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Date: 1 week after completion of e-learning
Venue: Service Centre/ customer's premises
Duration: 1 hour

Welcome to the F2F session for Module 2.2! This session aims to allow you to practice the knowledge you have acquired during the e-learning session in a real world case study.

The session outline is as follows:

1. Think-Pair-Share
2. Case Study
3. Formative Assessment (Assessment of Learning)

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1. Welcome to E-Learning on Padlet. With this app, you can learn anytime, anywhere and it is available 24/7.

2. Here are a list of common problems for printers and copiers. You can use this diagnostic solution to help the clients.

3. For reference, there is a video (approx 5 to 10 minutes) for each section of the troubleshooting.

4. The most common problem - Paper jam.
At the end of the video, please participate in the simple quiz.

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1. Share what you have learnt during the eLearning with your partner

2. Each pair will share their takeaways with the class

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1) Full Demonstration
2) Bite-sized Demonstration (with video recording)
3) Bite-sized Skills Practice (with video recording)
4) Full Practice (with assessment checklist on SKILLS)
5) Assessment (on KNOWLEDGE via Google Form)

6) Follow-up Sessions
7) Workplace Coaching sessions

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For knowledge assesment

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Gladwell Engineering

Workplace Learning Session

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What can we say when greeting customers? *

1 point

How should we greet customers? *

1 point

Friendly

Professional

Casual

Plain

Required

What can we say to understand the customer's request?

1 point

What's wrong with you?

Could you please describe the problem?

Did you try to fix it yourself?

Clear selection

Submit

Clear form

Never submit passwords through Google Forms.

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Held 1 week after workplace learning session

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Held 2 weeks after follow-up.

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1.      Make Callers Feel Welcome

·        Answer Incoming Calls in 5 rings

2.      Establish customer requirements correctly.

·       Ask appropriate questions to diagnose Caller’s issues accurately

3.      Present solutions that best meet the caller’s issues

·       Offer appropriate troubleshoot options.

·       If still cannot resolve, refer to relevant department

·       Assure that department will call them directly within next 3 hours

·       Offer direct contact of the department

4.      End Call on a pleasant note

·        Ask Caller if there is anything else we can help him with.

·        Thank Caller for his call, have a good day

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Learn how to fix paper jams, cartridge jams, offline printers and more.

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Learn how to fix paper jams, cartridge jams, offline printers and more.

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You will be required to propose a solution to solve a common printer issue.

1) Read and understand the scenario carefully

2) You will be given 15 minutes to propose a solution to the given issue, and demonstrate how you can resolve the issue

3) You will be assessed by your facilitator based on a prescribed checklist

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During printing, the printer stops feeding pages, the Status/Attention light                blinks and one of the following messages might display on the printer control panel or computer screen:

- Paper Jam in exit area.
- Paper Jam in tray.
- Paper Jam inside machine.

- Document jam. Remove jam.

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Assessment of Learning (Checklist for Facilitator)

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Assessment of Learning (Checklist for Facilitator)

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Checklist - Case study (Paper Jam)

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Staff Name *

Date *

Date

Time *

Time

:

AM

PM

Staff reseted the printer *

Yes

No

Other:

Staff checked the surface that the printer was resting on *

Yes

No

Other:

Staff cleared all jammed paper *

Yes

No

Other:

Staff checked the carriage path for obstructions *

Yes

No

Other:

Staff checked the paper tray *

Yes

No

Other:

Staff cleaned the paper pick and paper feed rollers *

Yes

No

Other:

Staff serviced the printer *

Yes

No

Other:

Comments/ Feedback/ Other Areas for Improvement *

Submit

Clear form

Never submit passwords through Google Forms.