Group+4+Project+Plan

Customer Service Training Online Customer Service Training for Drugstore Chains Retail Sales Associates/Customer Service (CS) Agents Mock Trials of Fictional Situations (Activity 80)
 * Your general topic**:
 * Your specific topic**:
 * Audience for the project**:
 * Type of Activity you have chosen to create**:

In this topic overview we will be describing briefly what we will be focusing on with our customer service training. The training is based on instructing customer service professionals to better handle problem situations that may arise on the job. To help train this skill, customer service professionals will be given information and advice at the start of the training session to exemplify the correct responses to real-life difficult scenarios. After the example situations, customer service professionals will be evaluated on what they learned and given their results based on the SkillCheck Adaptive Testing Model.
 * Topic Overview**:

This program will follow the guidelines of mock trials and fictional situations. After being given preliminary information, trainees will be asked to engage in web-based scenarios of real-life events. Each scenario will include some sort of conflict that CS agents often encounter. They will then be given methods and tips on handling the situation. Upon completion of each training session, trainees will then be asked to read, watch, or listen to scenarios and complete multiple-choice quizzes that test their problem-solving abilities in CS. Essentially, they will be asked to find the best the resolution for each challenging issue. At the end of the assessment, representatives will receive results and be given feedback stating their strengths and weaknesses in CS problem-solving.
 * Task**

This project will be created through the use of a online website creator (google.sites) which will house important preliminary information (including mock scenarios) as well as links to assessment quizzes. The quizzes will also be created using and online generator (testmoz.com) and will allow CS agents to answer multiple choice questions and receive feedback afterwards. Videos and other forms of found media will serve as case-in-point examples that will backup the information being given to the trainee.
 * Process/Guidance**

Both the trainee and the project designers will receive feedback at the end of each training session (from testmoz.com). This feedback will have the purpose of providing an analyzed summary of the respondent's individual personality as well as their ability to deal with difficult situations in CS. When working through the website, there will be an external link that will be clicked for the trainee to navigate to the test. The test will consists of multiple choice questions with four answers to choose from and the trainee will need to select the best answer for each situation or scenario that will be presented. Once the test is complete, both the trainee and the proctor will receive immediate feedback by being able to see the response, scores, and averages from the questions. Once you have the data, you can export them to a CSV file. The trainee can then use their results to learn where their strengths and weaknesses lie.
 * Evaluation**

We chose to create this project in hopes to better prepare customer service representatives on how to manage difficult customers. By giving examples and quizzing the customer service trainee, the trainee will be able to quickly see what area's they will need to improve in. It is our goal to prepare the trainee for difficult situations that may arise.
 * Reflection**