manager of the department will rate the trainees on the
customer service provided over the phone call.
Checklist:

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 Customer Communication
 Effectively communicate your brand and service
expectations.
 Use age-appropriate greetings.
 Service all customers the same regardless of their age or
appearance.
 Interact well with customers.
 Demonstrate competence.
 Have good listening skills.
 Make suggestions based on customer comments.
 Appear engaged and interested in what the customer is
telling them.
 Respond to customer e-mails, telephone queries and
complaints.
 Minimize any wait time.
 Ensure a pleasant and efficient treating of customers.
 Product Knowledge

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 Confidently explain the company's products and
services.
 Able to explain the basic components of each product,
features and benefits.
 Understand how to match specific products and services
with customer needs.
 Act within the chain of command in conflict situations
 Understand who can authorize actions or changes.
 Keep their cool and calm during conflict situation.
 Act to diffuse or alleviate the situation.
 Resolve customer service issues in a fair and equitable
manner.
 Keep emotions in check.
 Stay polite always.
SectionF:
Instructional Design Project Implementation:

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The learning environment of my project on training employees
is conducted in a training room and is meant to be online as
well as traditional learning where the instructor train the
employees how to interact with the customers politely
following the script on the phone call/chat and the employees
also learn and understand the products sold by the company
by visiting the website online. This training session is
intended for a group or a batch of newly hired employees.
The learning environment is an employee centered
environment where the instructor guides and instructs the
employees of their duties and responsibilities towards their
job roles.
The teaching approach is a direct teaching approach method
where the audience (employees) follows the instructions of the
instructor on how to provide service to the company’s existing
and new clients.
SectionG:

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Evaluation:
The evaluation for teacher, learner and Expert ID will be bases
on formative evaluation. The teacher will be evaluating the
learners at every step of learning. The teacher will proceed with
the training only when all the trainees are at the same
understanding level.
SectionH:
Reference Analysis:
I chose this project because I’m from the corporate world but
designing an Instructional Design on my work field isn’t an
easy job as to how it looks like because I have never been into
instructing or teaching. Although I know In and Out of the
corporate world, how the corporate system works, the training
programs, the operational floor and the corporate meetings
but writing a design plan for it requires a lot of critical
thinking. The challenge for me was where to start from but
once started, you know what’s the next step would be.

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I have been a part of customer service in Multi-National
Companies for about 4 years now such as ADP and Dell but
never bothered to appreciate it. It’s only after designing this
project, I realize what efforts are put in for customer
satisfaction. This course is definitely a step closer of my
dream taking a career in Instructional Designing.
Instructional Analysis:
Customer service reps will be
able to identify and describe
the company 'products
1.3 - Will be able to
explain the product
identify the variety of
products
1.1 - Will be aware of
their company’s
products
able to complete VERSANT
test successfully and
demonstrate his ability to
demonstrate his voice
clarity and speaking
accent
answer the questions
asked during the test
over the telephone
read the script
provided for the test
2.0 (Prerequisite) –
should be able to speak
clearly without
hesitation
able to ask questions related
to the product or service
provided the script
analyze the problem
understand the
problem regarding the
product
3.2 - Will be able to ask
more questions to the
customer about the
product/service
provided the script
have complete
knowledge about the
products
able to troubleshoot the
computers’ technicalissues in
the first conversation attempt
demonstrate his
technical problem
solving skills in the
first attempt
4.1 - Will be having an
understanding level of
the technical problems
being asked
4.0 (Prerequisite) –
Should have technical
knowledge about the
product
able to review and analyze the
outcome of his conversation
with a customer
generate the report
regarding his
conversation with the
customer about the
service provided.
successfully close the
chat/disconnect the
call demonstrating his
customer service skills
provided the script.

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• Objective 1: Customer service reps will be able to identify and
describe the company products.
1.1 - Will be aware of their company’s products
1.2 - Will be able to identify the variety of products
1.3 - Will be able to explain the product
• Objective 2: Customer service reps will be able to complete
VERSANT test successfully and demonstrate his ability to
2.0 (Prerequisite) – should be able to speak clearly without
hesitation
2.1 - Will be able to read the script provided for the test
2.2 - Will be able to answer the questions asked during the
test over the telephone

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2.3 - Will be able to demonstrate his voice clarity and
speaking accent
• Objective 3: Customer service reps will be able to ask
questions related to the product or service provided the script
3.1 - Will be able to have complete knowledge about the
products
3.2 - Will be able to ask more questions to the customer about
the product/service provided the script
3.3 - Will be able to understand the problem regarding the
product
3.4 - Will be able to analyze the problem
• Objective 4: Customer service reps will be able to
troubleshoot the computers’ technical issues in the first
conversation attempt

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4.0 (Prerequisite) – Should have technical knowledge about
the product
4.1 - Will be having an understanding level of the technical
problems being asked
4.2 - Will be able to demonstrate his technical problem
solving skills in the first attempt
• Objective 5: Customer service reps will be able to review and
analyze the outcome of his conversation with a customer
5.1 - Will be able to successfully close the chat/disconnect the
call demonstrating his customer service skills provided the
script.
5.2 - Will be able to generate the report regarding his
conversation with the customer about the service provided.

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X
Omar Khan
Instructional Design student

Instructional Design Project

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