Design Document for

PJ Enterprises Telephone Operator Training

WW Consulting
April 10, 2016

Document Description
The purpose of this design document is to provide PJ Enterprises Management
with a complete description and outline of the Telephone Operator Customer
Service Training to be delivered in August, 2016.

Purpose of the Course

This course is classroom based, instructor led training for PJ Enterprise current
telephone operators. The course will address procedures for appropriate phone
interactions with customers, and provide an electronic product guide resource to
enhance product descriptions, indexing and enhanced search capability. In
addition to the classroom based learning, a Facilitator Guide will be provided for
future new-hire trainings, led by PJ Enterprise supervisors.

Design Document

PJ Enterprises Telephone Operator Training Design Document, cont;d.

Audience Description
The staff for PJ Enterprises consists of the following:

There are twenty-five Telephone operators with on the job experience

ranging from two months to ten months. All of the operators are English
Language Speakers, and ages range from twenty-one to sixty-three years.
All telephone operators are high school graduates, with several of the
telephone operators having further college level coursework. There are 25
all female telephone operators.

There are 4 supervisors with on the job experience ranging from two months
to six years. Two of the supervisors are native English speakers. The third is
an English as a Second Language Learner, with her first language being
Spanish. This supervisor states that she is fluent in both receptive and
expressive English and does not require translation of the course materials.
The age ranges of the supervisors are from twenty-seven to thirty-five years.
Two of the supervisors have completed a 4 year degree program, and the
third supervisor is currently involved in college level coursework. All three
supervisors are female.

Course Description
This course is classroom based, instructor led training for PJ Enterprise current
telephone operators. The course will address procedures for appropriate phone
interactions with customers, and provide an electronic product guide resource to
enhance product descriptions, indexing and enhanced search capability. In
addition to the classroom based learning, a Facilitator Guide will be provided for
future new-hire trainings, led by PJ Enterprise supervisors.

Course Seat Time

The seat time of the course is eight hours in length. The customer service unit is
approximately 5 hours and the E-Product Guide unit is approximately 3 hours.

Instructional Architecture/Strategy for Course

The architecture/strategy for this course is both receptive and directive.
Receptive learning strategies will be implemented during the E-Product Guide
overview. Example: demonstration
Directive and receptive learning strategies will occur during customer service
training. The overarching strategy is directive. Instructor guided scenarios will
include role plays and hands on activities. These scenarios will provide modeling
and immediate feedback to support the learning of positive, effective, and
consistent customer phone interactions.

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Major Course Objectives

At the end of this course, the telephone operators will be able to:

Use customer service skills to interact with the customers in a

professional manner that best represents PJ Enterprises

Use customer service skills to mitigate customer complaints

Use time management skills to complete customer interactions within an

appropriate time frame

Locate the electronic product guide

Locate product information in the electronic product guide

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Learning Assessment for Course

Roles plays, matching and two scored-multiple choice assessment activities will
be performed throughout the training to ensure that learners are handling call
proficiently.
Two Scored- Multiple Choice Assessments will cover:
Interaction with the customers
Migration of customer complaints
Product Information location
There is no formal final assessment for this course.

Course Outline

Telephone Operator Training Course Outline

Unit 1: TOs- Were Glad Youre Here!

Introduction to course
Overview
Learning Objectives
Unit 2: Providing Customer Service
Lesson 1 Greeting and Closing
1.1 Introduction

1.2 Following the Script

1.3 Personalizing the Customer Experience
1.4 Role Play
1.5 Review
Lesson 2: Interacting With Our Customers

2.1
2.2
2.3
2.4
2.5
2.6
2.7

Introduction
Using Patience & Attentiveness
Persuading Customers & Upselling
Handling Surprises
Role Play
Review
Assessment

Lesson 3: Complaints Happen!

3.1 Introduction
3.2 Handling Complaints- What you need to know

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3.3 When to Forward a Call to Your Supervisor

3.4 Simulation
3.5 Assessment
Unit 3: Answering Product Questions
Lesson 4: Our Product Catalog
4.1 Introduction

4.2 Using A Flowchart for Answering Questions

4.3 Finding Additional Information on Products
4.4 When to Refer a Question to a Supervisor
4.5 Practice
4.6 Assessment
Lesson 5: Using The E-Product Guide

5.1 Introduction
5.2 Locating the E-Product Guide
5.3 Searching the E-Product Guide
5.4 Managing Your Time through Key Word Search
5.5 Practice
5.6 Assessment
Unit 4: Review & Summary

6.1 Introduction
6.2 Summary of TO Job Duties
6.3 Review of Available Job Aids
6.4 Final Cumulative Simulation
6.5 Closing

Media
For this class we may use the following media:

PowerPoint slides displaying concepts and procedure steps

Demonstrations of procedure steps on a video projector connected to a

computer

Audio of recorded phone calls

Phone call role plays may use props for scenario prompts and headsets

Video clips

Development Tools
This course will be developed using Microsoft Word, PowerPoint, SharePoint,
and Flowcharts. In addition, video clips will be used to demonstrate good and
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bad scenarios of customer service, professionalism, and resolving customer
complaints.

Development Time
WW Consulting will require between 344-440 hours for development of the
training. These hours include hours already used in initial development of the
project as well as the hours required for development of the electronic product
guide, scripts for telephone operators, facilitator and student guides, and other
associated documents.

Support requirements
In order to complete the project, PJ Enterprises will assist WW in the following
ways via SMEs or other sources as listed:

Provide merchandise information for development of electronic product

guide and training

Provide existing documents relevant to product guide development as

needed

Adhere to meeting schedule

Provide training room and training room supplies

Provide examples of merchandise as needed for photographs

Review documents in a timely manner giving feedback on accuracy and

completeness of materials including steps, guidelines, scenarios, and
concepts and other knowledge

Participate in Change Management by entering Change Requests in a

timely manner, responding to requests for comment when appropriate
and attending Change Meetings when scheduled

WW may ask that during training PJ Enterprises non-training audience

staff participate in role plays and other activities that require someone to
act as customer

Ownership
WW will develop the initial course and maintain all training documents for PJ for
one catalog cycle beyond initial training after which PJ Enterprises will maintain
the materials. WW will develop and maintain the electronic product guide and
Sharepoint site for one catalog cycle beyond initial development after which PJ
Enterprises will maintain the guide and Sharepoint site. If however, PJ
Enterprises would like WW to continue maintenance of the training materials and
associated documents and materials, WW will be happy to provide a proposal as
to the scope and cost of services to be provided.

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Project Sign-off
Please sign below indicating agreement with the proposed course plan and
approving start-up of the development phases.

Amy Terrien
Instructional Designer

4/10/16
Date

Jen Bishop
Instructional Designer

Coral Shanahan
Project Manager

Jane E. MacKenzie
Project Sponsor

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4/10/16
Date

4/10/16
Date

4/10/16
Date

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Appendix A: Job Task Analysis

Design Document

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Appendix B: Detailed Course Outline

2.3.
1

Mins.

Task / Topic / Key

Concept

Objective

30
min

Persuading Customers
(Persuasion & Up-selling)

Given a customer
service scenario, the
learner will be able to
persuade customers
by the use of upselling and crossselling strategies

Identify specials, offers,

and beneficial services
that can bring value to the
customers shopping
experience

Design Document

Instructional Method

Demonstration of
principle-based task

Assessment Method

Assessment
Description

Application of
principles using roleplay techniques

Given a customerinteraction scenario,

the student will
compose a response.
Delivery system of
the assessment will
be instructor
observation of roleplaying activities and
peer review of those
activities.

Visuals /
Media
Support
1.
Overhead
projector
with
computer
hookup
2. Video
showing
examples
of the
persuasion
&
upselling
to a
customer

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PJ Enterprises Telephone Operator Training Design Document, cont;d.

Mins.

2.3.
3

30
min

Task / Topic / Key

Concept
Persuading Customers
(Persuasion & Upselling)
Reciprocity
Commitment

Objective

Given a customer
service scenario, the
learner will apply the
six principles of
persuasion.

Instructional Method

Demonstration of
principle-based task

Assessment Method

Assessment
Description

Application of
principles using roleplay techniques

Given a customerinteraction scenario,

the student will
compose a response.
Delivery system of
the assessment will
be instructor
observation of roleplaying activities and
peer review of those
activities.

Social proof
Authority
Liking
Scarcity

2.4

30
min

Handling Surprises in
Customer Interactions
(How to respond to the
unexpected customer
interactions)

Design Document

Given a set of
customer service
guidelines and a
customer scenario, the
learner will give a
correct response to a
customer complaint

Principle

10

Demonstration of the
application of the
principle

Given a customerinteraction scenario,

the student will
compose a response.
Delivery system of
the assessment will
be instructor
observation of roleplaying activities and
peer review of those
activities.

Visuals /
Media
Support
1.
Overhead
projector
with
computer
hookup
2. Jobaid
of six
principles
3. Video
showing
examples
of the
persuasion
&
upselling
to a
customer
Cards with
different
scenarios
for small
group role
play

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PJ Enterprises Telephone Operator Training Design Document, cont;d.

Mins.

5.2

20
min

Task / Topic / Key

Concept
Locating Information in
the E-Product Guide

Objective

Enabling Objective 1:
Given a computer, and
the electronic product
guide, the telephone
operators will
successfully access the
Electronic Product
Guide for each attempt.

Instructional Method

Demonstration of
procedure

Assessment Method

Multiple Choice and

Application of
Procedure

Assessment
Description
1.

a.
b.
c.

2.

5.2

20
min

Locating Information in
the E-Product Guide

Enabling Objective 2:
Given the electronic
product guide and a
product request, the
telephone operators
will find the product
in the Electronic
Product Guide.

Demonstration of
procedure

Application of
procedure

Search and find

scenarios
1.

2.

Design Document

11

What is the
URL of PJs
company
intranet site?
www.
pjconnect. com
www.goole.com
www.pjfallcatal
og.com
Answer: A
Send a screen
shot of the PJ
Intranet site to
the Instructor.

The customer
orders item
number 32967.
What page in
the guide is this
product on?
Answer: Page 5

Visuals /
Media
Support
Overhead
projector
with
computer
hookup
Jobaid of
site and
steps to
access

Projector
with
computer
hookup
Jobaid of
site and
steps to
access

The customer
orders the
Bubble Light
Centerpiece.
What page in
the guide is this
product on?
Answer: Page 6

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Appendix C: Final Assessment

There is no formal assessment. Each lesson will have formative assessments as part of the lesson. The
assessments during training will be role plays and scenarios, multiple choice questions, search and find
activities, etc. Additional assessment of job performance will also take place after the training is
completed.

Design Document

12