Design Document for PJ Enterprises Customer

Service Upskill Training

By T3I

Document Description
The design document provides a detailed breakdown of the PJ Enterprises
Telephone Operator Training Program which will be delivered beginning August
3, 2016.

Purpose of the Course

The purpose of this course for PJ Enterprises is to address the issues of quality of
customer service provided by TOs and decrease customer complaints with regard
to customer service.

Audience Description
The audience for the training consists of the telephone operators and customer
service supervisors.

All telephone operators and supervisors are female

All have high-school diplomas or GEDs

Age range is 18-60 with the least amount in the 35-55 age range. (15%)

Course Description
The Customer Service training course will provide instruction in on-the-job tasks
for the TO position with a focused goal of increasing customer service. The
course will be offered on two dates allowing for scheduling flexibility and
maintaining business staffing. Attendance of the course will include TOs and
CSS.

Course Seat Time

The seat time of the course will be eight hours.

Instructional Architecture/Strategy for Course

The instructional architecture is directive. Instructional activities include hands
on, procedure, and principle based activities which allow participants to follow
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guidelines and make decisions within defined parameters. The principal focus of
training is to reinforce and teach skills that can be applied immediately. The
learner will be an active participant constructing new knowledge via role playing.

Major Course Objectives

Upon completion of this course, students will demonstrate how to complete a call
using new customer service skills to meet quality assurance standards.

Learning Assessment for Course

The course assessment will consist of successfully completing a mock customer
call. The Call Quality Assurance Checklist (Appendix C) will be used to score
the assessment in a rubric format.

Course Outline
Lesson 1: Course Introduction
A. Introduction
B. Overview
C. Taking & completing a call
a. Beginning the call
b. Finding product information
c. Completing the customers order
d. Escalating calls
e. Ending the call
Lesson 2: Beginning the Call
A. Introduction
B. Phone etiquette
C. PJ Enterprises standard greeting
D. Handling dropped calls (ghost calls)
E. Learning the purpose of the call
F. Practice activity/role play
G. Review and summary
Lesson 3: Finding product information
A. Introduction
B. Learning what the customer needs to know
C. Using the new electronic product information guide to find products &
their information
D. Upsell different products to the customer based on their inquiry
E. Practice activity/role play
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F. Review and summary
Lesson 4: Completing the Customers Order
A. Introduction
B. Obtaining and entering customers billing and shipping information
C. Reviewing information with customer prior to order submission
D. Submitting order
E. Practice activity
F. Review and summary
Lesson 5. Escalating Calls
A. Introduction
B. Managing an irate caller
C. Determining when to escalate the call
D. Practice activity/role play
E. Review and summary
Lesson 6. Ending the Call
A. Introduction
B. Sharing information regarding the next catalogue release
C. Thanking customer and using a standard closer to end the call
D. Cumulative role play
E. Review and summary

Media
Realistic photos, audio, screen shots and power point slides will be used to
enhance the instructor led training. Headsets may be used to emulate a realistic
work environment.

Development Tools
The course will be developed using Microsoft Office software to include Word
and Power Point. Audio recording program may also be used to record audio for
use in the training product.

Development Time
T3I will need 400 hours to develop the course. The hours that have already been
expended to facilitate the analysis and course outline will be taken in to account.

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Support requirements
In order to complete the course, PJ Enterprises will provide Subject Matter
Expert support to support development of the most realistic training and meet the
needs of the trainees. The following items will be required:

Electronic copies of documents including an electronic copy of the most

recent catalog.

Timely Subject Matter Expert review of training materials with adequate

feedback.

Trainees will be available during the training times

Adequate training space with computers, projector, screen and speakers.

Phone headsets

Training room supplies

Printed training materials such as lesson plans and trainee guides

Ownership
T3I will maintain all training materials and will provide support for one year post
pilot. After one year, T3I, if retained by PJ Enterprises, will continue to provide
support if a mutual agreement can be made.

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

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Instructional Designer

Date

Project Manager/Sponsor

Date

Customer Service Upskill Training Design Document, cont;d.

Appendix A: Job Task Analysis

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Appendix B: Detailed Course Outline

Mins.

1.A

1.B

2.B

15

30

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Task / Topic / Key

Concept
Introduction

Welcome

Introduction of
trainer and
trainees

Overview

Review of course
scope

Lesson content
and how it relates
to individual role

Phone Etiquette

Smile

Use a strong I can

statement-

Ask permission to
gather information

Use Ms. To refer to

all female callers

Refer to the caller by

their last name

Objective

Instructional
Method

Assessment
Method

Assessment
Description

Visuals / Media
Support

N/A

Presentation of
facts

N/A

N/A

None

N/A

Presentation of
facts

N/A

N/A

PowerPoint
Slides with
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

Demonstrate
task or role play
applying
principles and
guidelines/rules

Practice or
demonstrate
task with role
play

Mock call-see
below

PowerPoint
slides.

Customer Service Upskill Training Design Document, cont;d.

Mins.

2.C

10

Task / Topic / Key

Concept
Use the standard PJ
Enterprises greeting on
every call.

2.F

45

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Practice activity/role play

Objective

Instructional
Method

Assessment
Method

Assessment
Description

Visuals / Media
Support

sections of the
Call Quality
Checklist.

Demonstrate
task or role play
applying
principles and
guidelines/rules

Practice or
demonstrate
task with role
play

Mock call-see
below

Job aid Opening

the call

Demonstrate
task or role play
applying
principles and
guidelines/rules

Practice or demonstrate task with

role play
Mock call- The trainer or SME
will act as a customer calling the
order line. For authenticity, the
caller should be out of sight
from the learner, either behind
them or place an internal call from
another location in the building.
Run through several calls,
including ghost calls. At the end,
provide feedback to the learner on
what they did well and/or where
they need improvement. Elicit
additional feedback from other
learners; this will keep the class
engaged and provide examples for
everyone to learn from.

PowerPoint
slides.

Customer Service Upskill Training Design Document, cont;d.

Mins.

3C

3E

30

15

Task / Topic / Key

Concept
Finding product
information in the new
electronic product
information guide.

Objective

Instructional
Method

Given a
Demonstration of
scenario where
Procedure:
a customer
Presentation of the
requests certain
electronic
information
product
about several
information
different
guide, its layout,
products,
and how it is
learners will
organized.
use the new
electronic
product
Modeling how to
information
use the search
guide to locate
features of the
the requested
new electronic
information in a
product
timely fashion.
information
guide to find
specific
information
about a product
quickly.
During-trainingpractice using
the electronic
product
information
guide.

Assessment
Method

Assessment
Description

Assessment Method: Application of

procedure. Learners will be asked a
series of questions where they will
have to find specific details about
various products. They will be
timed during this assessment.
Assessment Description:
1. What are the color options for
item# 118769, the 4 piece plate
set?
Answer: blue, red, black,
white, gray
2. What are the dimensions of the
Madison rug, item# 239982?
Answer: 12 x 36 x 8.5
3. What are the Charlotte
earrings, item# 615678, made
out of?
Answer: Cotton & polyester
4. Is item# 718769 machine
washable?
Answer: Yes, but on the
delicate cycle only.

5. What are the size options for

the Fresno skirt, item#
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Visuals / Media
Support

Electronic
product guide

On-line
stopwatch

Customer Service Upskill Training Design Document, cont;d.

Mins.

Task / Topic / Key

Concept

Objective

Instructional
Method

Assessment
Method

Assessment
Description

718676?
Answer: Small, Medium,
Large, Extra-Large, XXL

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Visuals / Media
Support

Customer Service Upskill Training Design Document, cont;d.

Appendix C: Final Assessment

Final course assessment will consist of a mock call using the Call Quality
Assurance Checklist that will be scored in a rubric format. The same checklist will
be used by Supervisors to do Quality Assurance Checks during regular intervals as
part of telephone operator evaluations. The telephone operators will be training to
the exact standard that will be used to assess on the job performance.

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Customer Service Upskill Training Design Document, cont;d.

PJ Enterprises Call Quality Assurance Checklist

[OR, PLJ, RD]
Telephone Operator:
Date:

Time:

Observation criteria

Circle the observed

option

Greeting

*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

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Customer Service Upskill Training Design Document, cont;d.

Observation criteria

Circle the observed

option

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

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