Personnel and Training need to assess the suitability of three new Direct Sales employees. Part of this process will be to give feedback on how they have handled customer service calls. The learner will be asked to review 1 taped call from each employee, watch the employee's manager giving feedback then complete a feedback form for each.

Attachments:
3 audio files, 3 feedback forms, 3 manager observation videos.

Process:
1. Open the three 'Feedback forms' and read through to understand what feedback is required.

2. Listen to each of the CD's in turn and make notes onto the notepad.

3. Watch the manager's observation videos and make notes onto the notepad.

4. Complete the three 'Feedback forms'.

5. Send completed documents back to Personnel and Training. (email)

C2.1a-a
C2.1a-b
C2.1a-c
C2.1a-d
C2.1a-e

• Audio of 3 new employees dealing with a customer service call. (transcripts in word).
• 3 managers' observation videos (animations and scripts) (transcripts in word).
• 3 feedback forms.
• Animation of a minidisc player and three minidiscs.
• Animation of a TV and 3 video tapes.
• Model answers for calls and 1 distracter.