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Facilitator Guide: Procedures, Etiquette, and Product Guide Training April 16, 2017
Facilitator Guide: Procedures, Etiquette, and Product Guide Training April 16, 2017
Facilitator Guide: Procedures, Etiquette, and Product Guide Training April 16, 2017
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2017 INSTRUCTIONAL SOLUTIONS AND PJ ENTERPRISES. ALL RIGHTS RESERVED
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TABLE OF CONTENTS
INSTRUCTOR INFORMATION 4
Content Introduction 4
Audience Information 4
Using This Guide 4
Topics 5
Timeline 5
Preparation Checklist 6
Instruction Notes 6
Icon Glossary 7
LESSON 1.1: PRINCIPLES OF ETIQUETTE 8
Topic 1: Introduction 8
Topic 2: Contingency Activity 12
Topic 3: The Respect Principle 15
Topic 4: The Empathy Principle 16
Topic 5: Practicing Respect and Empathy 18
Topic 6: The Honesty Principle 21
Topic 7: The Consideration Principle 23
Topic 8: Practicing Consideration and Honesty 24
Topic 9: Takeaways: Review and Summary 27
LESSON 2.2: USING THE TABLE OF CONTENTS 29
Topic 1: Introduction 29
Topic 2: The Table of Contents 32
Topic 3: Table of Content Activities 35
Topic 4: Takeaway: Review and Summary 38
APPENDIX A: CONTINGENCY ACTIVITY 40
CONTINGENCY ACTIVITY AUDIO TRANSCRIPTS 42
APPENDIX B: THINK, WRITE, PAIR, SHARE WORKSHEET 44
APPENDIX C: ETIQUETTE ROLE PLAY ACTIVITY 46
APPENDIX D: PRINCIPLES OF ETIQUETTE JOB AID CHECKLIST
49
APPENDIX E: PRODUCT GUIDE TABLE OF CONTENTS 50
APPENDIX F: PRODUCT SEARCH SCENARIO PRACTICE 51
APPENDIX G: TABLE OF CONTENTS WORKSHEET 53
APPENDIX H: TABLE OF CONTENTS ROLE PLAY ACTIVITY 55
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Instructor Information
Content Introduction [KA]
This training and facilitator guide is designed for Telephone Operators (TOs) at PJ
Enterprises. The goal of this training is improve TOs verbal etiquette during conversations
with customers and to easily find information within the product guide.
Audience Information
The audience for this training is both TOs and Supervisors.
Telephone Operators range in age from 20 to 45 years old; most of them have college
courses or degrees; however, some do not. All the TOs are native English speakers;
however, occasionally a very proficient non-native speaker will be hired. Most TOs have had
worked in this field for 1-5 years.
Supervisors range in age from 30 to 50 years old. Most supervisors were originally hired as
TOs, and were promoted into supervisor roles. Most of the supervisors have been in this
position for 6 months to 3 years.,
The Facilitator Guide is intended to help you train each TO and supervisor in a consistent way.
Before training, be sure youre very familiar with the content of the guide. Facilitators will find a
detailed and clear layout of training objectives, lessons, and assessments.
1. Introduction
2. Lesson 1: Identify the type of customer and follow interaction procedures.
3. Lesson 2: Utilize the Product Guide to answer customer questions.
4. Lesson 3: Answering Phone Calls Course Summary
5. Summary
4
Topics
Principles of Etiquette
Product Guide Basis
Managing Customer Time
Using the Phone Script
Product Information
Exchanges & Returns
Cross-Selling
Surveying Customers on Service
Timeline
Section Time
Day 1
Introduction 30 minutes
Lesson 1 75 minutes
Break 45 minutes
Lesson 2 90 minutes
Day 2
Break 45 minutes
Summary 60 minutes
5
Preparation Checklist [NM]
Materials
Student Guide
Presentation Slides( file name: PEP training. ppt located in the shared PJ Enterprise drive)
5 Enlarged Rubrics
4 Enlarged Think-Write-Pair-Share Charts
Enlarged Contingency Activity Charts
# of copies - Table of Content Challenge Activity Worksheet
Whiteboard/Chart Markers
Scenario Sheets for Partner Role-Play Activity
Prizes for challenge activities
Method to play audio clips for contingency activity and Think, Write, Pair, Share activities
Ensure that computers all have the order entry system available
Additional Writing utensils for learners if needed
LCD Projector
Instructor Computer
If whiteboard is unavailable, hang blank chart paper
Instructions for the facilitator to DO and SAY are written like this.
6
Icon Glossary
ICON MEANING
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Lesson 1.1: Principles of Etiquette [CM & DL]
Time: 75 minutes
Topic 1: Introduction
Display Etiquette
Principles and Procedures Introduction
slide.
Display Introduction
slide Importance
Explain PJ Enterprises
has a focus on quality and
customer service in all
aspects of its work.
Tell them that proper Why is etiquette important for customer service?
etiquette includes the
principles of respect,
empathy, consideration, Etiquette encompasses many things including respect,
and honesty. empathy, consideration, and honesty.
8
Explain that proper Demonstrating proper etiquette in a business environment
etiquette builds rapport allows us to improve communication and build good rapport
with customers by setting the tone of our interactions, thereby
with customers, which
fulfilling PJ Enterprises mission statement and enhancing the
fulfills PJ Enterprises brand name.
mission and enhances its
brand name.
Distribute Principles of
Etiquette Job Aid (see Overview
Appendix D, page 48) that
will be referenced
throughout the lesson.
9
This mini-lesson is within Lesson One: Etiquette Principles
and Procedures. It sets the groundwork for this PEP training
Tell them that each mini- course by providing you, the learner, with the principles of
lesson will start with an etiquette. Your instructor will start this mini-lesson with a
overview of the etiquette brainstorming activity. Building from this exercise, you will
principle followed by a examine the four principles of etiquette: respect, empathy,
think-write-pair-share consideration, and honesty. To allow for maximum
activity and role-playing participation, each principle will have a think, write, pair,
activity. share activity followed by a role-playing activity. Please use
these opportunities to practice these skills in an environment
that encourages constructive feedback. Record the most
Explain that the role- important take-aways on the last summary take-away slide.
playing exercises are
excellent opportunities to
practice the etiquette
principles in a risk-free,
supportive, environment.
Review: the course This mini-lesson focuses on four main concepts. The objective
objectives on the slide for each concept is the same. By the end of this course, you
should be able to utilize the four principles of etiquette when
completing customer service calls.
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Display: Topics slide
Topics
2 Contingency Activity 12
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Topic 2: Contingency Activity
Display: Contingency
Exercises slide Contingency Exercises: Examples and Non-examples
12
Ask for volunteers to
share responses to the
second question. Write
all responses on chart
paper.
Display: Mini-lesson:
Principles of Etiquette
slide
Distribute the
Contingency Diagram
handout (See Appendix A,
page 41) and briefly
review the format.
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leaving time for The instructor will play some audio clips. Fill in the chart
participants to take notes provided.
in between each one.
(Audio clip transcript Example Etiquette Why?
found in Appendix A. Used?
Audio clips saved on PJ 1 Y/N
Enterprise shared drive.
File names PEP 2
ContinAudio1.mp3, PEP
ContinAudio2.mp3, etc) 3
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Topic 3: The Respect Principle
Ask participants to
review the 2 Self Check
questions and share out
What are some other ways of using proper manners? Write
some responses.
your thoughts and what you learned here:
Tell participants to
write any questions they
still have on the Respect Do you have any questions about the Respect Principle? Write
them here:
Principle in the student
guide.
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Topic 4: The Empathy Principle
Ask participants to Self-Check: How do you partner with the customer? Write
review and jot down what youve learned here:
some notes on the Self
Check question in their
Student Guides.
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any questions they still Do you have any questions about the Empathy Principle?
have on the Empathy Write them here:
Principle in the student
guide.
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Topic 5: Practicing Respect and Empathy
Provide a brief
summary of the
scenario
Fill-in their individual
thoughts
Discuss and fill in
what their partner
thought.
Come to an
agreement in regards
to a thought they
would like to share
with the class.
Take notes additional
notes as needed.
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Say: Lets take some first lets review expectations as they related to respect and empathy.
time to incorporate these
principles of etiquette
into some realistic
scenarios you might
encounter on a daily Please refer to the rubric.
basis, but first lets
review expectations as
they related to respect
and empathy.
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Display Role Playing
slide
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Topic 6: The Honesty Principle
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Tell participants to write Do you have any questions about the Honesty Principle? Write
any questions they still them here:
have on the Honesty
Principle in the student
guide.
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Topic 7: The Consideration Principle
Ask participants to Self Check: What are some ways youve increased efficiency on
review and jot down your calls? Write what youve learned here:
some notes on the 2 Self
Check questions.
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Topic 8: Practicing Consideration and Honesty
Practice Session
Provide a brief
summary of the
scenario
Fill-in their individual
thoughts
Discuss and fill in
what their partner
thought.
Come to an
agreement in regards
to a thought they
would like to share
with the class.
Take notes additional
notes as needed.
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Say: Lets take some some realistic scenarios you might encounter on a daily basis, but
time to incorporate these first lets review expectations as they related to consideration and
honesty.
principles of etiquette
into some realistic
scenarios you might Please refer to the rubric.
encounter on a daily
basis, but first lets
review expectations as
they related to
consideration and
honesty.
Answer:
Ask some participants to
share observations and
invite any questions.
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Display Role Playing slide
Distribute Consideration
and Honesty Role Playing
Scenario Script (see Please refer to the role-playing slide and scenario provided.
Appendix C, page 47).
Tell participants that Scenario 1 Telephone Operator: Use standard greeting when
answering the line.
they will be working with
a partner to practice the Customer: I only have a few minutes before I pick
principles of my son up from preschool, so please dont put me on
hold. I need to know immediately if this rug I see in
Consideration and the catalog is free of synthetic materials and if it was
Honesty. manufactured in a facility free of synthetic materials.
My son has a rare disorder where he breaks out in a
severe rash if his skin comes into contact with
synthetic materials. I only have 2 minutes, so please
Explain to participants confirm that this this rug will not harm my sons
that they will take turns skin.
playing the role of Telephone Operator: Respond using the principles
telephone operator and of Consideration and Honesty.
customer. The
participant playing the Scenario 2 Telephone Operator: Use standard greeting when
customer will read from a answering the line.
script and then provide
Customer: Hi, Im looking for a doll for my
feedback on the granddaughter. Can you tell me how many types of
operators response using dolls you have and the prices of each? My
the rubric. granddaughter Emily, did I mention shes 4?, shes
just the sweetest little girl alive and just loves dolls. I
have 6 other grandkids, Johnny, Frankie, Lucy, Peter,
Holly, and Luke. Come to think of it, do you have any
toys other than dolls that the boys would like?
Tell them that for this
(Customer continues with stories about her grandkids,
section we will only be barely allowing the operator to get a word in.)
providing feedback on Telephone Operator: Respond using the principles
the second 2 principles, of Consideration and Honesty.
Consideration and
Honesty.
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Topic 9: Takeaways: Review and Summary
Give participants 5
minutes to jot down
notes on key points from
the mini-lesson.
27
Ask participants to Questions?
reflect on any questions
Now is the time to refer to the questions you recorded in your
they still have following notes earlier.
the lesson.
3 important ideas to
remember
Facilitate a discussion
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Lesson 2.2: Using the Table of Contents [CM & DL]
Time: 20 minutes
Topic 1: Introduction
Display the
Product Guide Introduction
Basics slide.
Say: Lets take Lets take some time to review mini-lesson 2.1: Locating and
some time to Accessing the Product Guide. Were going to need to use the
Product Guide so please access this on the upper right side of
review mini-lesson
your desktop screen.
2.1: Locating and
Accessing the
Product Guide.
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Display the
Introduction slide. Importance
Using the Table of Contents effectively allows for efficient use of
time with customers on the line.
Explain that
proficiency in
using the Table of
Contents will allow
for more efficient
use of call time.
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Display the
Objectives slide. Objectives
By the end of this mini-lesson, youll be able to locate a product
in the Table of Contents and find the corresponding page in
under 1 minute
Review the
objective on the
screen with the
participants.
Display: Topics
slide Topics
This lesson includes the following topics:
Topic Page
Review: the
organization of the
student guide and 1 Introduction 30
on which page to
find the current
lesson.
2. The Table of Contents 33
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Topic 2: The Table of Contents
Review the
organization of the
Table of Contents.
(see Appendix E, page
49)
Demonstrate the
steps to find a
product using the
Table of Contents.
32
Display the
Scenarios slide (see
Appendix F, pages
50-51 for items used
in scenarios)
Ask a participant to
read the scenarios on
the screen aloud for
the group.
Tell participants to
use the procedural
steps for usage of the
Table of Contents to
locate the Infinity
Bracelet.
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Ask participants to Additional lesson notes here:
jot down a few pieces
of information about
the Infinity Bracelet
in their Student
Guides.
Ask a few
participants to share
out any information
they found about the
Infinity Bracelet from
the Product Guide.
Tell participants to
use the procedural
steps for usage of the
Table of Contents to
locate the Blue
Flowered Sweater.
Ask participants to
jot down a few pieces
of information about
the Blue Flowered
Sweater in their
Student Guides.
Ask a few
participants to share
out any information
they found on the
Blue Flowered
Sweater from the
Product Guide.
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Topic 3: Table of Content Activities
Distribute the
Practice Challenge
table worksheet (See
Appendix G, page 50)).
Review the
35
Challenge Activity
answers (see
Appendix G, page 53)
when all participants
are finished by asking
random participants
to share their
answers.
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of Contents Role Play Scenario 1
Scenario worksheet
A customer calls PJ Enterprises inquiring about replacing a
(See Appendix H,
pair of gold hoop earrings his wife recently lost. Locate the
page 55). gold hoop earrings in under 1 minute and state the page
number.
Ask participants to
take turns reading
each other the
Scenario 2
scenarios. The
reader will time the A customer calls PJ Enterprises and she would like to order an
partner to see if Easter wreath. This particular wreath has a silver ribbon bow
he/she can locate the on the top with pastel colored eggs at the base. Locate the
Easter wreath in under a minute and state the page number.
product in under a
minute.
Ask participants to
share any questions
they may have about
the Table of Contents
rubric component at Question:
this time.
Answer:
37
Topic 4: Takeaway: Review and Summary
Ask participants to
take 2 minutes to jot
down any key
takeaways from the
mini-lesson on the
Table of Contents in
their Student Guides.
38
Questions?
Ask participants to
raise their hands if
they have further
questions or need
additional assistance.
Explain to
participants that a
separate summative
assessment will not
be administered for
the product guide and
Table of Contents
components because
the summative test
case will require
them to apply 2 of the
key product guide
procedures: 1) Using
the search feature to
locate a product and
2) Reading product
information and
interpreting
information to
answer customer
questions.
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Appendix A: Contingency Activity
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ANSWER KEY: Contingency Activity: Examples and Non-Examples [DL]
4 N TO says he does not know how to operate system; customer left on hold for a long
duration of time; TO mumbles/is hard to understand
41
Contingency Activity Audio Transcripts [CM]
Audio #1
Audio #2
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: Hello, Id like to order a Christmas wreath and have it sent to my mom. I recently
ordered one for myself. Would you be able to look up that order?
TO: I can definitely help you with that, Sir. Please give me one moment to find that order. How are
your holiday preparations coming?
Customer: Thanks for asking. I have almost all of my shopping done, except for this wreath for my
mom.
TO: Well, I have good news on that front, Sir. Ive located your previous order and Ill just need
your moms address to get the new order completed.
Customer: Thank you so much! Her address is 621 State Street, Lombard, IL 60521
Audio #3
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: I have an issue with an order I recently placed. My item was delivered in the wrong
size.
TO: I am sorry to hear that Maam. I am going to help get this worked out for you. Please give me a
moment to look up your order. Will you please give me your order number?
Customer: Yes, its 538769.
TO: Thank you, Maam Ive pulled up your order. Im sorry that you received the wrong size. I
am re-sending it the order right now and expediting the shipping. You wont be charged for any
shipping and Ive applied a $25 discount to your account.
Customer: Thank you. I really appreciate it.
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Audio#4
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: Im calling to find a birthday gift for my great aunt. Shes 70 and really likes dogs. Do
you have any dog-themed gifts?
TO: Do you have a specific item number, because I dont know how to look that up.
Customer: No, I dont have an item number because Im calling to see what you have available.
TO: Hold on a minute (puts customer on hold for 5 minutes)
TO: Do you have a copy of the catalog, because its hard for me to look that up for you without a
specific item number.
Customer: No, if I had the catalog I wouldnt be asking you for assistance.
TO: Maybe you can call back and get another TO that knows how to look that up. Why dont you
hang up and call back again.
Audio#5
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: Hi. I placed an order 2 weeks ago that was supposed to arrive on Tuesday, April 11th. I
still havent received the order.
TO: I am sorry to hear about your late order, Maam. It sounds like your order is now over a week
late. Please give me a moment to look up your order. May I have the order number?
Customer: Yes, its 14678.
TO: Thank you, Ive looked up the order and it looks like there is a delay at the warehouse. It says
the order is still processing. May I put you on hold for just a moment while I call the warehouse to
get to the bottom of this issue?
Customer: Yes, thank you.
TO puts customer on hold for 2 minutes.
TO: Thank you for your patience, Maam. There was a delay in the processing that I was able to
clear up for you. The order will be leaving the warehouse with expedited shipping today. Ive also
applied a $25 discount to your account.
Customer: Thank you. I truly appreciate that.
TO: It was my pleasure, Maam. Thank you for shopping with PJ Enterprises.
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Appendix B: Think, Write, Pair, Share Worksheet [DL]
Scenario
What I Thought
What My Partner
Thought
What We Decided to
Share
44
Respect and Empathy Audio Transcript [DL]
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: I have an issue with an order I recently placed. When I received my item it was broken.
TO: I am sorry to hear that Maam. I understand that receiving an item broken can be a big disappointment. Lets work together to make
this right.. Please give me a moment to look up your order. Will you please give me your order number?
Customer: Yes, its 234769.
TO: Thank you, Maam Ive pulled up your order. Im sorry that you received the item damaged. I am re-sending it the order right now
and expediting the shipping. You wont be charged for any shipping and Ive applied a $25 discount to your account.
Customer: Thank you. I really appreciate it.
TO: Hello. Thank you for calling PJ Enterprises. How can I be of assistance today?
Customer: Hello, Id like to order a mens large polo shirt and have it sent to my dad. I recently ordered one for myself. Would you be
able to look up that order?
TO: I can definitely help you with that, Sir. Please give me one moment to find that order. Have you heard about our spring polo special?
If you purchase a polo you can receive an additional one 50% off.
Customer: Thanks for asking. I had no idea there was a special going on. I would love to send a polo shirt to my brother. Would
shipping cost extra?
TO: Please let me take a moment to check with my supervisor. [brief pause] Youre in luck, Sir. The second polo gets free shipping. If
youd like to provide the additional information, we can get this order squared away.
Customer: Thank you so much! [Provides extra information]
45
Appendix C: Etiquette Role Play Activity [CM]
46
Etiquette Role Play Scenarios: Respect and Empathy
Scenario 1 Telephone Operator: Use standard greeting when answering the line..
Scenario 2 Telephone Operator: Use standard greeting when answering the line.
47
Etiquette Role Play Scenario: Consideration and Honesty
Scenario 1 Telephone Operator: Use standard greeting when answering the line.
Scenario 2 Telephone Operator: Use standard greeting when answering the line.
Customer: Hi, Im looking for a doll for my granddaughter. Can you tell
me how many types of dolls you have and the prices of each? My
granddaughter Emily, did I mention shes 4?, shes just the sweetest little
girl alive and just loves dolls. I have 6 other grandkids, Johnny, Frankie,
Lucy, Peter, Holly, and Luke. Come to think of it, do you have any toys
other than dolls that the boys would like? (Customer continues with
stories about her grandkids, barely allowing the operator to get a word in.)
48
Appendix D: Principles of Etiquette Job Aid Checklist [DL]
49
Appendix E: Product Guide Table of Contents [BB]
50
Appendix F: Product Search Scenario Practice [BB]
51
52
Appendix G: Table of Contents Worksheet [DL]
53
ANSWER KEY: Table of Contents Worksheet [DL]
54
Appendix H: Table of Contents Role Play Activity [CM]
55
Table of Contents Role Playing Scenarios
56