SEM Online Training Experience

in Customer Service

Garid Gibbs
Instructional Designer

Contents

Course Description
Course Objectives
Players Involved
Guiding Principles (Gagne and ARCS)
Course Resources
The Setting (D2L/LEO)
Course Content Page
Discussion Board Page
Modules 1 4 and Assessments

Course Description

The course would replace

the current mentoring
process. All newly hired
advisors will be expected to
participate and complete
this 4-week course
designed to prepare them
for advising students on a
daily basis while providing
excellent customer service.
The focus of the course
includes appropriate SEM
phone and e-mail etiquette
and showing empathy for
the students.

Course Objectives

Objectives:
Demonstrating
appropriate introduction
and conclusion statements
as established by SEM
Demonstrating
appropriate phone and email etiquette
Showing empathy toward
each student
Managing an upset
student
Providing a timely followup plan as established by
SEM

Outcomes:
Open conversations introducing
themselves, what department
they represent, verifying the
student, concluding with thank
you, ensuring to answer all
questions
Always polite, ensure to use
thank you, open and close with
appropriate, professional remarks
Asking questions, ensure to listen
to the students issue and come
up with a plan to solve them
Keeping control of the situation,
not raising voice, calming the
student by the conclusion of the
conversation
Planning to follow-up with
student and providing deadlines

Players Involved

All newly hired

advisors - Advisors
must have a
bachelors degree
which shows they
have experienced the
situations an
undergraduate
student will meet.
Advisors can range
from anywhere over
21.

Supporting Cast
The Instructor
Other seasoned
advisors
Supervisors

Guiding Principles
Gagn's

Nine Events of Instruction:

1. Gaining attention (By receiving and retaining the attention of the

learners the information presented will catch the eye of and be
understood by the learners.)
2. Informing the learner of the objective (When the learner
understands the objectives and purpose of the information being
presented, they know where to focus their attention.)
3. Simulating recall of prerequisite learned capabilities (Learners
are able to build on their new knowledge being presented by
making connections to previously learned material.)
4. Presenting the stimulus material (Material should be presented
with different forms of media, in a way that will interest the
learners and is effective for multiple learning styles.)
5. Providing learning guidance (Guidance should be provided by the
instructor to ensure learners do not deviate too far off the right
path or make false conclusions.)

Guiding Principles

Gagn's Nine Events of Instruction:

6. Eliciting performance (Learners should be given the

opportunity to demonstrate what they have learned from
the information presented.)
7. Providing feedback about performance correctness
(Learners can give peer feedback and the instructor can
give feedback on learner performances with the new
information.)
8. Assessing the performance (Performance of learners
should be measured formally and informally to ensure
students are reaching desirable learning goals.)
9. Enhancing retention and transfer (Information presented
should be relevant to the overall objectives and should
easily translate to the purpose of the course material.)

Guiding Principles 2
Kellers ARCS Model for Motivation

ATTENTION
A.1. Perceptual arousal
A.2. Inquiry arousal
A.3. Variability

CONFIDENCE
C.1. Learning requirements
C.2. Success opportunities
C.3. Personal control

RELEVANCE
R.1. Goal orientation
R.2. Motive matching
R.3. Familiarity

SATISFACTION
S.1. Natural consequences
S.2. Positive consequences
S.3. Equity

The ARCS model for motivation is used to ensure that students are
encouraged and motivated to do well in the course. It goes hand-inhand with Gagnes 9 events and overlap should be seen.

Course Resources/Learning Materials

The main textbook for the course

Videos used can be

taken from YouTube,
the online video
service. Video
resources can be found
under the
Resources/Examples
link from the Course
content tab

THE SETTING D2L/LEO

Announcements

09/01 Welcome!
New Discussion!

Upcoming due
dates should
go here.

The instructors name and contact

information

The news section contains

important
announcements, due
dates, and anything that
should be seen first by the
advisors. This page also
serves as the homepage.
Advisors should be
informed to view this
section first when
entering the classroom
and visit the content page
next.

Script Notes

As students
will be using
D2L/LEO it is
important for
advisors to
understand
how to
navigate the
platform.
Students often
have
questions on
how to access
certain parts
of their
classes and
having first
hand
experience will
greatly benefit

THE SETTING D2L/LEO

Announcements

09/01 Welcome!
New Discussion!

The instructors name and contact

information
Alerts allow advisors to be
notified of any feedback
received or new discussion posts

Upcoming due
dates should
go here.

The calendar can

be used to show
and keep track of
where advisors are
in the 4 week
module

Script Notes

The homepage is
all about gaining
the advisors
attention. Any
other part of the
course can be
accessed from the
homepage.
Important news
shows up here
first.

Course Content Page

Script Notes

Course Syllabus
(hyperlink)
Course Objectives
(hyperlink)
Module 1 (hyperlink)
Course Syllabus Module 2 (hyperlink)
Course ObjectivesModule 3 (hyperlink)
Module 1
Module 4 (hyperlink)
Module 2
Module 3
Resources/Examples
Module 4
(hyperlink)
Resources/
Examples

Under Course
Content
advisors should
be able to find
the course
syllabus, course
objectives,
learning
content for the
course, any
examples.
These should
also be listed
on the left side
under Table of
Contents on
each

Course Content Page

Script Notes

Course Syllabus
(hyperlink)
Course Objectives
(hyperlink)
Module 1 (hyperlink)
Course Syllabus Module 2 (hyperlink)
Course ObjectivesModule 3 (hyperlink)
Module 1
Module 4 (hyperlink)
Module 2
Module 3
Resources/Examples
Module 4
(hyperlink)
Resources/
Examples

Gains the
advisors
attention and
informs them of
the objectives for
the course
Module titles are
visible from the
beginning of the
course but
advisors should
not be able to
access them until
the start of that
week. Each week
begins a new
module.

Discussion Board
Script Notes

Discussions
Questions or Concerns?
Module 1 Discussions
Module 2 Discussions
Module 3 Discussions
Course Syllabus
Module 4 Discussions
Course Objectives
Module 1
Module 2
Module 3
Module 4
Resources/
Examples

On the discussion
board, students
should be
encouraged to freely
express themselves.
The environment
should be created in
a way that students
should be willing to
share their multiple
perspectives and
analyze the views of
others in order to
further their own
understanding.
(Bednar, et al.,
1992).

MODULE 1: Welcome To Advising

Gagne 2: Objective Informing

Learning Objective:
Introductions (discussion)
Customer Service (discussion)
The Golden Rule (discussion)
Both Customer Service and The
Course Syllabus Golden Rule should provide
Course Objectives videos showing good and bad
customer service. Students
Module 1
should discuss each. This shows
Module 2
the relevance to what the
Module 3
students will be doing on a daily
Module 4
basis and demonstrates things
Resources/
the advisor already knows while
Examples
presenting some of the learning
material (Gagne 3 and 4)

Script Notes

Introductions
advisors may post a
video, or produce an
audio clip to introduce
themselves to the
class. First, the
instructor should post
their own introduction.
This will immediately
catch their Attention
and get them involved
(Gagne 1). This will
show them that each
advisor is an active
member of the class
and expected to
participate and
contribute. Advisors
and the instructor are
also expected to read
and review the
introductions of their
peers (Gagne 5).

MODULE 1 Assessment
Script Notes

Assignment 1: The Golden Rule Scenario

Assignment 2: E-mail responses

Course Syllabus
Course Objectives
Module 1
Module 2
Module 3
Module 4
Resources/
Examples

Advisors will be put

in a scenario where
they are asked to
assist a student with
basic questions on
how to get
registered. They will
be assessed to make
sure they follow
standards provided
in Module 1 (Gagne
6, 7, 8). By
completing these
assignments
successfully,
advisors will be
satisfied and
confident that they
are able to get
complete the
fundamentals of
what it takes to be

MODULE 2: Providing Good Customer Service

Gagne 2: Objective Informing

Learning Objective:
Audio scenarios on the
following:
Proper phone etiquette
How to begin a conversation
How to carry on during a
conversation
Course Syllabus How to conclude a conversation
Course Objectives
Module 1
Advisors will also discuss best
Module 2
practices as well as practice
Module 3
having conversations with one
Module 4
another as if one advisor is a
Resources/
Examples
student advising another

student. Advisors will also

provide feedback to one
another.

Script Notes

Providing examples
and scenarios (to
gain attention) for
the advisors to
complete allows
them to put in their
own feelings and
thoughts. Advisors
will also interact
with one another to
discuss best
practices and the
instructor should
oversee discussions
to ensure advisors
stay on track
(Gagne 1, 3, 4, 5, 6,
7).

MODULE 2 Assessment
Script Notes

Assignment: Presenting the

proper phone conversation.

Course Syllabus
Course Objectives
Module 1
Module 2
Module 3
Module 4
Resources/
Examples

Advisors will be put

in a scenario where
they are asked to
assist a student with
basic questions.
They will be
assessed to make
sure they follow
appropriate phone
conversation
standards as
provided in Module 2
(Gagne 6, 7, 8). By
completing this
assignment
successfully,
advisors will be
satisfied and
confident that they
are able to get
complete the

MODULE 3: Managing Upset Students and Empathy

Script Notes

Gagne 2: Objective Informing

What do you do when
you get a student who
is upset? (Gain
Learning Objective:
Attention, Gagne 1)
Managing upset students
Advisors will also
Showing empathy
practice this scenario.
Previously recorded
scenarios will be
presented and
advisors will have to
Course Syllabus
answer based on what
Course Objectives
they feel is the best
Showing empathy what
Module 1
course of action to
does it mean? How do I do
Module 2
follow in order to
it? How does the Golden
Module 3
satisfy the situation.
Module 4
Rule apply? (Relevance)
Resources/
Advisors will be
Advisors will practice these
Examples
encouraged to
scenarios with one another
respond and give
and give feedback to one
feedback to other
another (Gagne 3, 4, 5, 6,
advisors as well.
7).

MODULE 3 Assessment
Script Notes

Assignment: Irate student scenario

Course Syllabus
Course Objectives
Module 1
Module 2
Module 3
Module 4
Resources/
Examples

Advisors will be put

in a scenario where
they are asked to
assist an irate/upset
student. They will be
assessed to make
sure they show
empathy and
dissolve the situation
as demonstrated in
Module 3 (Gagne 6,
7, 8). By completing
this assignment
successfully,
advisors will be
satisfied and
confident that they
are able to get
complete the
fundamentals of
what it takes to be
an advisor (Gagne

MODULE 4: Wrapping Up
Gagne 2: Objective Informing

Learning Objective:
Follow-up
Course Review

Course Syllabus
Course Objectives
Module 1
Module 2
Module 3
Module 4
Resources/
Examples

Script Notes

How do you followup with students

through phone and
e-mail? (Questions
used to gain
attention, Gagne 1)
Advisors will also
practice appropriate
procedures through
sample scenarios
and give feedback
(Gagne 4, 5, 6, 7).

MODULE 4 Assessment
Script Notes

A final formal
assessment will
come at the end of
the course after
advisors participate
Jeopardy course review game
Final formal assessment (scenarios) in the Jeopardy
End-of-course survey for feedback review game
(Gagne 1, 3, 6, 7).
Advisors will need
to complete a series
Course Syllabus
of scenarios where
Course Objectives
students are upset,
Module 1
excited, need
Module 2
empathy, and
Module 3
desire good
Module 4
customer service
Resources/
(Gagne 3, 6, 7, 8,
Examples
9).