Daily Pioneer News

PLATTEVILLE - Recently, three University of Wisconsin-Platteville students developed an employee training video. Originally a project for the Employee Training and Development course taught by Machelle Schroeder, the video will be used to train new student employees at the Pioneer Student Center (PSC). Allison Scott of Shullsburg, Tiffany Stevens of Prairie du Chien, and Heather Zamjahn of Milwaukee, all business administration majors with an emphasis in human resources, based the training in the video on a direct customer service model.

"The Employee Training and Development class spent the summer studying various options for training presentations, how to evaluate the results of training and many other topics. The final project required students to prepare a training program based on the information we covered. I was very impressed with the programs the students presented, which ranged from computer use ergonomics, to time management skills, to the video on customer service," said Schroeder.

Initially, Scott, Stevens and Zamjahn met with James Ball, the assistant director of the PSC for operations and services, to establish the training needs of the PSC.

"The students did a wonderful job with the video, and I am very pleased with the results. Videos like this one enable us to provide a consistent message that improves staff training. The ability to work with the students on this project enables the PSC to meet one of our goals of being a place for students to further develop skills and knowledge gained in the classroom in a practical setting," Ball said.

Then, they worked closely with the PSC information services staff and building managers to create the video. Scott, Stevens, Zamjahn and some members of the PSC staff role-played several customer service scenarios for the video, showing both the wrong and right way to handle each situation. The video will become a regular part of PSC customer service training.

"Allison, Tiffany and Heather did an outstanding job of following the criteria for an excellent training program and created a professional end product. I was happy to hear that the PSC will be using it in future semesters. This certainly enhances the credibility of the class for future semesters and gives this group the chance to include an impressive example of their work on their resumes," Schroeder said.

"From preparing and constructing the video, I learned that creating a video is very difficult, but the outcome is well worth the effort. We had to prepare actual scenarios and wording to fit with the video and get our point across to the audience, so they can understand the concept of customer service. The main thing I learned in making the video is preparedness for and commitment to the project to get through the many steps from start to finish," said Scott.

Scott, Stevens and Zamjahn graduated in May.

Contact: Machelle Schroeder, professor, UWP Business and Accounting Department, (608) 342-1459, schroema@uwplatt.edu

Prepared by: April M. Schmidt, UWP Public Relations, (608) 342-1194, schmidap@uwplatt.edu