Bloom categories

Knowledge Remembering previously learned information (recall, list, define, identify, collect, label)

Learning objective verbs

Identify customercentric verbiage within call samples Identify correctly written notations

Activity
Learners listen to a series of pre-recorded calls that are place on a wall. Learners identify customer-centric verbiage and post these on a sticky on a wall. (Technology Tool: Wall Wisher) Learner will be presented with several notations and choose those that fit professional notation definition. (Technology Tool: Workplace Notations with feedback using Engage) Learner will complete a RLO requiring the learner to sort information needed to understand the U.S. and Canadian programs. (Technology Tool: Drop & Drag RLO created with Storyline that is self-correcting) Learner will be presented with an error code, state the direction based on prior knowledge, and self-check to see actual direction for client (Technology Tool: RLO created with Storyline) Learner will be presented with an image a phone call tag and record a call opening (Technology Tool: Vocaroo) Learner will listen to a pre-recorded call and then summarize the call in a professional and accurate notation (Technology Tool: Timed RLO created with Storyline ) Learner will be given a series of tasks that require exploring the system tools to locate key information (Technology Tool: Survey Monkey) Learner will research several customer claims to find examples of given error codes and explain if the correct direction was taken for that customer query. (Technology Tool: Virtual Lab using Google Sites and Google Forms) Learner will select 3 notations that are not professional and accurately written and explain how each should be written. (Technology Tool: Wall Wisher)

Comprehension
Demonstrate an understanding of the facts. (summarize, describe interpret, predict, discuss) Sort client facts into the correct program

Predict the direction for an error code based on prior client knowledge

Application
Applying knowledge to actual situations. (apply, demonstrate, illustrate, classify, experiment, discover)

Demonstrate proper call opening and closing

Notate a claim within 30 seconds of call end

Discover information using the system tools

Analysis
Breaking apart ideas into smaller parts and finding evidence to support generalization. (analyze, classify, connect, explain, infer)

Analyze a customer claim

Analyze notations

Synthesis

Put together ideas into a new whole (combine, integrate, plan, create, design, formulate)

Formulate a solution

Learners will be presented with a customer query, research the issue, and provide the best solution. (Technology Tool: Branching scenario simulation using Storyline) Learner will listen to a recording of a call and score it according to the quality rubric (Technology Tool: Web Quest using Garden Quest)

Evaluation
Make and defend judgments based on internal evidence or external criteria. (assess, recommend, convince, compare, conclude, summarize) Assess a call