Troubleshooting

The video chapters used on this platform are encoded and progressively streamed as .MP4 files. If you are not able to view the videos, here are two potential issues and solutions:

  • If the video starts, but later stalls or has synch issues, your network may lack the bandwidth (200-700kbs) necessary to deliver these courses. Either try the course later when your network is less congested or test it from another connection point.
  • If you feel your network has enough bandwidth, the issue may be a fire wall setting on your network. Please contact your corporate IT professional and verify that the fire wall is not filtering file types with the extension .MP4, or blocking www.serviceskills.net (ServiceSkills is the provider of all progressive videos found in the online courseware).
  • Another step you might take would be to close any other applications you have open that might be using excessive amounts of system memory while running in the background (Email clients, etc).

Course Compatibility: ServiceSkills courses are built in Lectora Inspire authoring software and published to the four major standards (SCORM 1.2, SCORM 2004, AICC and xAPI). If your Learning Management System supports any one or more of these standards, the courses should theoretically work just fine. As with all software applications, there can be network and/or system configurations which can adversely affect the functionality. Some Learning Management Systems have a Compatibility Setting (Cornerstone is notably one of these). You may need to experiment with such a setting to make sure you have it configured correctly for these courses. It’s possible it will need to be set to IE10 or higher for our courses. In Cornerstone, a setting of “None” should work best.

General

 Course Selection: The course progression you take will depend on your specific learning needs. While all the courses in this online library will help improve your customer service skills, your supervisor may have suggestions as to which courses apply most to your workplace and in which order they should be taken.

Course Navigation: The simplest way to navigate our courses is by using the “Arrow” buttons at the top of the course window. For best results, use these to proceed through the course in a linear fashion.

Course Chapters: In the longer courses, there are multiple chapters, which you should view in sequential order, beginning with Chapter 1. You may wish to view certain chapters more than once to ensure the message was clear. If you need to leave this course in the middle, the course will bookmark your location so you can return to that chapter upon your next course launch. Courses with multiple chapters will also have unscored exercises in each chapter to help you remember the key points.

Key points: Access individual key points on the next page after each video segment. You can also access the full list of key points for the course by clicking the “Key Points” button on the course dashboard page. You may print the key points content by clicking the printer icon button in the upper-right corner of the Key Points page. This will provide you with a valuable reminder of the course content.

 Quiz Taking: The quiz is not a timed event. While there aren’t any trick questions, some incorrect answers may, at first, seem plausible. Take your time and read each question carefully before selecting an answer. The quiz for the course is locked until you have viewed each video segment in its entirety (watch for the border around the video player to turn from red to green before moving on). Once again, the arrow buttons at the top of the course window will navigate you through the quiz.

Quiz Grading: When you’ve answered all the questions, the right-hand arrow button will be labeled “Submit Quiz.” When you select it, your quiz will immediately be scored and you will see the “Quiz Results” page. From here you can select to retake the quiz or to review it and see which questions you answered incorrectly. Color-coded feedback is provided for each quiz question and clicking on the various answer options will reveal feedback specific to that choice.

Return to the Dashboard: The round “X” button at the bottom of the course player window will return you to the Dashboard and from there you are able to exit the course and return to your Learning Management System, using the same round “X” button. The last page you visited in the course will be book-marked so that you may return there upon your next visit if you wish.