For Gladwell by Michelle https://padlet.com/michelleyaply/ohbhcmurughi66fy Made with sincerity en-us 2022-06-22 07:28:28 UTC 2026-01-11 09:56:51 UTC hello@padlet.com SOPs & Service Etiquette michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227610418 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

]]> 2022-06-22 07:35:14 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227610418 Demonstration & Skills Practice michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227616506 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]]> 2022-06-22 07:43:10 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227616506 Assessment of Learning michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227619864 For knowledge assesment]]> 2022-06-22 07:47:55 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227619864 Workplace Follow-up michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227621066 Held 1 week after workplace learning session]]> 2022-06-22 07:49:38 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227621066 Workplace Coaching michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227621493 Held 2 weeks after follow-up.]]> 2022-06-22 07:50:13 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227621493 Demonstration & Skills Practice michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227684084 2022-06-22 09:16:14 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2227684084 Customer Service 101 michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2229837917 2022-06-24 13:53:32 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2229837917 Learn how to fix paper jams, cartridge jams, offline printers and more. michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2230120090 2022-06-25 01:07:48 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2230120090 Case Study aaron429 https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231197246 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]]> 2022-06-27 06:53:20 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231197246 Scenario aaron429 https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231198410
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.

]]> 2022-06-27 06:54:50 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231198410 Assessment of Learning (Checklist for Facilitator) aaron429 https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231198582 2022-06-27 06:55:07 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231198582 Think-Pair-Share aaron429 https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231201264 1. Share what you have learnt during the eLearning with your partner

2. Each pair will share their takeaways with the class]]> 2022-06-27 06:58:32 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231201264 Introduction to E-Learning michelleyaply https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231401799 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. 


]]> 2022-06-27 12:12:02 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231401799 Introduction & Welcome aaron429 https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231402342 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)


]]> 2022-06-27 12:12:52 UTC https://padlet.com/michelleyaply/ohbhcmurughi66fy/wish/2231402342