Customer Relationship Training: CMS Training Session Plan

This document presents a detailed session plan for CMS (Customer Management System) training. The plan, designed for an 8-hour session, covers various aspects of CMS software, aiming to equip learners with both theoretical and practical knowledge. The session includes an introduction to CMS and its functionalities, followed by practical activities focusing on the application of the CMS system, including electronic cash management and system operations. The training incorporates various elements such as learning objectives, activities, assessment methods like questionnaires and practical evaluations, and addresses constraints like IT requirements and safety measures. The plan also emphasizes learner characteristics, needs, and the importance of identifying and addressing potential risks, such as eye allergies, and ensuring supervisor presence. The session concludes with a summary, feedback collection, and planning for future improvements to enhance the training effectiveness.

Session Plan No. 1
Program Name
Customer
relationship
training
Session Type
Knowledge
Skills
Session title CMS training Session
length 8 hours
Trainer Jonshon Date 12th May
2019
WHS Risks
The entire training will be done on the computer
so if anyone has any eye allergy so carry gear to
avoid the problem.
Participants and trainer is requiring in using valid
ID cards to access the premises.
Constraints to
delivery
IT expert must be appointed for conducting this
training as this requires technical knowledge to
perform this training.
Supervisor must be present on the day of the
training otherwise training will get postponed to
other date.
Learning materials
CMS software
Training manual
Desktop
Learner
characteristics
Basic knowledge of computer
English proficiency
Learner needs Error free lecture, getting knowledge of the
software
Reason for learning
To get a new learning experience of CMS
theoretical and practical knowledge of the
software
Learning objectives CMS software, customer’s needs accomplishment,
query resolving
Activities Time
INTRODUCTION
Grab Attention
Introduction of CMS and how it works
Activity: Theoretical knowledge of
CMS system
8.00-
8.30
Learning Outcomes
At the end of this chapter, the learner
will be able to know about CMS, query
resolving, doubt clearance, offline and
online system, tracking progress.
8.30-
9.00
Session Plan TemplateVersion No. 1.4 Produced 7 September 2017
© Compliant Learning Resources Page 1

Check Prior Knowledge Manual management of cash knowing
by all the learners.
9.00-
9.30
Assessment Details
Practical activity is given to all the
learners to get practical exposure
about the CMS system
9.30-
10.00
BODY
Explain
Application of CMS system
Electronic cash management, opening
and closing of CMS system.
10.00-
10.30
Apply
Practical activity
Using manual instruction, learner will
access the CMS system
10.30-
11.00
Assessment Practical assessment
Using questionnaires
11.00-
11.30
CONCLUSION
Summarise Summarizing the entire content learnt
from the learning session
11.30-
12.00
Feedback Taking follow up from all the learners 12.00-
12.30
Future Using the weaknesses of the current
session to avoid future problems.
12.30-
1.00
Session Plan TemplateVersion No. 1.4 Produced 7 September 2017
© Compliant Learning Resources Page 2