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PRE-WORK |
POST-WORK |
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E-MAIL |
Send a sample work request through e-mail
for them to input. |
Continuing learning scenarios e-mailed
that HR reps must e-mail back possible ways to handle. |
| |
Provide e-mail situation (pre-test) to
gauge how learners react under current system. |
Provide e-mail situation (post-test) to
gauge how learners react under current system after learning. |
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Learners are e-mailed prospective client
need. |
E-mail questions and responses. |
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Play a game guessing the order of
learning activities. |
Play a game ordering weekly activities. |
| |
Send e-mail for a pre-test of skills and
knowledge. |
E-mail exchange team with an indication
to complete a cycle. |
| |
E-mail asking what learners know about
the product before the training session. |
Send an e-mail invitation to the web
site. |
| |
E-mail asking learners to bring training
product to session. (Geri Ota) |
E-mail learners on new tips for he
Product Training. |
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|
E-mail continuing tips on using new
system. |
| |
E-mail required pre-test. (John.Feinen@tellabs.com) |
Sort of Employee of the Month reversed:
Have employees/supervisors e-mail in stories about how they helped
customers in tough situations. Use these stories as case studies. Have
employees review "bank" of case studies every 6 months. (John.Feinen@tellabs.com) |
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VOICE MAIL |
Audio of person telling who they are and
that they want interview and had to use company paper form to evaluate 1st
contact. |
Call and we’ll call back message. |
| |
Practice customer calls to set metrics. |
Practice customer calls to measure
improvement. |
| |
Call to count number of problem
questions. |
Leave voice mail to enhance knowledge of
products. |
| |
Ask them to make a call and measure
silences/probes. |
Leave voice mail for monthly reminder of
web site suggestions. |
| |
Create a voice mail message to employees
of a complaining customer, with a response option, and students must
select an appropriate response/resolution. |
Leave voice mail to invite people to give
feedback on how well they are using what they learned. |
| |
Leave voice mail asking parents, etc. to
print out web pages and bring to class. |
Voice mail learners on issues they are
having with new system. |
| |
Leave voice mail and ask parents, etc. to
check specific web sites and e-mail info back. |
|
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Leave voice mail messages and ask
parents, etc. to check e-mail for messages and reply. |
|
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Introduce fact that new version will be
loaded soon. |
|
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Colleague poses as prospective client,
referred by current client, stating training need. |
|
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Leave voice mail inviting CR’s to CBT
enhancement training. |
|
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The computer calls learners to tell them
story of what’s new with computers. |
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INTERNET |
Create a fake "transaction"
submitted by customer, which must be processed/finished by employees
using new info system. |
Continuous learning—e-mail prompted, or
internet site interactive test to complete new claim files. |
| |
Community posted bulleting board,
E-bulletin board, e-mail in local paper.
(Bruce Mabeo) |
Provide "push technology"
hotlink to web site for walking through mock sales or service management
scenario at specific post-learning timed intervals. |
| |
Interactive demo/advertisement of
features of rationale behind new system. |
Create a script. |
| |
Web-based CBT to build on experience. |
Create Consultation Suggestion web site. |
| |
Provide map with "cycle"
(travel theme) to introduce the new "journey" (preview). |
Create web page for suggestions on how to
increase basic understanding of product knowledge. (Sheila Manteaw) |
| |
|
Complete claim on web site to demonstrate
skill. |
| |
|
Web site prizes were Frequent Flyer Miles
and learners went to the site to show their post work to get miles. |
| |
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Have learners use/input web research on
stocks into new info systems "glossary" or "library"
for other employees to reference. |
