Using Genially

Challenge

To identify the gap in customer service knowledge. 

A recent financial review and customer satisfaction survey have shown that personnel are not communicating Seller and Buyer responsibilities
to customers accurately. There have been mix-ups in delivery, insurance and transfer of risk under specific Incoterms. 

Result

Pros

The pre-training quiz is fit for purpose. I used the formative assessment techniques of differentiation, feedback and learner autonomy in a branching scenario format. In this way, I can interpret which members of the customer service team need more in-depth training. 

Cons

The quiz took a long time to build. Google forms may have been a more effective solution as it gives more detailed analytics and can be linked to google sheets to collect essential data.