AMTRAK Holistic Training - An Exercise of Applying ARCS (Pauline M.)…
AMTRAK Holistic Training - An Exercise of Applying ARCS (Pauline M.)
What'll be involved in this training?
Getting to Know the Reservation System
Phone-based Customer Service
Customer Service Basics
Online-based Customer Service (emails and chat)
Terminal objective: given various situations, learners will be able to satisfactorily serve the customer in the reservation area.
Understand learners' characteristics -- What would be their motivation, aspiration for working as reservation agent?
Provide learner-friendly learning goals and objectives (Goal orientation)
Provide a real scenario to provide the "why's" behind the learning goals and objectives (Motive matching and familiarity)
Game-like exercise using branching scenario using an avatar and simulated customer (Motive matching)
Provide expectation of what the learners will gain by going through the module. Giving an example from a real scenario of how learners will apply knowledge gained from this module. (Learning requirements)
Feedback on how they're doing on the game-like exercise. A quick round-up at the end of module to provide a summary of what they have learned and a quick overview of what they'll learn in the next module (Success opportunities).
Game-like exercise provides personal control over the choices/responses to the given scenario (Personal control).
Using funny/real story, comic, or short video when opening a module (Perceptual and variability)
Ask questions that requires learners to think about the answers while going through the module content (Inquiry arousal).
Certificate of completion and a congratulatory message to welcome them aboard a reservation agent (Reinforcement).
A remark that AMTRAK is going strong partially because of dedication and hard work from employees like reservation agents.(Equity)
Confirmation of what they have learned from the module. Questions on how they'll plan to apply the newly acquired knowledge (Natural consequences)
Content Outline for Module 2: Customer Service Basics (Application of ARCS)
Provide review of module
Reiterate the content highlights confirming what learners have learned (
Questions provoking thoughts on how learners will plan to apply this new knowledge (
Appreciation and congratulation for learning about customer service. AMTRAK can't do this without employees like reservation agents (
Present opportunities for practice
Game-like exercise using scenario branching. Learners have to respond to the situation and questions from a simulated customer. Feedback will be provided. (
Present content and learning cues
Describe the role of customer service
Describe the role of customers
Describe AMTRAK expectation (mission and vision)
A real-case example of how to apply the information regarding customer service to serve the customer in promoting AMTRAK mission and vision (
Describe how customer service basics help a reservation agent's job
Explain the relevance and assist in recalling prior knowledge/skills
Statement asking learners to recall a time when they had to talk to a customer service agent. Did they have positive or negative experience? How would they wish the agent to serve them better? (
Give an example from a real scenario regarding an interaction between a customer and reservation agent (
Provide an overview
Provide an overview and comic representing customer service to open the module. Brief question of what they think about the comic (
State the learning objectives in friendly and conversational tone (
Enabling objective: given examples of real-setting scenarios, learners will be able to use customer service principles.