Quality Catalog Customer ServiceCONTENTS

Course OverviewAbout this Course 03Target Audience 03Learning Objectives 03Materials and Equipment 04Class Preparation Checklist 04Classroom Setup 05Facilitator Notes for this Guide 05

Course InstructionSchedule 06Guide Overview 07Class Structure

Opening and Agenda 08-09Personalized Introduction Script 10-11Managing Challenging Calls 12-13Personalized Closing Script 14-15Wrap Up 16-17

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Course Overview

ABOUT THIS COURSE

The purpose of this course is to improve telephone operator performance by designing, developing, and implementing training to increase telephone operators’ product knowledge, improve their customer service skills, develop their understanding of process, and demonstrate competence in using the existing technology.

TARGET AUDIENCE

The target audience consists of telephone operators whose main responsibilities include answering telephone calls from customers, transferring calls to customer service supervisors, placing customers’ orders in the computer system, and managing customer inquiries and complaints.  Understanding product knowledge, practicing proper customer-service etiquette, and using technology are required for successful performance of this role.

LEARNING OBJECTIVES

Telephone operators will handle customer interactions professionally and quickly using established best practices and social learning techniques according to established guidelines. During this course they will:

● Create and use a personalized introduction script that includes the operator name, position, and thank-you message that will be used during live customer calls.

● Demonstrate ability to manage challenging calls with difficult customers.

● Create and use a personalized closing script.

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MATERIALS AND EQUIPMENT

MATERIALS EQUIPMENT

For the Facilitator:● Facilitator guide● Participant binder● PowerPoint slide for role-playing activity● Access to online learning module● Course evaluation form● Sample introductions for reference● Training computer log-in codes

For the Participant:● Participant guide● Access to online learning module● Course evaluation form● Paper and pen

For the Facilitator:● Flip charts● Laptop● LCD projector● Index cards/sticky notes● Masking tape● Markers● Extra pens/pencils

For the Participant:● Computer for group work● Computer for prep work

CLASS PREPARATION CHECKLIST

TASK ✓Review facilitator guide and write personal teaching notes (if needed)

Review online module content

Review participant binder

Create course agendaVisit teaching space, taking note of bathroom and emergency exit locations and that equipment, such as projector, is workingCreate personal introduction based on the purpose of this course

Review role-playing scenarios

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CLASSROOM SETUPArrive early to setup the classroom.

● Arrange tables for groups of 4 and ensure each group has a computer to use and a Participant Guide.

● Provide pens and paper for each group.● Log into each computer with the training access codes so they

are ready for the groups to use.● Turn on projector to ensure it is working.● Arrange flip charts in desired position.

FACILITATOR NOTES FOR THIS GUIDEIt is important to know the online module’s content and speak to it, as the online module will not be presented. Instead, participants will be asked to recall and state specific information learned in the module.

Engage participants to create discussion instead of talking at them. Help them own their learning.

Be sensitive to participants’ preferences in large groups by not requiring participants to practice their introductions in front of the larger group.

Often participants feel silly completing in role-playing activities at first. Understand this while encouraging them to take this activity seriously--that the practice will make the process feel natural for them.

Facilitator Notes:

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COURSE SCHEDULE

The listed times are approximates and should be verified during classroom preparation. Be sure to allot time for breaks.

MODULES DETAILS EXPECTED TIME

Opening and Agenda

Welcome participants and introductions

Agenda and ‘housekeeping’ details

Environment and expectations– get consensus on group norms

Course objectives Binder navigation

25 minutes

Personalized Introduction ScriptCreate and use a personalized introduction script that includes the operator name, position, and thank-you message that will be used during live customer calls.

Prerequisite activity: Complete module on introductions in customer service calls.

Introduction to learning objective:Review key concepts and slides from the module completed by participants.

Activity 1: Participants write their own personalized introduction, reading it to the class when done.

Activity 2: Participants practice using their personalized introductions while role playing with a small group.

Assessment: Managers provide feedback during Activity 2.

Completed beforein-person session

10 minutes

20 minutes

30 minutes

Managing Challenging CallsDemonstrate ability to manage challenging calls with difficult customers.

Prerequisite activity: Participants will complete the online module that provides simulations on how to best handle challenging calls with customers.

Introduction to learning objective: The instructor will review key concepts and slides

Completed as a prerequisite to the instructor-led training (ILT)

10 minutes

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from the prerequisite online module.

Activity 1: Participants will work with a partner to determine 3 methods for managing a situation involving an upset customer.

Activity 2: Participants will use the methods discussed in the lecture, to perform a role-playing activity, on how to manage difficult conversations with customers.

Assessment: Participants will receive feedback on their performance in these two activities.

20 minutes

30 minutes

Personalized Closing ScriptCreate and use a personalized closing script

Prerequisite activity: Participants will complete the online module on closing calls in the customer-etiquette course.Introduction to learning objective.

Introduction to learning objective: the instructor will review the key concepts and slides from the prerequisite online module.

Activity 1: Participants will write their own personalized closing, reading it out loud to the class when completed

Activity 2: Participants practice their personalized closings while role-playing in small groups

Assessment: Managers provide feedback during Activity 2

Completed as a prerequisite to the

instructor-led training (ILT)

10 minutes

20 minutes

30 minutes

Wrap Up Review of course objectives Open questions and

Expectations review Reflections on learning from

the day Feedback

25 minutes

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Thank participants

GUIDE OVERVIEWThe next pages summarize the following information for each Task:

● Task name and Activity names● Suggested duration time● Participant Guide reference

numbers● Participant guide page

reference● Purpose/Intent

● Key teach points● Materials and preparation

required● Content (Information and

directions)● Assessments

Opening and AgendaTiming: 25 minutesParticipant Guide: Pages 1-2

Purpose/Intent: The purpose of this section is to set up the course so that the participants have a solid understanding the course objectives as well as the environment and expectations.

Key Teach Points:

● Welcome participants and introductions● Agenda and ‘housekeeping’ details● Environment and expectations– get consensus on group norms● Course objectives● Binder navigation

Materials and preparation:

● Flip chart with markers● Sample introductions for reference● Participant binders● “Open Questions” sign posted on wall, large index cards or sticky notes,

masking tape● Agenda

Welcome and Introductions

Purpose/Intent: The intent of this activity it welcome participants, have participants introduce themselves, and introduce self.

Content

● Welcome participants to the course and introduce self.● Participants introduce themselves – can use sample introduction.

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● If participants have worked together could have them give one thing that the others may not know about them.

● Introduce self.

Agenda and ‘Housekeeping’

Purpose/Intent: The intent of this activity is to review the agenda for the session and orient participants to the facilities.

Content● Review agenda for the day noting breaks.● Review facilities noting washrooms and emergency exits.

Environment and Expectations

Purpose/Intent: The intent of this activity is to get consensus on the group norms and determine participant expectations and leaning goals for the training session.

Content

● Have participants determine ground rules for the session. Examples: use of mobile phones, punctuality, confidentiality, and respect. Write on flip chart and post on wall.

● Have participants give their expectations and learning goals from the training session. List on a flip chart and post on wall. Be honest about expectations that are unrealistic for this training session by saying that would not have time to add to the agenda for today but would be happy to talk about offline or follow up after the session.

Course Objectives

Purpose/Intent: The intent of this activity is to get consensus on the group norms and determine participant expectations and leaning goals for the training session.

Content

● Review slide with course objectives○ Create and use a personalized introduction script that includes the

operator name, position, and thank-you message that will be used during live customer calls.

○ Demonstrate ability to manage challenging calls with difficult customers.

○ Create and use a personalized closing script.

Binder Navigation

Purpose/Intent: The intent of this activity is to orient the participant to the Participant Guide.

Content

● Review the Participant Guide noting the table of contents and various sections noting link to course objectives.

● Have participants put their name inside the front of the guide.9 | F a c i l i t a t o r G u i d e

Facilitator Notes:

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Personalized Introduction ScriptTiming: 60 minutesParticipant Guide: Pages 3-5

Purpose/Intent: The purpose of this section is for the participant to create and use a personalized script that includes the operator name, position, and thank-you message that will be used during live customer calls.

Prerequisite Activity

Learners will complete the online module about introductions on customer calls--the role they play in the customer experience and the required parts of an introduction.

Introduction to Learning Objective

Timing: 10 minutes

Key Teach Points:

● Importance of a solid introduction in a customer call

Materials and preparation:

● Flip chart● Markers● Participant binders● Pens or pencils

Content

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● Reference the online module participants completed. ● Discuss why the introduction on a customer call is important. ● Write down participants’ ideas on flip chart, emphasizing importance of an

introduction.Activity 1: Write a Personalized Introduction

Timing: 20 minutes

Key Teach Points:

● Parts of an introduction● Attitude and tone of an introduction

Materials and preparation:

● Flip chart and markers● Participant binders● Pens of pencils for learners to record their personalized introduction

Content

● Walk through the necessary parts of an introduction on a customer call. Ask participants to recall and state these. Write these on the flip chart, discussing why these matter with the participants.

● Provide instruction to participants on writing their own introductions.

Activity 2: Role Play with a Partner

Timing: 30 minutes

Materials and preparation:

● Divide learners into pairs or groups of 3 or 4 to practice their personalized introductions after discussing attitude and tone.

Content

● Discuss the importance of attitude and tone in an introduction. Provide examples of appropriate and inappropriate use of attitude and tone or have participants give examples. Discuss why the examples are strong or weak.

● Participants are to take turns practicing their introductions with their group while other group members act as customers.

● Group members provide each other feedback on their introductions, including parts of the introduction and the attitude and tone used.

● If there is remaining time, have volunteers practice their personalized introduction for the larger group.

Assessment: Feedback during Activity 2

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Managers sit with each group during Activity 2 and listen to the participant introductions, providing constructive feedback.

Facilitator Notes:

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Managing Challenging CallsTiming: 60 minutesParticipant Guide: Pages 5-10

Purpose/Intent: The purpose of this section is for the participant to demonstrate the ability to manage challenging calls with difficult customers.

Prerequisite Activity

Participants will complete the online module that provides simulations on how to best handle challenging calls with customers.Introduction to Learning Objective

The instructor will review key concepts and slides from the prerequisite online module.Timing: 10 minutes

Key Teach Points:

● How to best handle challenging customer calls

Materials and preparation:

● Flip chart● Markers

Content

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● Review the examples from the online module, and provide the best practices on how to handle these scenarios.

● Answer a few questions from the participants, to elaborate on how to handle these types of scenarios.

Activity 1:

Timing: 20 minutes

Key Teach Points:

● Explore methods on how to manage situations

Materials and preparation:

● Participant binders● Pens or pencils

Content

● Participants will work with a partner to determine 3 methods for managing a situation involving an upset customer [10 minutes]

● The facilitator will ask for a volunteer to provide their team’s finding to the class [5 minutes]

● The facilitator will provide some additional tips on how to manage difficult customers [5 minutes]

Activity 2:

Timing: 30 minutes

Key Teach Points:

● Provide some “hands-on” experience on how to manage challenging customers

Materials and preparation:

● Participant binders, including the role-playing scenario script

Content

● Participants will use the methods discussed in the lecture, to perform a role-playing activity with a partner [20 minutes]

● The facilitator will ask for a volunteer to provide their team’s finding to the class [5 minutes]

● The facilitator will provide some additional tips on how to manage difficult customers [5 minutes]

Assessment: Feedback during Activity 1 & 213 | F a c i l i t a t o r G u i d e

The facilitator will provide constructive feedback to the group, based on their responses to Activity 1 & 2.

Facilitator Notes:

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Personalized Closing Script Timing: 60 minutesParticipant Guide: Pages 10-14

Purpose/Intent: The purpose of this section is for the participant to create and use a personalized closing script that includes their name, and closing thank you message that will be used during live customer calls.

Prerequisite Activity

Learners will complete the online module about closings on customer calls. The role play they play in the customer experience and the required parts of the closing script.

Introduction to Learning Objective

Timing: 10 minutes

Key Teach Points:

● Importance of the closing of a call to the customer experience

Materials and preparation

● Flip Chart● Markers● Participant Binders● Pens

Content

● Reference the concepts from the online module.● Discuss the importance of the closing the call correctly● Flip chart the participants ideas highlighting the importance of closing a call

Activity 1: Write a Personalized Closing

Timing: 20 minutes

Key Teach Points:

● Parts of a closing● Attitude and tone of a closing

Materials and preparation:

● Flip Chart and markers● Participant binders● Pens

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Content

● Walk through the necessary parts of a closing on a customer call. Ask participants to recall and state these. Write on the flip chart, discussing the importance of these.

● Provide instructions on writing a closing to the participants

Activity 2: Role Play with a Partner

Timing: 20 minutes

Materials and preparation:

● Divide learners in groups of three to practice their personalized closing after discussing attitude, tone and appropriateness for different call types

Content

● Discuss the importance of attitude and tone in a closing. Provide examples of appropriate and inappropriate closings. Discuss when to use different closings depending on the call.

● Participants take turns practicing the closings with their group while the others act as customers.

● Group members provide feedback to one another on their closings, including parts and type of closing along with attitude and tone.

● Have group members that have a good command of the concepts present their closings to the larger group.

Assessment: Feedback during Activity 2

Managers will sit with each group during activity 2 and provide constructive feedback to the learners presenting their closings.

Facilitator Notes:

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WRAP UPTiming: 25 minutesParticipant Guide: Pages 15-16

Purpose/Intent: The purpose of this section is to review course the course objectives, answer any final “Open Questions”, and bring the session to an upbeat close.

Key Teach Points:

● Review of course objectives● Open questions and Expectations review● Reflections on learning from the day● Feedback● Thank participants

Materials and preparation:

● “Open Questions” posted on wall● Expectations flip chart page from beginning of session● Course evaluation forms

Review of Course Objectives

Purpose/Intent: The intent of this activity is to review course objectives so participants will have context for their remarks and reflections in the remaining activities.

Content

● Review Slide with course objectives to remind participants of the purpose of the training.

Open Questions and Expectations Review

Purpose/Intent: The intent of this activity is to wrap up and “Open Questions” and review and participant expectations and learning goals from the beginning of the session.Content

● Go back to “Open Questions” and ensure all questions were answered.● Review expectations and learning goals from the beginning of the session to

ensure they were met and if not, address how they can be met: Ex: follow up.● Ask if any other further questions.

Reflection on Learning

Purpose/Intent: The intent of this activity is to capture final thoughts on the course and reflect on new learning from the day.

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Content

● Reflection and time to internalize are key aspects for adults to learn.● Have participants turn to page XX in their Participant Guide to document

three key learnings from the training session:○ What will you start doing?○ What will you stop doing?○ What will you continue doing?

● Debrief by asking participants to share some of their learnings. Go around the room and ask each person to share only ONE of their Stop, Start, Continue reflections.

Feedback

Purpose/Intent: The intent of this activity is to obtain a course evaluation or feedback from each participant.

Content

● Ask for completion of course evaluation form:○ Tell participants that feedback is vital for the ongoing improvement of

the course, the material, and your facilitation skills.○ Hand out evaluation forms and ask participants to take a few minutes

to provide their feedback before leaving.○ Provide at least ten minutes for completion of form

Thank Participants

Purpose/Intent: The intent of this activity is to thank participants and to end the training session with a final encouraging word.

Content

● Thank participants for coming to the training session and for their contribution, efforts, and feedback.

● Help participants remember the training experience with some encouragement and something to think about after the session. Ex. a quote, a visual, a challenge.

Facilitator Notes:

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