Assignment 4.

Waste Pro is a privately owned garbage company that operates throughout many states in the
Southeastern U.S. Many residential customers have the option to choose their garbage provider. Those
residents must call the local office in their area to set up services. In an effort to improve the customer
service experience, the company wants to administer training to help the customer service
representatives reduce the time spent on the phone with a customer by creating easier and more
efficient account set up processes. One section with which customer service representatives struggle is
billing and payments. Often, customers are required to make a payment in advance of their beginning
service date. Representatives need to understand how to explain billing and invoice.

Waste Pro CSRs need

online training

Reduce call duration by 25-30% and increase 5-star

Google ratings over a course of 3-6 months

Provide service Explain billing

Help customer
levels/options and methods and
understand
their prices cycles, and the invoice layout can be
invoice terms
prorated service confusing and difficult to
understand. CSRs may not
know how to explain
price and service levels CSRs don’t know how to update billing additional charges such as
may vary between method. Most residential services are billed fuel/environmental/late/mo
certain markets, quarterly (every three months) but there nthly maintenance fees.
municipalities, and are other billing cycles as well. Explaining CSRs may not know where to
divisions. Prices may prorated payments can be confusing and look on a customer account
also be subject to future take a long time. CSRs may not understand to view an invoice.
increases. CSRs don’t how to take payment methods (direct debit
have or don’t know how or debit/credit card).
to access the pricing Knowledge
listed for each
municipality and/or
Knowledge Skill
service requested.
A mock invoice
with an explanation
A small video tutorial may be of the terms would
Environment Motivation suffice. There is not
helpful for showing CSRs how to
update billing methods, really a need for
explaining prorated payments, additional training.
Managers need to provide a Training will
and taking different payment
physical/digital copy of not resolve
types. Repetition will help
prices for the different employee
develop a skill.
municipalities. No training is motivation.
needed.
Assignment 4.3

Instructional Design (University of Illinois)

1. Digital Accessibility for Educators. I believe this professional certificate would be of great value
in addition to the Instructional Design degree. Particularly in a world that has recently been
thrust into online education, both fully and partially in some areas, it will be of great value to
develop programs that can be accessible by all students, including those with special needs.
Having trainers that can cater to their needs would be an asset to any design team.
2. Facilitating Every Student in an Online Course. It is hard enough to get students to interact in a
face-to-face classroom meeting. Often, kids feel shy in sharing their thoughts or perspectives.
While it is easier to type out a reply from a keyboard, they may be even more reluctant to
participate at all. I think learning how to get them to a point where they feel comfortable in
participating with other classmates is a huge win!

Instructional Design (University of Wisconsin)

1. Dive-Deep Topics. I love the idea of giving in-depth looks at specific topics. I believe this is
helpful as a person who is learning more about designing courses, but it would also be a
beneficial option for students or learners who wish to know more about the topics that are
being taught.
2. Webinars. I think having webinars available for a design team would be incredibly helpful. I have
only done a few webinars on other subjects, but I found them fun and a great resource for
information from experts in that field. I think people in general can learn a lot from one another,
and webinars help facilitate that learning.