The first section of this course educates new staff members on how to identify complaints. I took an active learning approach for this course where the learner has to identify various pieces of information through scenario based role-playing exercises.
The second stage of the course is the systems training. I build a simulation of the software which walks the learner through each stage of the process. I again took an active learning approach where the learner doesn't simply watch a video, but has to perform the entire process themselves, first with instructions, then on their own.
Screenshots of the system cannot be show due to confidentiality.
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© 2019 - Josh Goodswen