PJ Enterprises Customer

Service Upskill Training

 2016[T3I]. All Rights Reserved.

Table of Contents
Instructor Information.......................................................................................iii
Content Introduction........................................................................................................ iii
Content Details............................................................................................................... iii
Audience Information...................................................................................................... iii
Time-line......................................................................................................................... iii
Course schedule............................................................................................................. iii
Preparation Checklist...................................................................................................... iv

Class Overview...................................................................................................5
Lesson 2: Beginning the Call...........................................................................9
Phone Etiquette............................................................................................................. 10
PJ Enterprises Standard Greeting................................................................................13
Practice Activity............................................................................................................. 14

Lesson 3: Finding Product Information in the Electronic Guide................16

Introduction.................................................................................................................... 16
Using the New Electronic Product Information Guide....................................................18
Practice Activity............................................................................................................. 20

Instructor Information

Content Introduction
The Customer Service Upskill training course will provide instruction in on-the-job tasks for the
Telephone Operator position with a focused goal of increasing customer service. Attendance for the
course will include Telephone Operators and Customer Service Supervisors who will be instructing the
class in the future. The Customer Service Supervisors should treat this as a train the trainer and follow
along with the Facilitator Guide.

Content Details
The course was developed to enhance the overall telephone skills of the operators. The training will
cover customer service phone etiquette, using the new electronic product guide, and handling irate
callers.

Audience Information
Learners consist of Telephone Operators who are women between the ages of 18 and 60 with varied
experience levels. For most, this is their first job. All learners have at least a high school diploma or
equivalent.

Time-line
This training should take approximately 8 hours to complete; this time includes two paid 15 minute
breaks but excludes a 30 minute unpaid lunch break. All lesson times are approximate and can be
adjusted to meet the training environment and learners needs. A schedule is provided below for use as a
go by for planning purposes.

Course schedule
TOPIC

TIME

Lesson 1: Introduction

20 Min

Lesson 2: Beginning the Call

45 Min

Lesson 2: Role Play

45 Min

Break

15 Min

Lesson 3: Finding Product Information

45 Min

Lesson 3: Electronic Guide Search and Find

Exercise

30 Min

Lesson 4: Completing the Customers Order

40 Min

Lunch

30 Min

Lesson 4: Completing an Order Role Play

20 Min

Lesson 5: Escalating Calls

45 Min

Lesson 5: Escalated Calls Role Play

60 Min

Break

15 Min

Lesson 6: Ending the Call

20 Min

Lesson 6: Role Play

20 Min

Cumulative Role Play and Mock Calls

40 Min

Preparation Checklist
The following checklist is provided for use in order to prepare for the class.
Several days prior to the class:

Review Instructor guide and training materials making notes if necessary.

Review Power Point slides to ensure they are up to date and in the right order.

Identify students and ensure they are available for the training.

Gather all training aids to ensure availability (such as headsets).

Ensure all computers are in good working order and that the Product Guide icon is on the
desktop.

Ensure adequate copies of trainee guides.

Ensure availability of training room.

The day of the training:

Gather necessary supplies:

o

Name tags

Attendance list

Computer

Copies of Quality Assurance Checklist (Appendix A)

Student Guides

Headsets

Visit training room:

o

Ensure all equipment is functional

Open slide presentation and have ready when students arrive

Pass out student guides and name tags for each attendee

Class Overview
Time: 20 min.

Welcome learners to training.

Welcome
Welcome to Customer Service Upskill Training for PJ
Enterprises.

Outline administrative details

Explain the course schedule: two
breaks and one lunch
Tell students how to ask questions.

Course Duration and Administrative Details

Instructor will provide administrative details. Class
will last eight hours, with a 30 minute lunch and one 15
minute break in the morning and again in the afternoon.
Students are free to ask questions at any time. Off-topic
questions should be written on a post-it note and placed
in parking lot. They will be addressed after break.

Introduce yourself, giving name

and background.
Tell students to introduce
themselves with information on
slide.

Introductions
Instructor will introduce themselves. Trainees will then
introduce themselves with the information on the slide.

Tell students the purpose for

training and that no pre-requisites
are necessary

Tell students the objective

Purpose and Pre-requisites of Training

There are no pre-requisites for this course. Your
experience in a call center or other customer service
role has provided a good foundation of customer
service skills; this class will strengthen existing skills
and provide new skills.

Course Objectives
The objective for this course is that upon completion,
you will demonstrate how to complete a call using new
customer service skills to meet quality assurance
standards.

Tell students the course content

areas

Course Overview
Instructor will provide a high level overview of the
course content areas. Instructor will cover essentials of
phone customer service from taking a call, locating
information, placing orders, etiquette, and escalation
procedures.

Ask if there are any questions

before proceeding to the next
lesson.

Questions

Lesson 2: Beginning the Call

Time: 45 min.

Tell students that starting the call

strongly and positively will put the
operator in control of the call.

Tell students the topics covered in

the lesson.

Introduction and Importance

Just as our physical features can impact first
impressions, so can our voice. Here, we will discuss
phone etiquette tips and tricks to begin the call on a
positive note.

Overview
This lesson will cover phone etiquette, using the new PJ
Enterprises greeting, handling dropped calls, and
learning the purpose of the call.

Tell students the lesson objective.

Objectives
Given a customer calling in to place an order, learners
will open the call with a combined quality score of 8 out
of 10 points from the Greeting and Courtesy sections of
the Call Quality Checklist.

Phone Etiquette
Bullet points will appear
individually.

Smile When Speaking

Demonstrate the difference in

tone. Turn away from learners so
they cannot see facial expressions.

Frown while saying

something happy, such as
congratulating someone on
their engagement or
wishing a happy birthday.
Ask the class what they
picked up on first- the
content of the statement or
the tone of your voice.

Alternately, smile while

saying something sad,
annoyed, frustrated, or
even angry.

Even if you dont feel happy, smiling lifts the tone of

your voice.

Ask for volunteers to make a

statement and the remaining
learners should guess if the person
was smiling or frowning.
Demonstrate using I can
statements.

Examples: I can help you

with your order, I can
verify the dimensions of
(product) for you.

Use Strong I can statements

Strong statements will reassure the customer and
display confidence. Avoid phrases such as I think so..,
I guess,etc.

Demonstrate asking to gather

information.

Example: To best assist

you today, may I ask a few
questions?, wait for a
response, then Thank
you. May I have your
name and a callback
number?

Ask permission to gather information

Customers do not want to feel interrogated by a stream
of questions.

Use the callers last name

Refer to the caller by their last name. It is more
professional. Only use first names if permission is
granted by the caller.

Demonstrate saying Ms/Miss,

pronounced almost with a z
(Mizz).

Use Ms or Miss
Do not assume a caller is married.

PJ Enterprises Standard Greeting

Demonstrate using the new
greeting.

Use the new call greeting.

Have the learners practice the

greeting as a group or individually.

Use the standard PJ Enterprises greeting on every call.

A standard greeting sounds more professional.
Minor variances are allowed, such as Good morning
and thank you..

Practice Activity
Act as the operator for the first
scenario. Ask a student or available
SME to play the first time caller.
Review the call based on the
Quality Assurance Checklist.

Time: 45 min.

Scenario# 1
We will now role play beginning a call using these new
skills. Use the Beginning the Call section of the
Quality Assurance Checklist to assess how well the
acting operator is using this new information.

Ask for a volunteer.

Act as the customer for the
operator.
Review the call based on the
Quality Assurance Checklist.

Scenario# 2
Now, I need a volunteer to act as the operator.

Walk around and observe the

groups; provide feedback as
needed.

Scenario# 3
Now, work with the person(s) next to you; take turns
playing the operator and the customer. Use the Quality
Assurance Checklist to assess each other.

Lesson 3: Finding Product Information

Time: 45 min.

Introduction
Introduce the new electronic
product guide and the areas of
using the guide that will be
covered in this lesson.

Explain that this new electronic

product guide will help the overall
call quality for each customer call.
This will not only help PJ
Enterprises, but will also be
beneficial to themselves as
telephone operators as it will
drastically improve their job
satisfaction overall.
Tell the learners the overview of
this lesson.

Introduction
A very large portion of the time spent on a call with a
customer is devoted to answering specific questions
about certain products. The new electronic product
information guide will make it much easier to look for
the specified product and find the requested information
about it.

Importance
In order to maintain a call quality score that meets the
standards of JP Enterprise, the customers questions
must be answered thoroughly and in a timely manner.
Using the new electronic product information guide will
help to meet both of those needs.

Overview
In this lesson, you will learn how to find product
information in the new electronic product guide.

Tell the learners the objectives for

this course.

Objectives
In this lesson, youll learn:

How to find a specific product in the guide.

How to find the details of each product in the

guide.

Using the New Electronic Product Information Guide

Tell the learners that a new
electronic product guide has been
installed on all of their computers
and has its own icon, which will be
the same on everyones screens.
Show the learners what the icon
looks like by pointing it out on
your own computer, (which is
projected for the learners to see).
Tell learners to look on their
computer screen for the electronic
product guide icon.
Explain that double-clicking on
the icon is all they need to do to
open the electronic product guide.
Show the learners how to open the
product guide by double-clicking
on the icon
Tell the learners to also open their
product guide by double-clicking
on the icon.

The New Electronic Product Guide!

To open the new electronic product guide on the
computer, find its icon and double-click on it.

Show the welcome screen (from

your projected screen).
Say that the welcome screen
includes the deals of the day, some
buttons to go to different pages,
and a few options to search for an
item.

Welcome Screen
The Welcome Screen of the electronic product guide
gives the deals of the day, as well as the option to search
for a product.

Explain that you go over all of

these different features throughout
the lesson.

Say that there is an index at the

end of the guide that contains a list
of all of the products in that guide.
Show (from your projected screen)
that to get to the index, you can
click on the blue diamond in the
top right corner with a little i in
it. Click on it to get to the index.
Tell learners to also click on the
Index Page button on their screens.

Getting to the Product Guide Index

In the new electronic product guide, there is an index at
the end of the guide that contains a list of all of the
products in the guide. Users can access this index by
clicking on the blue diamond in the top right corner
with a little i in it.

Explain that the product guide

index:

Is sorted alphabetically by
product name.

Gives the product ID

number.

Gives the page number to

find the product
information.

Explain that users can always

return to the Welcome Screen, aka
the Home Page, by clicking on the
house icon in the top left corner of
the screen.
Show everyone where the home
button is located (from your
projected screen). Click on it to
return to the Home Page.
Tell learners to also click on the
Home Page button on their screens.

The Product Guide Index

Getting Back to the Home Page

Users can always return to the Welcome Screen, aka the
Home Page, by clicking on the house icon in the top left
corner of the screen.

Say that users can get to the next

page of the catalog by clicking on
the Next Page button, located in
the bottom right corner of the
screen.
Show everyone where the Next
Page button is on the Welcome
Screen (from your projected
screen). Click on it to get to the
first page.

Using the NEXT PAGE button

You can always get to the next page by simply clicking
the Next Page button, located in the bottom right
corner of your screen.
If you click on the Next Page button from the Welcome
Screen, you will arrive at the first products information
page.

Tell learners to also click on the

Next Page button on their screens.

Show the first products

information page (from your
projected screen).
Explain that each products
information page contains the
products name, item number,
color options, size/dimension
options, price, material, &
care/cleaning directions.
Show the learners that the page
number will now appear on the
bottom right corner of the screen.

The First Products Information Page

On each products information page, you will see the
product name, item number, color options,
size/dimension options, price, material, & care/cleaning
directions. You will also see the page number appear in
the bottom right corner of the screen.

Tell the learners that if they want

to go back to the page they were
just on, they can click on the
Previous Page button which is
located in the bottom left corner of
the screen.

Using the Previous Button

Users can click on the Previous Page button, located at
the bottom left corner of the screen, to go back to the
page they were just on.

Show them where the Previous

Page button is (from your
projected screen) and click on it to
get back to the Home Page.
Tell learners to also click on the
Previous Page button on their
screens.

Show the users the Jump to

button (from your projected
screen), located at the bottom of
the screen.
Explain that if a user knows which
page a particular product is on,
they can type that page number
into this Jump to button, and hit
the ENTER key on their keyboard
to go directly to that page.
Show the learners that by typing
7 into the Jump to button and
hitting the ENTER key on the
keyboard, they will arrive at Page
7, the product information page for
the Bee Sweater.
Tell the learners to type 7 into
the Jump to button, and hit the
ENTER key on their keyboard.

Using the Jump to button

If a user knows which page a particular product is on,
they can type that page number into the Jump to
button and click ENTER to go directly to that page.

Show learners (from your

projected screen) the new page
number on the bottom right corner
of the screen.
Tell students that you will now
return to the Home Page, either by
clicking on the Home button (in
the top left corner of the screen) or
by clicking on the Previous Page
button (in the bottom left corner of
the screen).
Tell students to return to the Home
Page by doing the same on their
own computers.

Arriving at a Page from the Jump to button

By typing 7 into the Jump to button, users have
arrived at page 7 of the product guide, which is the
product information page on the Bee Sweater. Note the
page number in the bottom right corner of the screen.

Tell learners that users are able to

search for a product by typing in
an items name, into the Item
Name search box. They must then
hit ENTER on their keyboard to
get to the products information
page.
Explain that the search option is
NOT case sensitive.
Show learners (from your
projected screen) how to use the
Item Name search option by
typing bee sweater into the Item
Name box and hitting ENTER on
your keyboard. This will bring you
to the Bee Sweater page.
Tell them to type bee sweater
into the Item Name search box
and hit ENTER on their keyboard.

Using the SEARCH option: Item Name

Users are able to search for a product by typing in an
items name, into the Item Name search box. After
typing in the information, users must hit the ENTER
key on their keyboard to get to the products
information page. This search feature is not case
sensitive.

Tell learners to go back to the

Home Page once they are
successful with arriving at the Bee
Sweater information page.
Remind learners that to go back to
the Home Page, they can click on
the house icon in the top left corner
of their screen. Do this on your
own computer.
Explain to learners that if users
know an items number, they can
type that into the Item Number
search box, hit ENTER on their
keyboard to arrive at that products
information page.
Show learners (from your
projected screen) how to use the
search options by typing in
95071 into the Item Number
box and hitting ENTER on your
keyboard. This will bring you to
the Bee Sweater information page.
Tell them type 95071 into the
Item Number search box and hit
ENTER on their keyboard to arrive
at the Bee Sweater information
page.

Using the SEARCH option: Item Number

From the Home Page, users are also able to search for a
product by typing in an items number, into the Item
Number search box. After typing in the information,
users must hit the ENTER key on their keyboard to get
to the products information page.

Tell learners to go back to the

Home Page once they are
successful with arriving at the Bee
Sweater product information page
from using the Item Name search
option.
Do the same on your own
computer.
Explain to learners that if users
dont know an items name or
number, they can type a keyword
into the Keyword(s) search box,
and hit ENTER on their keyboard
to see a list of results.
Show learners (from your
projected screen) how to use the
Keyword(s) search option by
typing sweater into the
Keyword(s) box and hitting
ENTER on your keyboard. This
will bring you to a list of items.
Tell them to type sweater into
the Keyword(s) search box and hit
ENTER on their keyboard.

Using the SEARCH option: Keyword(s)

If a user doesnt know an items name or number, they
are also able to search for a product by typing in
keyword, into the Keyword(s) search box. After typing
in the keyword(s), users must hit the ENTER key on
their keyboard to see the list of results.

Show learners the search results

page for the keyword sweater.

Keyword Search Results

Tell learners that this results page

is in the same format as the index.
The related products are given in
alphabetical order along with their
item number and page number.

The results page gives a list that is in the same format as

the index. The related products are given in alphabetical
order along with their item number, and page number.
Users can type the page number directly into the Jump
to button to then go to that products information page.

Remind the learners that from this

search list, users can type a page
number directly into the Jump to
button to go to one of the listed
items information page.

Tell students to return back to the

Home Page to get ready for the
next activity.

Practice Activity

Time: 30 min.

Read slide content to the class.

Say: Please open your electronic
product guide and prepare to begin.
I will put 10 minutes on the timer,
and then I will show you the
question on the next slide.

Treasure Hunt
Were going to play a game. You will have 10 minutes
to find the answers to the following questions. Write
your answer down and you could win!

Move on to next slide when ready.

Tell students when to begin.

Wait 10 minutes while students
complete the activity.
Ask students to swap answers with
their neighbor once time is up.

Questions

Change to the answer slide.

Review the answers with the entire
class while learners grade the
papers.
Collect the graded papers once
done.

Answers

PJ Enterprises Call Quality Assurance Checklist

Telephone Operator:
Date:

Time:

Observation criteria
Greeting

Circle the observed option

*NA = Not
applicable

Score

Y N N/A

/1

Did the operator:

Answer the call Thank you for calling PJ Enterprises, my name is

____. How may I help you today?

Or introduce self with Good morning/afternoon/evening, I am

calling from PJ Enterprises.?

Introduce him/herself by name?

Y N N/A

/1

Identify customer name and details?

Y N N/A

/2

Courtesy Skills
Did the operator:

Sound helpful and friendly for the duration of the call?

Y N N/A

/2

Use the callers name during the call?

Y N N/A

/2

Use relevant language not jargon?

Y N N/A

/2

Product Knowledge
Did the operator:

Provide accurate and complete information?

Y N N/A

/2

Offer alternatives?

Y N N/A

/2

Meeting Customer Needs

Did the operator:

Ask questions to clarify needs?

Y N N/A

/2

Point out features and benefits of the product or service?

Y N N/A

/2

Attempt to upgrade the accommodation requested by the caller?

Y N N/A

/2

Discuss options with the customer and negotiate a satisfactory

solution?

Y N N/A

Offer applicable special offers?

Y N N/A

/2

/2

Close
Did the operator:

Summarize any follow-up actions with the caller?

Y N N/A

/2

Offer further assistance?

Y N N/A

/2

Invite the caller to call again if problem/question arises?

Y N N/A

/1

Say Thank you for calling PJ Enterprises, (callers name)?

Y N N/A

/1

Total

/30