AT&T U-verse Training Survey 2013 - EDSA Wave 95

This survey is to gather feedback on the instructor that facilitated your course, the course content, your ability to apply what you learned from the course to your job and your general feedback on your overall experience. Please use the scale to answer each question. The scale ranges from 1 (Very Dissatisfied) to 10 (Very Satisfied).

Name (optional): 


  1. I would be willing to recommend this instructor to co-workers.
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that the instructor established a Learning Agreement at the start of the course?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor presented the content in a clear manner?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor effectively managed the class (timeframes, breaks, participant interactions)?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor was professional and displayed a positive attitude about our customers, the company, the call center and overall environment?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor encouraged participants to take part in the class discussions?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor's energy and enthusiasm kept the participants actively engaged?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor effectively demonstrated how to resolve common call scenarios?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the level of feedback/coaching you received enhanced your learning?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisified are you that the instructor answered questions in a way that made the participants feel valuable?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. I would be willing to recommend this course to co-workers.
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that the course content was easy to understand?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that it was easy to navigate through the Web Based courses?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that the course included skill practices that were reflective of the real world environment?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that the skill practices presented helped you to better understand the content?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that there was a proper balance between lecture material, skill practices and system exercises?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that the training materials and resources provided enhanced your learning experience?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you were given ample opportunity to practice the skills learned for each call type?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can use the billing system to handle the types of calls covered in this course?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can use the ordering systems to handle the types of calls covered in this course?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can use the troubleshooting tools presented in this course to effectively resolve customer issues?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can navigate the Knowledge Management System (MyCSP, etc.) to find the resolutions to customers' needs?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can use WFE in live calls to resolve customers issue?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can use WMT and OTT to resolve customer's issues regarding dispatch and order status?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. How satisfied are you that you can effectively educate your customer and set the right expectations when processing a dispatch?
     
      1 2 3 4 5 6 7 8 9 10     N/A
    10  


  1. This section will allow you to provide general feedback on your overall experience.