New Associate Customer Service Training Design Report
Payless ShoeSource is looking for new ways to deliver customer service training to their new store associates. Current eLearning training modules are dated and poorly received by learners. This project will support their learning needs by using a blend of proven instructional strategies, such as ADDIE, AGILE, and ARCS, to motivate learners and improve learning outcomes. Our goal is to create a revised training module that enhances the learner’s ability to deliver exceptional customer service. Instructional materials will focus on determining customer needs through effective questioning (or conversation starters), support of trying on products, suggesting additional shoes and accessories, and trends knowledge.
The initial project is to be completed by May 2019. However, with official notice of bankruptcy and pending closure of Payless ShoeSource North America on February 14th, 2019, the scope of the project changed. The course will be delivered to Payless ShoeSource Latin America associates in English and Spanish (Latin America) during their spring sales meetings held February – March 2019, with no other formats of training to be developed at this time due to the closure of all stores in Canada, Puerto Rico, and US.
Part 1: Design and Development Report
Proposed Performance Objectives
Proposed performance objectives include:
Description of Content
Instructional materials will include a facilitator guide, participant guide, and a PowerPoint slideshow. The facilitator guide will include timing of each activity, a list of necessary training materials, an outline of training materials, and a list of participants desired responses with corresponding activity. The participant guide will include key information from training along with areas for the participant to capture notes and responses to discussion questions. The PowerPoint slideshow will serve as a visual aid throughout the presentation. It will include group discussion questions and images to assist the facilitator with staying on track with the course materials.
Instructional methods will include a mixture of lecture, group activities, and class discussion. The mixture of instructional methods will keep learners engaged, allow opportunities for learners to share prior knowledge and experience with peers, and build relationships among fellow peers.
The training solutions will follow a similar format that was used in the fall 2018 sales meetings. This will allow both the participants and facilitators to have some familiarity with the agenda and outline of meeting materials. The multimedia technology is commonly used software used at PaylessShoe Source. This will give the facilitators confidence in delivering course materials as it eases their meeting preparations and allows ample time to focus on learning course materials.
Pilot Study Plan
To pilot course materials and gain course materials approval, I will review all materials prior to the sales meeting with Payless Latin America Human Resources (HR) partners, Retail Operations (ROPS) VP, and a few ROPs DROs. I will request the partners to review all course materials for spelling and grammar edits, clarity of facilitator and participants instructions, and evaluate if content meets instructional goals. The partners will receive an electronic version of all materials and be asked to join a Skype meeting to discuss the training materials. Through the meeting and emails, I will collect their feedback and make any necessary revisions prior to implementation. The reason for the small pilot study is due to the size of the audience, time spent with partners and subject matter experts (SMEs) developing project materials, and change of sales meeting delivery dates to accommodate organizational changes.
Detailed Evaluation Plan
To evaluate the project, I recommend that we work with HR and ROPs partners to complete a checklist during the sales meetings to receive feedback through interviews and surveys following the classroom training. The checklist will list objectives and evaluate if associates are able to complete/meet each performance objective with little to no assistance from the facilitator. The survey will be created with Google Forms and sent to associates with email addresses.
The proposed interview/survey questions include:
Conclusion
This has been a challenging assignment with the announcement of bankruptcy at Payless ShoeSource. I spent a substantial amount of time with US and Canada partners and SMEs for this project. It was difficult to progress with the project as rumors of pending bankruptcy emerged in the news. The energy and motivation to develop training materials ceased as fear took over. Unfortunately, as rumors became a reality, many of the US and Canada ROPs leaders were asked to immediately leave the organization or focus the attention to liquidation sales, store closures, and staffing needs.
There is much uncertainty at this point with the future of the organization. As operations wind down in US and Canada, Latin America is faced with the challenge of picking up many functions that were greatly supported by their US partners. Strong working relationships are ending, and new relationships are beginning. My intention for the training materials are that they are easy to use, effective, and provide a boost of energy to associates across Latin America in a difficult time.
Part 2: Prototype of Instructional Product/Example of Training Solution
The initial project is to be completed by May 2019. However, with official notice of bankruptcy and pending closure of Payless ShoeSource North America on February 14th, 2019, the scope of the project changed. The course will be delivered to Payless ShoeSource Latin America associates in English and Spanish (Latin America) during their spring sales meetings held February – March 2019, with no other formats of training to be developed at this time due to the closure of all stores in Canada, Puerto Rico, and US.
Part 1: Design and Development Report
Proposed Performance Objectives
Proposed performance objectives include:
- With the assistance of peer participants, associates will define open-ended and close-ended questions.
- With the assistance of peer participants, associates will explain the benefit of asking multiple questions. An accurate description will include learning about the customer, building trust and/or relationships, and allows us to offer suggestions that meet the customer’s needs.
- With the assistance of peer participants, associates will discuss ways to make the customer comfortable and progress the sale with the assistance of the store layout. An accurate description will include encouraging the customer to touch and try on shoes, keep shoes with the customer until they are ready to check out, suggest additional shoes and possible handbags while in the aisle, suggest accessories once the customer leaves the aisle, and spend more time on accessories of higher value and less time on accessories with lesser value.
- With the assistance of peer participants, associates will describe ways to develop new associates questioning and suggesting additional shoes and accessories skills. An accurate description will include role playing, observing supervisor and/or peers, and reviewing course materials.
- With the assistance of peer participants, associates will create a list of resources for associates to use to keep up-to-date on new products and trends. An accurate description will include
- With the assistance of peer participants, associates will identify means to evaluate employee performance. An accurate description will include reports, coaching conversations, and 1:1 meetings.
Description of Content
Instructional materials will include a facilitator guide, participant guide, and a PowerPoint slideshow. The facilitator guide will include timing of each activity, a list of necessary training materials, an outline of training materials, and a list of participants desired responses with corresponding activity. The participant guide will include key information from training along with areas for the participant to capture notes and responses to discussion questions. The PowerPoint slideshow will serve as a visual aid throughout the presentation. It will include group discussion questions and images to assist the facilitator with staying on track with the course materials.
Instructional methods will include a mixture of lecture, group activities, and class discussion. The mixture of instructional methods will keep learners engaged, allow opportunities for learners to share prior knowledge and experience with peers, and build relationships among fellow peers.
The training solutions will follow a similar format that was used in the fall 2018 sales meetings. This will allow both the participants and facilitators to have some familiarity with the agenda and outline of meeting materials. The multimedia technology is commonly used software used at PaylessShoe Source. This will give the facilitators confidence in delivering course materials as it eases their meeting preparations and allows ample time to focus on learning course materials.
Pilot Study Plan
To pilot course materials and gain course materials approval, I will review all materials prior to the sales meeting with Payless Latin America Human Resources (HR) partners, Retail Operations (ROPS) VP, and a few ROPs DROs. I will request the partners to review all course materials for spelling and grammar edits, clarity of facilitator and participants instructions, and evaluate if content meets instructional goals. The partners will receive an electronic version of all materials and be asked to join a Skype meeting to discuss the training materials. Through the meeting and emails, I will collect their feedback and make any necessary revisions prior to implementation. The reason for the small pilot study is due to the size of the audience, time spent with partners and subject matter experts (SMEs) developing project materials, and change of sales meeting delivery dates to accommodate organizational changes.
Detailed Evaluation Plan
To evaluate the project, I recommend that we work with HR and ROPs partners to complete a checklist during the sales meetings to receive feedback through interviews and surveys following the classroom training. The checklist will list objectives and evaluate if associates are able to complete/meet each performance objective with little to no assistance from the facilitator. The survey will be created with Google Forms and sent to associates with email addresses.
The proposed interview/survey questions include:
- General Information
- Name (Open-Ended Question)
- Job Title (Open-Ended Question)
- Years of Service (Open-Ended Question)
- Did you facilitate the customer service portion of the sales training meeting? (Multiple Choice - Yes/No)
- Participant Information
- The customer service training held my attention. (Likert Scale)
- The length of the customer service training was adequate. (Likert Scale)
- The open-ended questions activity was fun and helped me learn new ways to ask customers questions about their shopping needs. (Likert Scale)
- I will use the information presented in my daily practices. (Likert Scale)
- I feel better equipped to perform my job. (Likert Scale)
- What could we have done to improve the training? (Open-Ended Question)
- Do you have any additional feedback? (Open-Ended Question)
- Facilitator Information
- The PowerPoint supported the facilitation of the customer service portion of the meeting. (Likert Scale)
- The customer service facilitator guide was easy to follow. (Likert Scale)
- The activity instructions were clear and easy to follow. (Likert Scale)
- The discussion questions led to engaging conversations. (Likert Scale)
Conclusion
This has been a challenging assignment with the announcement of bankruptcy at Payless ShoeSource. I spent a substantial amount of time with US and Canada partners and SMEs for this project. It was difficult to progress with the project as rumors of pending bankruptcy emerged in the news. The energy and motivation to develop training materials ceased as fear took over. Unfortunately, as rumors became a reality, many of the US and Canada ROPs leaders were asked to immediately leave the organization or focus the attention to liquidation sales, store closures, and staffing needs.
There is much uncertainty at this point with the future of the organization. As operations wind down in US and Canada, Latin America is faced with the challenge of picking up many functions that were greatly supported by their US partners. Strong working relationships are ending, and new relationships are beginning. My intention for the training materials are that they are easy to use, effective, and provide a boost of energy to associates across Latin America in a difficult time.
Part 2: Prototype of Instructional Product/Example of Training Solution