Customer Service Training Facilitator Guide Team 3 - WordPress
Customer ServiceTrainingFacilitator GuideTeam 3
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Table of ContentsInstructor Information . iiiUsing the Guide .iiiCourse Description .iiiAudience Information .iiiObjectives .iiiLessons . ivCourse Seat Time. ivPreparation Checklist . ivClass Overview . 1Lesson 3b: Answering the Phone . 11Introduction . 11Connecting to the Call . 13Greeting Customers . 15Investigating the Nature of the Call . 18Summary . 20Lesson 3d: Asking Questions . 21Introduction . 21Why is Important. 24Clarifying Questions . 25Open-ended Questions . 27Clearinghouse Questions . 29Review and Summary . 31Appendix A: Pretest . 33Appendix B: Agenda Outline / Timeline . 34Appendix C: Connecting to a Call Job Aid. 38Appendix D: Exercises for Lesson 3D . 40Appendix E: Exercises for Lesson 3D . 41Appendix F: Post Test. 42Customer Service Training Facilitator GuidePage i
Instructor InformationUsing the GuideThis guide is intended to aide you in the facilitation of PJ Enterprises customer service training, developed byInstructional Design Solutions. Facilitators are encouraged to incorporate their own leadership style whenfacilitating the training and practice strong presentation skills as well as small and large group communicationskills.Course DescriptionThis course includes two parts—catalog launch training and customer service training for bothTelephone Operators and Supervisors. The trainings cover tasks operators would perform dailyincluding customer service protocols, general customer service guidelines, and how to conduct customerorders and returns.The trainings are interactive and include numerous opportunities for demonstration, practice, scenarios,assessments and quizzes to familiarize staff with the new product database and to help staff respond totelephone orders more efficiently. The training includes basic customer service, telephone etiquette, andhow to handle common customer concerns. A supplemental lesson for supervisors will be developed toteach basic supervisory skills. In this way, the training can be targeted for the specific audience’s needs.Audience InformationCurrent telephone operators are all women between 18-65 years of age, with the smallest number in the35-55 range. Some operators have had prior telephone experience, but for many, this is their first job.All telephone operators have completed high school or a GED and a few have some college credits.None of the telephone operators have received training in this company outside of new-product training.The average time telephone operators have spent with the company is between two and 10 months.Supervisors were promoted from the ranks of the telephone operators based on their performance,particularly in sales; therefore, they fall into the same demographic as telephone operators in that theyare all women and have completed high school or a GED. They have received very little training onhow to supervise.ObjectivesAt the end of the Catalog Launch and Customer Service training, learners will be able to: Use proper etiquette to greet customers when answering the phone Use customer service protocols with no errors Respond to customers’ questions or concerns within the accepted guidelines with no errors Use the approved guidelines to resolve a customer’s complaint with no errors Demonstrate the proper guidelines for up selling products with no errors Differentiate between and employ different types of questions Use proper etiquette to end a call with customers Resolve a conflict within the approved guidelines with no errorsCustomer Service Training Facilitator GuidePage iii
Supervisors will address telephone operator policy violations within the approved guidelineswith no errors Supervisors will address common telephone operator behavioral issues within the approvedguidelines with no errors Update customer records with no errors Supervisors will mediate conflict between telephone operators within the approved guidelineswith no errors Supervisors will conduct performance reviews of telephone operators within the approvedguidelines with no errorsLessonsThe course outline was developed to incorporate training and base knowledge relevant to bothTelephone Operator and Customer Service Supervisor roles within the organization. Course Overview Lesson 1: PJE Customer Service Protocols Lesson 2: General Customer Service Procedures Lesson 3: Customer Orders and Returns Lesson 4: Train-the-Trainer for Customer Service SupervisorsCourse Seat TimeThis course is instructor-led and totals eight hours in length. For a complete Agenda Outline / Timelineof today’s training see Appendix B.Preparation ChecklistOne Week Before Training Review facilitator guideBecome familiar with course concepts and activitiesMake notations as appropriateCheck all electronic resourcesMake required handoutsCreate packets for learnersContact appropriate administrative staff and/or training developers with any questions orconcernsOne Day Before Training Review facilitator guideMake final notations as appropriateConfirm training site information and specificationso Confirm location and timeo Workstationso Conference roomo Internet-enable computerso Facilitator computer with projector, screen, and PowerPoint\o System login information/accesso Snacks, drinks, and mealsCustomer Service Training Facilitator GuidePage iv
Confirm attendee registrationCheck all electronic resourcesDay of Training Check equipment and technology minimum one hour prior to trainingCheck set-up of training site per list in day-before-training checklistCheck training site logisticso Lightingo Test login to computers and facilitator computer stationo Check lighting, temperature, accessibility of training roomNote attendanceFacilitate trainingCustomer Service Training Facilitator GuidePage v
Class OverviewTime: 30 min.Welcome: the students to thetraining.WelcomeWelcome to the Catalog Launch and Customer ServiceTrainingCustomer Service Training Facilitator GuidePage 1
Go over: administrative detailsLet them know: that the traininglasts a total of eight hours and iscomposed of five lessons.Tell: them that they will get a 15minute break after each lesson anda longer 30 minute lunch breakmidway through the training.Explain: that refreshments areprovided, that they can askquestions at any time, and that allcell phones should be silenced atthis time.Customer Service Training Facilitator GuideAdministrative DetailsYour instructor will let you know the followingadministrative details: The location of restrooms if the training is heldaway from PJ Enterprises. Training will last eight hours and will coverfour lessons. You will get a 15 minute break after eachlesson. Lunch will be catered and last approximately30 minutes. Refreshments are provided. You can ask questions at any time. All cell phones should be silenced at this time.Page 2
Introduce: yourself and yourfellow facilitators. Let theaudience know your position andhow many years you have workedfor PJ Enterprises.Tell: participants to introducethemselves using the informationon the slide.Customer Service Training Facilitator GuideIntroductionsYour instructor will introduce her/himself first and thenyou will introduce yourself by giving the followinginformation: Your name Your position at PJ Enterprises Your background and experience How long you’ve been with PJ EnterprisesPage 3
Explain: the purpose of thetraining.Purpose of TrainingThe purpose of this training is to provide you with PJEnterprise’s standards of customer service and to teachyou how to use the new product guide database.To assist you in these efforts, the training will give youplenty of opportunities for practice so you will learnand retain the essential skills needed for interactingwith customers.With this course in place you will be able to respond totelephone orders more efficiently, which helps PJEnterprises achieve its business goals and ensures itsprofitability.Customer Service Training Facilitator GuidePage 4
Tell: them that there is no specificpre-requisite for this course,because the material covers entrylevel skills or new procedures.Say: that those with some priorexperience or who have been withthe company a while will haveknowledge and skills they candevelop further.Customer Service Training Facilitator GuidePre-requisites of TrainingThere are no pre-requisites for this course. If you haveprior customer service and/or call-center experience,you already have some good skills to help you masterthis training.Page 5
Tell: them the objectives for thecourse.Course Objectives (Everyone)At the end of this training, you will be able to: Use proper etiquette to greet customers whenanswering the phoneCustomer Service Training Facilitator Guide Use customer service protocols with no errors Respond to customers’ questions or concernswithin the accepted guidelines with no errors Use the approved guidelines to resolve acustomer’s complaint with no errors Up sell a product using the approved guidelineswith no errors Differentiate between different types ofquestions Employ different types of questions Use proper etiquette to end a call withcustomersPage 6
Tell: them that in addition to theobjectives on the previous slide,the following objectives pertainspecifically to supervisors.Customer Service Training Facilitator GuideCourse Objectives for SupervisorsAt the end of this training, you will be able to: Resolve a conflict within the approvedguidelines with no errors Address a policy violation within the approvedguidelines with no errors Address a common behavioral issue within theapproved guidelines with no errors Update customer records with no errors Mediate a conflict within the approvedguidelines with no errors Conduct a performance review within theapproved guidelines with no errorsPage 7
Explain: the organization of thetraining and the agenda.Organization of Training & AgendaGo over: the lessons theparticipants will attend.The training is organized into four lessons. Everyonewill participate in the first three lessons, but only thesupervisors will take part in the last lesson.Let them know: that everyonewill attend the first three lessonsAnd that the last lesson is only forsupervisors.Plenary lessons: Lesson 1: Customer Service Protocols Lesson 2: General Customer ServiceProcedures Lesson 3: Customer Orders and ReturnsSupervisors only: Lesson 4: Train-the-Trainer for CustomerService SupervisorsCustomer Service Training Facilitator GuidePage 8
Ask: attendees if they have anyquestionsQuestionsWhat questions do you have before we move on?Customer Service Training Facilitator GuidePage 9
Distribute: a pretest to assess whatthe attendees know and what youshould focus on.You will: look over and assess thepretests at the break.Customer Service Training Facilitator GuidePretestNow, you are going to take a pretest to see what youalready know and what we need to focus on. You’llfind the pretest on page 33as Appendix A.Page 10
Lesson 3b: Answering the PhoneTime: 30 min.IntroductionTell: them that answering thephone properly is important to anyemployee in a call-center in that itis what drives PJ Enterprisesbusiness.Explain: that understanding howto connect the call in a timelymanner and to answer the phonewith proper etiquette is importantin establishing a good rapport withthe customer.Provide: a brief overview of thelesson.IntroductionNow that you know what this training will cover, let’sget started by learning one of the most basic tasks youcomplete daily—answering the phone. It’s also a taskthat you must master because it is so vital to PJEnterprises.ImportanceAnswering the phone is a fundamental task that most ofus do without much thought, but in a call center it’simportant to connect to the call quickly using acourteous and respectful greeting and to ask the rightquestions so you can figure out the nature of thecustomer’s call.OverviewIn this lesson, you will discover how to properlyprepare and connect to a call, use a proper greeting, andinvestigate the nature of the call.Customer Service Training Facilitator GuidePage 11
Tell: them what they’ll be doing inthis lesson, and stress howimportant it is, but also tell themthey will have fun learning aboutit.ObjectivesIn this lesson, you’ll learn how to:TopicsThis lesson includes the following topics:TopicCustomer Service Training Facilitator GuidePage1 Introduction112 Connecting to the Call133 Greeting Customers154 Investigating the Nature of the Call185 Role Play196 Summary20Page 12
Connecting to the CallTell: them that connecting to thecall quickly is an important firststep for providing excellentcustomer service. Typically,customers don’t like to wait long inqueue.Explain: that following stepwiseprocedure is essential foranswering calls quickly andefficiently.Customer Service Training Facilitator GuideIntroductionProviding the best customer service begins withpromptly connecting to a call. Customers typicallydon’t like to be kept waiting too long, so you mustmake sure you are prepared to take calls and connect tothem promptly. Following a step-wise procedure eachtime you start your shift will help you.Page 13
Go over: the procedure forpreparing to connect to a call andconnecting to the call.Explain: to them that preparing toconnect is vital for connecting toincoming calls.Incoming Call ProcedurePJ Enterprises uses a system that routes callsautomatically to your station. In order for this system towork properly, you must follow these steps:1. Make sure that your headset is on and workingproperly.2. Sign in to the system software with your username and password. You will automatically betaken to the Call Center interface screen.3. Ensure that ACD status is set to Available.4. Click the Auto Answer icon in the Header Barof the Call Console pane.The blue square inside the icon indicates that AutoAnswer is on and you are ready to receive calls.When you receive a call, the Incoming Call icon willflash and you will hear a ring tone in your headset.5. To connect to the incoming call, press theAnswer button.For a job aid for this procedure, see Appendix C.Customer Service Training Facilitator GuidePage 14
Greeting CustomersTell: them that the greeting is thefirst form of contact customershave when they reach you at thecompany.Explain: that it is important tospeak clearly and in a pleasant tonebecause it sets up the rest of thecall.Go over: the elements of astandard greeting.IntroductionNow that you know how to connect to a call, the nextstep is to greet the customer in a pleasant, yetenthusiastic voice.The greeting articulates the company’s brand. It is yourfirst interaction with the customer, so making a goodfirst impression is vital for the customer experience andhow you interact with the customer for the rest of thecall.Greeting the CustomerTypically, a standard greeting contains the followingelements: A salutation The company's name Your name (and title for supervisors) An offer of assistanceHello, PJ Enterprises. My name is . How can Ihelp you today?Customer Service Training Facilitator GuidePage 15
Go over: guidelines for deliveringa standard greeting.Explain: that the first few wordscustomers hear, help build arapport with the customer andmake them feel welcome. It createsa lasting impression on thecustomer about how they feelabout the company which canreinforce brand awareness.Let them know: that they shouldrelax and always remainprofessional and in control. Theyshould pay attention to volume,tone and the overall quality of theirvoice.Customer Service Training Facilitator GuideGreeting the Customer, continuedIt’s important to know the guidelines PJ Enterprises hasdeveloped for answering a call. Using these guidelineswill help you create rapport with the customer and makethem feel welcome.When greeting a customer, some guidelines toremember are: Be professional Be calm, but enthusiastic Pronounce your words clearly Make the tone of your voice match thepleasantness of your message Watch the pitch and volume of your voice, soyou’re not speaking too softly or shouting Smile to set the moodPage 16
Tell: them that it’s time for themto try it.Explain: that they will partnerwith someone in the class and taketurns using the standard greetingand guidelines.Tell: them to take notes to critiquetheir partner.Role PlayNow it’s your turn. With a partner, take turns greetingone another using the standard greeting and guidelines.Take notes and write down one positive thing and onething you think your partner could improve on. Whenyou have finished, discuss your notes in class.Discuss: the role play whenthey’ve finished.Discuss: the role play whenthey’ve finished.DebriefAsk: what was positive.What was the easiest part of the role play?Ask: what was negative.Give: feedback on the mostcommon positive and negativeaspects and ways to improve.What was most difficult?What feedback did you get from your “customer?”What questions do you have?Customer Service Training Facilitator GuidePage 17
Investigating the Nature of the CallTell: them that are ready to explorethe nature of the call.Go over: the common types ofcalls that they will receive.Explain: that more than 80% of allcalls fall into these four categories.Explain: that a good greeting goesa long way in helping themdetermine the nature of the call.IntroductionNow that you know how to greet a customer properly,the next step is to determine the nature of their call.Customers can call for numerous reasons, but the mostcommon types of calls you receive are from customerswho want to Place a new order Change an existing order Track an order Return an itemInvestigating the Nature of the CallThe primary reason you use a standard greeting is toinclude an offer of assistance such as “How can I helpyou?” Typically when you offer to assist the customer,they will tell you why they have called.If the nature of their call is not clear or falls outside ofthe most common types, ask clarifying questions to helpyou determine the reason they called. You will learnmore about asking clarifying questions in a lesson laterin this course.Customer Service Training Facilitator GuidePage 18
Explain: the rules of the role play.Take turns playing the role of thecustomer and the operator.Tell: them that they must completethe task without errorPutting it all TogetherNow it’s your turn to answer a call. The class willseparate into two groups. One half will be customers,while the other half will take a call.If you’re an operator, your instructions are to log intoone of the computers and answer a call with the use ofyour job aid from topic one (see Appendix C), give astandard greeting, and determine the nature of the call.You must complete this task without error. “Customers”will take notes to determine whether you pass or failWhen you have finished, show your notes to yourinstructor and assume the role of the other player.If you fail the first time, assume the role as the customerand then try again as the operator.Go over: the correct procedure foranswering a call.Debrief and QuestionsDiscuss: the exercise in terms ofwhat was easy and difficult.What did you find easy about this exercise?Ask: if anyone has questions.What were your challenges?Do you have any questions?Customer Service Training Facilitator GuidePage 19
SummaryTell: them what they learned in thelesson and review the lessonobjectives.Customer Service Training Facilitator GuideSummaryIn this lesson, you learned how to answer a call properlyby logging into the system and preparing to take calls,answering a call using the proper greeting, andidentified the nature of the call.Page 20
Lesson 3d: Asking QuestionsTime: 60 min.IntroductionIntroduction: Introduce thesubject of the presentation.IntroductionExplain: how the presentation willbenefit the audience.In the investigating the nature of call part, you havelearned that a good greeting goes a long way in helpingdetermine the nature of calls.Tell: them your level of expertiseon the subject.Review: the Investigating theNature of a Call section to buildthe connection with this lessonusing the transition at the right.Customer Service Training Facilitator GuideIn this lesson, you’ll learn The importance ofasking questions Three types of questions and examplesAsking appropriate questions to determine thecustomer’s needs so you can provide great customerservice and support.Page 21
Explain: how asking the rightquestions is an important strategyfor providing good customerservice.Remind: them that the purpose ofthe training is to teach and ensurethat the learners can utilize whatthey learned.ImportanceAs you saw in a previous lesson, a good greeting goes along way in helping to determine the nature of acustomer’s call. However, customers often need morespecialized assistance. When they do, asking questionsis an important step to build a good relationship withthe customers.The assessment needs to be alignedwith the teaching objectives so thatthe learners understand theconcepts and can utilize thelearned knowledge right away.Provide (briefly): an overview ofthe lessonTell: the learners about thelearning outcome so they’remotivated to engage in the learningprocess.Customer Service Training Facilitator GuideOverviewObjectivesBy the end of the lesson, you will be able to Use a variety of questions to determine customerneeds without escalation to customer service in80% of the calls.Page 22
TopicsThis lesson includes the following topics:TopicCustomer Service Training Facilitator GuidePage1 Introduction212 Why is Important243 Clarifying Questions254 Open-ended Questions275 Clearinghouse Questions296 Review and Summary31Page 23
Why is ImportantIntroductionBefore introducing the three question types, you need tobe aware of how important it is to ask the customersappropriate questions.Discuss: with the learners to seewhether they realize that askingappropriate questions is importantand why.Go over: some real-life examplesto explain why it is important toask appropriate questions.Customer Service Training Facilitator GuideAsking Questions - WhyThere are many good reasons for customer service repsto ask questions before trying to offer arecommendation or a solution to a customer. Threemost important ones are: To get information from the customer. To express interest in the customer. To help customers help themselves.Page 24
Clarifying QuestionsGo over: the conceptIntroductionNow that you have a better understanding of theimportance of asking questions, you will learn aboutone of the first of three types of questions will beintroduced to from now on—clarifying questions.Explain: what clarifying questionsare and the tips of asking clarifyingquestions. Bring the real lifeexamples as needed for example: acustomer complains that she neverreceived her order. After listeningto her, you could begin yoursummarizing statement by sayingsomething like: “I can tell you’rereally upset, let me see if I can getthis right “or “You are mostconcerned about ” or “I can tellyou are really concerned aboutthis. Let me see if I can repeat toyou your main concerns so we canstart to think about what to do inthis situation.”Customer Service Training Facilitator GuideClarifying QuestionsClarifying questions are queries that examine facts toshed light on a problem.The reason and tips of clarifying questions are: Don’t make assumptions Have a bias towards clarity Use more words to explain Ask close-ended questions to gain specificinformationPage 25
Discuss: when to use suchquestions and how. You can referback to the example you just gave.Points out: that sometimes closedended questions could cause aperson to feel pressured to answera certain way. For example, aleading questions might be: “Don’tyou think the dress is cute?” Tagssuch as “isn’t it?”, “don’t you?”could suggest that person you’retalking to agree with you.Customer Service Training Facilitator GuidePage 26
Open-ended QuestionsReview: the clarifying questionsconcept and discuss its advantagesand disadvantages.Explain: what open-endedquestions are and the purpose ofthese kinds of questions. Bring inreal life examples as needed.Emphasize: When asking openended questions, try to pause, thinkand reflect. Answers will bepersonal feelings, opinions, orideas about a subject. The controlof the conversation switches overto the person being asked thequestions.Customer Service Training Facilitator GuideIntroductionIn the previous topic, you learned what clarifyingquestions are and tips for asking clarifying questions.This topic focuses on open-ended questions.Open-ended QuestionsAn open-ended question is a query that is designed toelicit a longer, meaningful reply in order to gather moreinformation.The reason and tips of open-ended questions are: Elicit a longer response Are best to pick up important details that mayhelp you figure out an effective solution for thiscustomer. Help build rapport. Permission to talk is highlyvalued by people Help the customer have more confidence andsatisfaction with representative and the eventualoutcome Begin with what, why, how and tell me about Page 27
Discuss: when to use suchquestions and how.Compare: the usage of clarifyingquestions and open-endedquestions. For example, if you’restruggling to get the person to openup with broad open-endedquestions try narrowing thequestions first and then make thembroader after getting them into theconversation.Customer Service Training Facilitator GuidePage 28
Clearinghouse QuestionsReview: the clarifying questionsand open-ended questions conceptwith the discussion of itsadvantages and disadvantages.Explain: what clearinghousequestions are and the purpose ofthese kinds of questions. Bring inreal life examples as needed. Forexample: at the end of the class,the instructor allowed students toask any questions that wasn’tcovered in that class period.Usually clearinghouse questionsare open-ended questions as followups for other questions. Forexample, asking an open-endedquestion that refers to what has justbeen said or is related to what justbeen said.Customer Service Training Facilitator GuideIntroductionIn the last topic, you learned what open-ended questionsare and how to use them. This topic concentrates onclearinghouse questions.Clearinghouse QuestionsClearinghouse questions are a type of open-ended queryused as a follow up for other questions when you unsureyou have all of the information you need.The reason and tips for asking clearinghouse questionsare: Provide another opportunity to hear thecustomer’s needs Listen for what is not said beforePage 29
Discuss: when to use suchquestions and howAsk: students to fill out the tableon the right to compare three typesof questions to see their purposesand usages.Customer Service Training Facilitator GuidePage 30
Review and SummaryReview: of the lessonIntroductionSummarize important points and allow time forquestions.Prepare: the class exercises tohelp the participants utilize theskills in the real life situation. (seeAppendix D and E)Conduct: class activities.Conduct: Role-play Scenariosactivities. (See Appendix E)Customer Service Training Facilitator GuidePage 31
Summarize: the lesson contentand allow time for questions.Customer Service Training Facilitator Gu
Customer Service Training Facilitator Guide Page v Confirm attendee registration Check all electronic resources Day of Training Check equipment and technology minimum one hour prior to training Check set-up of training site per list in day-before-training checklist Check training site logistics o Lighting o Test login to computers and facilitator computer station
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