Instructor Guide

SimplyOrder + Customer Service

 

 

Instructor Information

Content Introduction

SimplyOrder training and customer service training for existing telephone operators (TOs) at Exclusive Clothes and Gifts (ECG) is intended for both day and night shift operators and supervisors. The SimplyOrder training is designed to cover the ways that SimplyOrder differs from the current order-taking software; new hires will need supplementary prerequisite training that covers the basics of the software. The customer service training, however, will be applicable and useful for all TOs. This training will focus on conflict resolution and sales techniques aimed at anticipating customer needs and wants and upselling.

 

Audience Information

The typical learner is female and interested in learning to use the ordering software so that she can quickly and efficiently assist customers and meet the call volume requirements ECG demands. She’s eager to get the first-hand experience and to use hands-on learning techniques, so be prepared to let her curiosity and enthusiasm guide her learning. Learners come from a variety of age groups, and may, consequently, be more or less comfortable asking questions and participating in role-playing activities, so keep an eye out for opportunities to encourage and create a judgement-free learning environment. Our TOs have had experience dealing with customers and taking orders, so be open to encouraging discussions and anecdotes that contribute to learning. Remember, these learners are adults and have much experience and perspective to contribute to the material; this is an invaluable resource for an instructor!

 

Training Materials

Slides will be provided for use with the LCD projector, and 10 student workstations will be in use. Each workstation will be prepared for training with a version of SimplyOrder installed. Don’t worry, this version is sandboxed, that is, it isn’t connected to the ECG ordering system, so any orders taken using these workstations won’t appear in reports or move forward to fulfillment. Mistakes are welcome; they can be used as training tools! ECG will also provide TOs with pens, pencils, and notepads to make notes on processes and techniques that they may find helpful. For many, this note-taking is an important part of learning, so make sure to allow learners to keep up. You’ll need large sticky notes for one portion of the training (also provided by ECG), and all other handouts or training materials are included in this guide.

 

Using This Guide and Helpful Tips

Remember, as a facilitator, you lead the training. This guide contains a lot of information, but don’t be overwhelmed. You may not cover every single item, or you may include more things. You may facilitate a session with highly energetic learners, or you may find yourself working hard to draw involvement out of a group. Be aware of your time limitations, but don’t restrict learners’ curiosity. For best results, consider doing the following:

      • Read through the projection slides to familiarize yourself with the material learners will see.
      • Read this guide closely to get an idea of what you may include in each session.
      • Keep this guide handy, but don’t depend on it too much; this is a guide, not a set of instructions!
      • Be familiar with the course objectives and the enabling objectives. These are the goals you are pursuing.
      • Don’t be afraid to practice!
      • Be flexible, and have fun. Learning doesn’t have to be hard.
      • Make a connection with the learners. Don’t be afraid to say you don’t know if you don’t know. Show some vulnerability. Show you care.

 

Topics

Broadly, the training will contain the following lessons which each contain a number of modules:

Lessons# of Modules
Lesson 1: Course Introduction1 module
Lesson 2: Providing Customer Service3 modules
Lesson 3: Answering Product Information Questions1 module
Lesson 4: Maintaining Customer Information1 module
Lesson 5: Taking Orders4 modules
Lesson 6: Modifying Orders1 module
Lesson 7: Review and Summary1 module

 

 

Time- Line

The total training time is 8 hours, and this includes an hour lunch and two 15-minute breaks. A suggested time breakdown follows (remember, your training may be shorter or longer in places. Don’t take this as a strict schedule!

Clock time and materialInstructional time
8 a.m.
Lesson 1: Course Introduction
30 minutes
8: 30 a.m.
Lesson 2: Providing Customer Service
15-minute break @ 10:30 a.m. approximately after Module 2 Identifying Policies and Procedures
1-hour lunch at noon approximately after Policy Review: When to Escalate a Call to a Supervisor]
195 minutes (3 hours 15 minutes)
1 p.m.
Lesson 3: Answering Product Information Questions
60 minutes
2 p.m.
Lesson 4: Maintaining Customer Information
15 minutes break
30 minutes
2:45 p.m.
Lesson 5: Taking Orders
60 minutes
3:45 p.m.
Lesson 6: Modifying Orders
35 minutes
4:20 p.m.
Lesson 7: Review and Summary
40 minutes

 

Preparation Checklist

A Week Before the Class

      • Read all the class materials including slides, the student guide, and this facilitator’s guide. Take notes on any questions you have and discuss those with your co-trainers or supervisor.
      • Make note of any activities that may require volunteers. This is so that you can identify individuals in advance and provide them with instruction on what’s expected and when they should arrive. Look for activities in the Guide with this notation:!.
      • Confirm that all student workstations start up and run the software properly.
      • Ensure that the overhead projector works properly and familiarize yourself with its operation if you aren’t already comfortable with it.
      • Contact Sam Fisher in IT if you have any problems with this equipment.
      • Ensure that you have adequate notebooks, pens, and pencils, as well as pencil sharpeners, and make sure the training room will be clean and prepared. Ensure all lights work and that the room is free of distractions.
      • Obtain a list of scheduled trainees, and send calendar invites to trainees so that they’re aware of the training date. Email all supervisors with the list of trainees and the date so that they’re prepared for the training as well.
      • Take some time to familiarize yourself with the SimplyOrder software so that you’ll be able to answer learner questions. If necessary, ask Tom Swartz to meet with you or assign someone to act as a liaison whom you can ask questions and get clarification for specific situations from.
      • Familiarize yourself with the customer service techniques you’ll be teaching. Sarah Commons, Maria Gomez, and Paula Moore can all provide information in this area, and Rosalinda Sanchez may also be able to answer specific questions related to customer service needs.

The Day of the Class

      • Power up all the student workstations and start SimplyOrder.
      • Power up the projector and prepare your slides.
      • Briefly review this facilitator’s guide.
      • Greet students as they arrive and create a welcoming atmosphere.

After the Class

Take a few minutes to make some notes about the training. What went right? What went wrong? What could you improve? What would you like to remember for next time? Keep these notes in a safe place and review them a week before your next class.

 

Unit 1: Class Overview

Time: 30 mins
Have this slide projected when the students enter the classroom. Begin your presentation promptly at 8 a.m. with slide 2.Welcome
Welcome to your training: SimplyOrder+Customer Service!


Cover these administrative details thoroughly, but quickly. The less time you spend here, the more time you’ll have to have fun in the next slide and have discussions in the following slides.Administrative Details
Your training facilitator will go cover the nuts and bolts of this training. There’s a lot of information here, so it’ll be a full day, but don’t worry, you’ll have plenty of time to catch your breath:
• You’ll have two 15-minute breaks: one in the morning and one in the afternoon.
• You’ll have an hour-long lunch.
• If you need a break, take one!


Ask your students to go around the room and introduce themselves by sharing their names, their favorite food, and the last thing that made them laugh. This is an icebreaker that can make a light mood. Introduce yourself after the students have introduced themselves, not before. Make sure they know your job is to give them the tools they need to succeed in this training and in their jobs.Introductions
Feeling comfortable and at ease in this training is our first goal, so your instructor will begin by asking you to introduce yourself to your classmates and share some fun information. If you’re shy, you can just ask to skip yourself, and that’s OK, too. If you’d like, be ready to share:
• Your name
• Your favorite food
• The last thing that made you laugh


Focus on the words “provide” and “master” when reading this out loud. This gives students a chance to learn “What’s in it for me?” This can be a valuable way to get buy-in and engage learners. Don’t rush through this section. Ask students to imagine what they might do with the skills and information they’ll learn today.Purpose of Training
This training is meant to give you the skills and abilities you can use every day to make your tasks easier and more efficient, and that should make your day at least a little more enjoyable.
We believe that making things a little more enjoyable for you will make our customers’ interactions with you a little more enjoyable, and, from a business standpoint, we all win when that happens.


Reiterate that learners are welcome to leave for water or bathroom breaks if they need to, but encourage them again to be respectful of their peers. It’s as important to let everyone know you’re interested in protecting their learning experience as it is to let them know you respect their needs.Duration of Training

Your training will last all day, and, as a result, you’ll be off the phones all day.


Allow learners to take a few moments to read the information on this slide. Don’t read this out loud for your learners. Then ask them whether this is information they need to know or skills they think they’ll be able to use. Why, or why not? Remember, asking open ended questions (questions that don’t have a yes or no answer) can start discussions and encourage learning.Content Introduction

We have a lot of great techniques and information for you today:
• Phone etiquette
• Answering questions and locating and providing product information
• The AAA Customer Service method
• Solving issues
• Dealing with difficult customers
• Getting help from supervisors


Reiterate that break one will be during Lesson 2, and lunch will be before the role-playing exercise that wraps up Customer Service training.

Start a discussion by asking learners why they think customer service training takes longer than other lessons.

Reiterate that the second break will come after Lesson 4.
Agenda for the Class

The training will be broken into two sections: SimplyOrder use and Customer Service. There will be seven lessons. You can see the detailed breakdown below.

Ask learners what these course objectives mean to them, and start a discussion if you can.

Learners learn better when they know what they’re expected to learn.
Course Objectives

When we’re done, you’ll be able to:
• Take and modify orders using the SimplyOrder system and maintain customer information including billing and shipping information with no errors.
• Answer product information questions posed by customers and provide appropriate product information using cross-selling and upselling techniques.
• Navigate calls using appropriate greetings and closings and applicable ECG policies and procedures.
• Implement customer service approaches to handle difficult or non-satisfied customers, including identifying when a call should be transferred to a supervisor.

Try asking a question of your own: What do you hope to gain from this training? Often, learners will be reluctant to ask questions, especially this early in the training.

Remember, it’s OK to say “I don’t know.” It’s good to follow that with, “but I’ll find out for you,” though.
Questions

Questions are a part of learning, so don’t be afraid to ask! Remember, there are no dumb questions. In fact, one of your classmates may be wondering the same thing!

 

Lesson 2: Module 3: Working with Difficult Customers

Time: 1hr 25mins
Introduce the topic of working with difficult customers by sharing your own story of a good or bad customer experience you had as a customer.

Prepare specific examples of what made the experience good or bad.
Introduction

As Telephone Operators, you serve as the face and voice of ECG; how the customer feels about their interaction with you, informs how they define their overall experience with ECG.
It’s inevitable that Customers will, at times, be dissatisfied, lose their cool, and act out their frustrations. When responding you have an opportunity to change their experience going forward.
In this lesson, you’ll learn an approach to working with the dissatisfied or difficult customer, while keeping calm and focused on solutions.


Ask learners to think about examples of good and bad customers service and encourage them to share them. Draw specifics out of their stories when possible such as “You said the representative interrupted you and that made you upset, right?”

Write statements and characteristics on the sticky notes provided. Highlight characteristics that address listening and being sympathetic
Your experience receiving customer service

Not only do you work in customer service, but you regularly experience examples of both “bad” and “good” customer service.
Think about a recent terrible customer service experience – what made it “bad”?
Think about a recent great customer service experience - what made it “good”?


Review objectives and what they will be expected to learn. Ask individual students to read aloud each bullet point from their Student Guide.

Note: AAA is pronounced “A-A-A,” not “Triple A.”
Objectives

In this lesson, you’ll learn the AAA customer service method to provide ECG customers with a positive experience every time. You’ll do this by:
• Accurately identifying the components of the AAA method
• Demonstrating the application of each component of the AAA method through the use of role plays


The AAA Customer Service Method
Tell them that the AAA approach originated from Apple and Ritz Carlton Hotels, and the approach has two main parts: managing the person and managing the issue.

Focus on the words person and issue – there’s a distinct difference in the following steps.
Introduction – Overview of the AAA Approach

The AAA customer service method or approach was pioneered by Apple and Ritz Carlton Hotels, companies are known for their consistently excellent customer service.
The AAA approach provides guidance on how to both manage the person (the customer) and the issue (their complaint or problem).


Ask a student to read allow the “Betsy Thomas” customer example from the slide. Example complaint

Let’s breakdown each component while keeping in mind this example client issue.


Explain that the first two A’s – Acknowledge and Align, are focused on managing the person.

Define Acknowledge – which means to acknowledge that the customer concerns are reasonable and valid.
Read aloud the Acknowledge example statement from the slide.

Ask students if they would feel their concern was acknowledged if they were Betsy. Why or why not?

Define Align – which means to align or agree with the customer that you would feel similarly.

Read aloud the Align statement example from the slide.

Ask students if they would feel aligned with if they were Betsy. Did the example statement make them feel like the rep understood them? Why or why not?
Managing the Person: Acknowledge and Align

The first and second A are approaches to managing the person.
The first A is for Acknowledge, as in acknowledging that the customer’s concerns are valid.
Review and listen to the example statement for Acknowledge.
The second A is for Align, as in aligning or agreeing with the customer that you would feel similarly.
Review and listen to the example statement for Align.


Expain that the third A is for Assure, which is focused on resolving the client’s issue to their satisfaction.

Define Assure – which means to align or agree with the customer that you would feel similarly.

Read aloud the Assure statement example from the slide.

Ask students if they would feel assured the issue would find a resolution if they were Betsy. Did the example statement seem like the rep would find a solution? Why or why not?
Managing the Issue: Assure

The third A is for Assure, as in assuring the customer that you be able to resolve their issue to their satisfaction.
Review and listen to the example statement for Align.




Tell them that they will listen to an interaction between a Telephone Operator and Customer and they will be provided a transcript of the discussion. Using the transcript they should circle the phrase that they think best demonstrates an AAA component.

Play the audio file (select the Audio icon to play directly from the PowerPoint slide)

Script
TO: Good morning. Thank you for calling ECG. How can I help you?
CU: I ordered the zodiac rug, I just loved the moon design…but when I unrolled it, it stank like a skunk! I left it outside for 2 days and I just can’t get that stench out!
TO: We’ll take care of this right away. I’m hearing that there’s something wrong with the rug you ordered, the zodiac model…
CU: You bet there is!
TO: oh yes, I completely understand. I had the same thing happen with a printed t-shirt I ordered – something with the ink make it super smelly.
CU: I mean, this thing smells like a wet dog. It’s pretty gross. To be honest, I’m a little afraid it could get my family sick..
TO: We certainly don’t want that and appreciate you calling us so we can fix this. I can send you out a return label overnight so you can roll it back up and get it out asap. I’ll also make a note in our system to look into this vendor – this doesn’t sound right.
C: thank you, yes, that would be great.
TO: Is there anything else I can help you with? Because you mentioned the zodiac, did you see that zodiac fleece blanket in the new catalog? We could offer you a discount on your next order, I only mention this because we really do aim to please our customers and your experience with this rug is not what we think of as the ECG experience….” (fade out)


Example statements

Acknowledge:
“I’m hearing that there’s something wrong with the rug you ordered”

“…we certainly don’t want that and appreciate you calling us so we can fix this”

Align:
“oh yes, I completely understand. I had the same thing happen”

Assure:
“We’ll take care of this right away. “
“…. we can fix this. I can send you out a return label overnight so you can just roll it back up and send it back. I’ll also make a note in our system to look into this vendor – this doesn’t sound right.”

“We could offer you a discount on your next order”

Worksheet
Listen to an example interaction between a TO and Customer. Mark down when you hear AAA, by writing down or paraphrasing the statement that reflects the component:

Acknowledge:


Align:


Assure:

Ask for example statements for each component.

Note: If needed, ask questions to solicit input - for example, say
“when you heard the TO say -
“I had the same thing happen” - which A does this reflect?
Highlight these two points in the discussion
1) the order of the statements may not always follow acknowledge – align- assure (for example – the TO first responded with an Assure statement”
2) one statement could reflect more than one A - for example:
“we certainly don’t want that and appreciate you calling us so we can fix this” is both Acknowledge and Assure
Exercise – Spot the “A”

Listen to the example scenarios and write down on your checklist if the statements accurately reflect either Acknowledge, Align, or Assure.

Ask students what questions they have about this introduction to AAA.

Explain that we’re now going to transition to exploring the steps more in depth.
Debrief and Review

Is anything unclear?
Do you have any questions before moving on?
Managing the Person (in detail): Acknowledge and Align
Explain that we’re now going to explore these concepts further.

Explain that Acknowledge is based on using a technique called “Active Listening” which means to show the person that you’ve heard what they said by repeating back what they’ve said.

Describe that this is implemented by paraphrasing, or putting into your own words that you’ve heard them say.

Ask for a volunteer to read the bullet “What to say” and ask for an example from the audience for similar statements.
Introduction and Acknowledge

We’re going to explore these concepts a little further.
Acknowledge involves:
• Active Listening, or reflecting back what the person says
• How to implement: This often involves paraphrasing what the person has said – or putting into your own words what you hear them saying is their issue.
• What to say: These statements are characterized by phrases that signal that you understand what they are saying, like “it sounds what you’re saying is…” Or “what I hear you saying is...”


Explain that Align is based on tapping into your empathy for the situation or how you had or could feel similarly to they are.

Describe that this is implemented by relating to a similar experience you may have had or by imagining what you would feel if you had to experience the same thing.

Ask for a volunteer to read the bullet “What to say” and ask for an example from the audience for similar statements.

Align involves:

• Empathy, or putting yourself in your customer’s shoes
• How to implement: Think about a time when you experienced something similar OR how you would feel if you were experiencing what they are
• What to say: These statements are characterized by phrases that signal you’re connecting to what their saying, like, “I had that happen to me before” Or “ I would feel (however they’re feeling) too if that happened to me”

Explain that they will now have an opportunity to practice using Acknowledge and Align.

Tell them that they will be paired up and will take turns playing the Customer or Telephone Operator. They should play the Telephone Operator at least three times.

Go over the instructions:
- As the Telephone Operator, they should listen to the complaint and practice using Acknowledge and Align statements.
- As the Customer, they will read the example complaint and complete the provided checklist to mark off Acknowledge and Align statements to write down the phrases the TO used.
- Explain that they don’t need to write the TO response verbatim, but try to capture the few words that best reflect Acknowledge or Align

Distribute the customer example cards and checklists. Set aside reserve cards for pairs that may finish quickly.

Pair up the groups. Ask if anyone has questions regarding the activity before they begin.

Customer example cards with example Acknowledge and Align AA responses
1) Complaint: “The arm was broken off the porcelain doll when it showed up - now what am I supposed to do?”
AA: “I understand that when the doll arrived, the arm was missing. I would be disappointed too if something special I ordered showed up broken”

2) Complaint: “It took 2 weeks for the diamond necklace to get here – I missed my sister’s birthday!”
AA: “it sounds like you had ordered the jewelry in advance, but it wasn’t delivered on time. I’ve had that happen before with an order and delivery and missed Mother’s Day.”

3) Complaint: “The lamp was the wrong color – this is not what I call gold ”
AA: “The lamp you received is not the “gold” color you thought it would be. I can relate – I ordered a blue dress once that was definitely not blue”

4) Complaint: “The Christmas sweater I ordered was too small and no way am I a size bigger than Medium”
AA: “Ok – yes, it sounds like there is something not right with the sizing of the Christmas sweaters. I’ve experienced that too with shirts running very small”

5) Complaint: “I only ordered one pair of curtains – I need two more”
AA: “I’m hearing that you need to do a quick reorder on an item in this order. I’ve done that before when I found something I loved online!”

6) Complaint: “the 50-piece train puzzle only had 49 pieces”
AA: “That’s so frustrating; it sounds like not all the pieces were in the box, correct? I’ve had that when putting together a shelf from Ikea and it’s so difficult to get to that point.”

7) Complaint: “there was a chip in this commemorative plate. I ordered it for my grandpa”
AA: “I’m so sorry to hear that the item you ordered was damaged. That’s no way for a gift to be given; I’ve had that happen in shipping items before too.”

8) Complaint: “this evergreen wreath must have shed while being delivered -it looks like the Peanuts Christmas tree at this point”
AA: “It sounds like the item didn’t show up the way it was described, right? I ordered a dress once and it wasn’t until it showed up that I realized it was in doll sizes.”

Checklist

Listen to the TO address your complaint.
For each interaction, indicate what language was used to demonstrate:
Acknowledge:
Align:

Circulate in the room, listening to the role plays. Only provide in-the-moment feedback for crucial errors.
Exercise: Acknowledge and Align – Role Play

Now it’s your turn to practice responding to complaints using Acknowledge and Align.
Role play with a partner to act as the Customer or Telephone Operator using the example customer complaints provided by the Instructor. You each should play the Telephone Operator at least three times (but you’ll be given more example complaints if you have extra time).
As the Telephone Operator: Practice using Acknowledge and Align statements in response to the customer’s complaints.
As the Customer: Use the checklist and mark off each time Acknowledge and Align statements are used by the Telephone Operator and write down phrases used. Give the completed worksheet to the TO.

Ask students about their experience in the role play and to provide example Acknowledge or Align statements used.

Listen for use of terms like “It sounds like” or “ I had that happen too”

Discuss as a group any actual ECG scenarios that may have come up in the past. Ask for example Acknowledge and Align statements that could have been used.

Ask if anyone has any questions before moving on.
Debrief and Reflect

How easy or difficult was it to Acknowledge or Align with the customer complaints?
Can you share a past experience you may have had with an ECG customer complaint? Share with the group and discover new Acknowledge and Align statements.
Do you have any questions?
Managing the Issue (in detail): Assure
Explain that Assure has two parts to it – coming up with a solution and assuring the customer that you will solve their problem.

Describe that you implement this by referring to the ECG policies which provide guidance on how to act depending on the situation.

Explain that you will go over these policies in a few minutes in more detail.

Ask for a volunteer to read the bullet “What to say” and ask for an example from the audience for similar statements.

Focus on the phrase “you will take care of it.” It’s important that customers know TOs will take action regarding their concerns.
Introduction and Assure

The Assure step means both coming up with a solution and assuring the customer that their problem will be solved.
How to implement: The solutions should be within ECG policies (these will be addressed on the next slide). Once you understand the nature of their problem, use ECG policies to determine the best course of action.
What to say: Assure statements are characterized by explaining to the customer what you can do to address their problem and by signaling the urgency in which you will take care of it. “What I can do is” and “I will take care of this ASAP.”


Review ECG policies regarding solutions to customer concerns (policies are listed on the slide) –

Ask for volunteers to read the bullets under “What Telephone Operators can offer to dissatisfied customers on their own” and “When Telephone Operators need to transfer a call to a supervisor”. Confirm that this is in line with their understanding of procedures.

Reiterate that a later module will cover in depth transitioning calls to supervisors but knowing the criteria for transfer is important.
Solutions within ECG policies

There are a few steps you can take on your own when addressing customer complaints. These include:
• Offering free shipping on returns
• Up to 10% discount on a future order
If the customer is not satisfied with these, or if their issue falls within the following, you are required to transfer the call to your supervisor:
• Returns on items over $500
• If the customer demands it after your initial attempt to address the issue


Tell them that it’s their turn to practice coming up with proposed solutions using Assure statements.

Explain that they will be grouped into threes to take turns playing the Customer, the Telephone Operator, and the Observer.

Go over the instructions:
- As the Customer, they will read the example complaint.
- As the Telephone Operator, they should listen to the complaint and practice coming up with a proposed solution and use Assure statements.
- As the Observer, complete the provided checklist to write down the solution and Assure statements used by the Telephone Operator.

Distribute the customer example cards. Set aside reserve cards for groups that may finish quickly.

Example Complaints (these reuse the cards from the Acknowledge and Align activity)
1) Complaint: “The arm was broken off the porcelain doll when it showed up - now what am I supposed to do?”
Solution: return and replace
Assure: “We’re going to take care of this issue and ship out a free return label for the old product and send you a new one ASAP.”
2) Complaint: “It took 2 weeks for this diamond necklace to get here – I missed my sister’s birthday!”
Solution: Transfer to supervisor (this item is over $500)
Assure: “We can take care of this ASAP for you – I’m going to transfer you to my Supervisor who can help you with this item”
3) Complaint: “The lamp was the wrong color – this is not what I call gold ”
Solution: Free return and offer 10% off future order
Assure: “We’ll send out a free return label to ship the lamp back to us and I’ll go ahead and give you a 10% off code to use on a future order.”
4) Complaint: “The Christmas sweater I ordered was too small and no way am I a size bigger than Medium”
Solution: Return and offer replacement
Assure: “We can go ahead and get a replacement size shipped out to you if you’d like as well as send you a free return label to send the current one back.”
5) Complaint: “I only ordered one pair of curtains – I need two more”
Solution: Quick reorder based on customer profile
Assure: “I’ll go ahead and place a quick reorder on this item based on your same address and shipping preferences if that’s ok with you.”
6) Complaint: “the 50-piece train puzzle only had 49 pieces”
Solution: Return and offer replacement
Assure: “We’ll ship out a replacement puzzle today and I’ll send you a free return label for the defective product.”
7) Complaint: “there was a chip in this commemorative plate. I ordered it for my grandpa”
Solution: Return and replace
Assure: “I’ll send you a complimentary return label for the damaged product and ship out a replacement plate so you can gift it to your grandpa.”
8) Complaint: “this evergreen wreath must have shed while being delivered -it looks like the Peanuts Christmas tree at this point”
Solution: Return and offer replacement
Assure: “We want to make this right and send you a free return label for the product and if you’d like, send you a replacement free of charge.”


Divide up the groups into 3s quickly. Ask if anyone has questions regarding the activity before they begin.

Circulate in the room, listening to the role plays. Only provide in-the-moment feedback for crucial errors.
Exercise: Solutions and Assure – Role Play

Now it’s your turn to practice coming up with proposed solutions and Assure statements.
Working in groups of three, practice playing the role of the customer and the Telephone Operator, with one observer.
• When playing the Customer: Tell the Telephone Operator your issue based on the scenarios provided.
• When playing the Telephone Operator: Listen to the customer’s complaint and come up with a proposed solution, using Assure statements.
• When playing the Observer, use the provided checklist to note the proposed solutions and Assure statements used by the Telephone Operator.


Ask students about their experience in the role play and what they may have noticed when they played the Observer?

Discuss as a group any actual ECG scenarios that may have come up in the past. Ask for example Assure solutions and statements that could have been used.

Ask if anyone has any questions before moving on.
Debrief and Reflect

• As the observer, did you notice anything different from when you were the Observer?
• Can you think of a prior situation with an ECG customer – what was their complaint and how would you handle it now using solving and Assure?
• Do you have any questions?
Bringing It All Together
Tell them that they’re now ready to pull all the pieces together and will do a role-play of the full AAA method.

Explain that they will be paired up with a volunteer so that they can play the Telephone Operator three times. Volunteers should be briefed in advance so that they know what’s expected.

Go over the instructions:
- As the Telephone Operator, they will practice hearing a customer issue and going through the AAA method to address the issue.
- The Customer will present the example problem and complete a checklist to track use of the AAA method. The customer will also provide a brief summary statement (similar to a “yelp”-like review) to describe their experience working with each Telephone Operator.

Distribute three customer example cards to the volunteers/supervisors.

Pair up the groups with volunteers or supervisors quickly. Ask if anyone has questions regarding the activity before they begin.

Coordinate volunteers so that each Telephone Operator is paired up with a customer after they complete a role play.

Customer Example Cards:
Example scenario 1: Sheila is an occasional customer of ECG. Her most recent order included birthday presents for her niece (two wooden puzzles and a children’s size 9 party dress). She immediately calls ECG upon receipt of her order as she is adamant that she ordered a size 6; the order in the system indicates it was ordered online by the customer as a size 9.

Each learner should generate a response in their own words but here’s one sample AAA Response for reference: “I understand how frustrating it is to get one thing when you were expecting another. I once ordered shoes online and didn’t realize the sizing was in child sizes until I opened the box! We’d like to go ahead and ship out a size 6 dress to you as well as email you a free return shipping label for the size 9 model.”

Example scenario 2: Morgan is a first-time ECG customer and ordered a set of 12 Christmas-themed plated during the Black Friday marketing campaign. 2 of the 12 were damaged in shipping and she’s very disappointed as she wants to use them next week for a family meal.

Example Scenario 3: Karen is a regular customer with ECG and places at least one order per seasonal catalog. She ordered a pearl and gold necklace ($599) but found that it didn’t look how she would have liked and wants to return it.


Introduction and Exercise – Role Play

You’re now ready to bring it all together by practicing using the full AAA method from start to finish using Acknowledge, Align, and Assure statements.
You will be paired up with volunteers so you can do at least three role-plays as the Telephone Operator using the full AAA method.
The “customer” will complete a checklist to indicate statements you used under each component (Acknowledge, Align, and Assure) and your proposed solutions.
After you’ve run through your first role-play your instructor will send over another “Customer”.
You’ll receive the completed worksheets after your third role-play.


Circulate in the room, listening to the role plays. Only provide in-the-moment feedback for crucial errors.

Distribute completed worksheets
Introduction and Exercise – Role Play, cont’d
Ask students about successes and opportunities from the activity.

Ask students to do a self-review and to take out a piece of paper and to write down on a scale of 1 – 10 how comfortable they are feeling with the AAA method. One is not comfortable and 10 is very comfortable.

Ask them to close their eyes and to lift up their paper so that they can share with the instructor how they’re feeling and not the rest of the class.

Review the self-scores that students give themselves; make note of lower levels of comfort to check back with them at the end of day to determine if additional practice may be helpful with their Supervisor.

Remind them that each call is a new opportunity to practice AAA and there will be more opportunities throughout this training day as well.
Debrief

How easy or difficult was it to do the full method?
On a scale of 1 – 10, write down on a piece of paper how comfortable you’re feeling using this method (1 being not comfortable and 10 is very comfortable).
Close your eyes and lift up your paper.
Either way, there will be opportunities to practice this approach throughout the day.


Review
Recap the AAA method and its success stories at Apple and Ritz Carlton Hotels.

Check in with learners about questions regarding this specific module.
Review

In this lesson, we went over the AAA customer service method and each component in detail
• Acknowledge
• Align
• Assure
What questions do you have before we move on?

 

Lesson 5: Module 2: Taking the Order

Time 65 mins
Introduction
Tell them that they may know how to take orders in the old system but there are some key differences in the SimplyOrder system that they need to learn. Introduction

Now, we’re going to get into how to take orders using SimplyOrder, the new system that will roll out soon.

Although you may already be skilled in taking orders, there are key differences to the order taking process in the new system (SimplyOrder).


Provide the learners with an overview of the lesson. Keep it short, but stress that each section of the lesson has important parts that will benefit their success.Overview

This lesson will be broken into four parts. Each part will have important information for you to remember, as well as simple tasks for you to master. So without further ado, you’re going to do the following:

• Watch a live demo of the SimplyOrder system
• Name the procedural steps for using SimplyOrder
• Practice using SimplyOrder
• Prove you can navigate the new system with ease



Remind them also that taking an accurate order is the first step in keeping customers happy.Purpose of the Session

It is important to get the customer’s order right. Not only will it increase customer satisfaction, it will also lead to a more efficient workflow. This will make everyone happy.

So, in the next few minutes, you will learn how to take an order using the new SimplyOrder system and edit details, like size/color/quantity.


Demonstration of SimplyOrder
Tell them that you want them to concentrate on the differences between the new SimplyOrder system and the system they used in the past.

Go over the instructions for the task, telling them to write down the differences they notice.

Give them a quick example to ensure they’re noticing the kinds of details you want them to pay attention to.

Recruit a volunteer to play the role of the customer for the Live Demo. The volunteer can remain seated or stand, as they wish.
Demonstration of SimplyOrder

You’re now going to watch a live demo of the SimplyOrder system. The system will look a little familiar to you, but the differences are very important.

While you watch the demo, please jot down at least three differences that you see. If you notice more than three, that’s great! Write those down too!

For example, if you notice a new input field or button, or a different order of doing something, please take note of it.

For the demo, I need a volunteer. Who would like to roleplay the customer in our live demo? There’s no pressure. All the lines you’ll need are provided.

After the demo, we’re going to discuss the key differences you found. Ready? Let’s roll!


Give the volunteer a brief moment to familiar themselves with the written script.

Explain to the class that you will play the role of the TO and the volunteer will play the role of the customer.

Display the SimplyOrder computer screen.

Ensure that all learners can see and see the screen.

Emphasize the screen and be intentional with your clicks and screen inputs. The learners will be listening to the order, but their focus should be on the SimplyOrder system.

Read the following with the volunteer:

TO: Hello, thank you for calling Exclusive Clothes & Gifts. This is [insert trainer’s name]. How can I help you today?

CU: I was just looking through your new catalog, and I’m interested in the striped one-piece bathing suit. Does it come in a small?

[TO clicks into Product Database and begins searching for the striped one-piece bathing suit.]

TO: Thank you very much for your call today. I’d love to help you with that. Let’s see… the striped one-piece bathing suit… yes, it does come in a small, and we have one available. Would you like me to get an order started for you?

[TO checks availability of requested size detail.]

CU: Great! Yes, please.

TO: Alright. May I have your first and last name, please?

[TO clicks into Customer Search field]

CU: Ok, my name is Claire Huxtable.

[TO searches customer name and brings up customer account. This is the first step to beginning an order.]

TO: Thank you, Ms. Huxtable. I’m going to start your order now with that small striped one-piece bathing suit. Is there anything else I can do get for you?

[TO clicks the Start Order button. This is the second step of taking an order.]

[TO adds the product to the order. This is the third step.]

[TO edits the details to select the size & quantify to the order.]

CU: Well, now that you mention it, I need a new sun hat too.

[TO searches the Product Database to retrieve the added product number.]

[TO adds the additional product to the order.]

TO: Sounds like you’re getting ready for summer! I’ll add our sun hat to your order. Will that be all for you today?

CU: Yeah, I think that’ll do it for me today.

TO: Thank you very much for your order. We’ll get that finalized in just a moment… [fade out]
Live Demo

Allow the learners to speak with a partner about the things they noticed.

Give them about 3~5mins to speak with a partner. This kind of peer-to-peer discussion is valuable for the learners to share information with one another. The low stakes exchange allows them to test ideas on each other. This can boost the learners’ confidence by getting peer approval.

Circulate around the room to help where needed. This will keep the learners on task and provides opportunities for learners to ask questions or make comments in a lower stakes environment when the whole class is not listening.
Discussion

Now, take a few minutes to talk to the person next to you about the differences you noticed.

Did you notice the same things? Did you catch something else? What stood out to you?


Elicit the key differences from the learners. This is an opportunity for them to demonstrate their area of expertise.

Write the learners ideas on the whiteboard. This will serve to confirm the learners’ ideas & boost confidence & engagement.

Show the learners the key difference on the slide after they’ve had a minute to tell you about the differences they noticed.

Go over the differences listed on the slide. Odds are the learners have already mentioned all of these, so keep it brief. This is simply to confirm what the learners have already said.
Discussion

Now that you’ve had a minute to talk with a partner, let’s hear some of the difference you noticed.

What are some of the key differences you and your partner talked about?


Procedure for SimplyOrder
Elicit the procedural steps for using SimplyOrder.

Use gestures and/or body language to mark the steps. Hold up fingers to count “Step 1,” “Step 2,” or physically move locations in the classroom to help learners visualize the “steps.”
Procedure for SimplyOrder

Okay, now that we’ve seen SimplyOrder in action and talked about some of the big differences it has with your previous system, let’s go over the step-by-step procedure for using SimplyOrder.

What’s the first thing the telephone operator did to take the order?

What’s the next thing the TO did?

Can you name all the necessary steps of taking an order?


Show the learners the steps on the slide. Be brief, as again, they’ve already given you the information. This is simply to confirm it & quickly review it.

Emphasize the steps as you’re going over them.
Procedure for SimplyOrder

Y’all are doing great! Let’s quickly review the steps before we move on to our practice.

Step 1- look up the customer account
Step 2- Start the order
Step 3- Add products to the order
Step 4- Add details (quantity, size, color)
Step 5- if necessary, repeat steps 3 & 4

Practice SimplyOrder
Allow the learners time to start the SimplyOrder sandbox program.

Tell them they will enter three orders. Each order will provide gradual practice familiarizing them to the new system.

Circulate around the room to assist where needed as the learners are inputting their first orders in using the new system.

Allow for enough time to input the order, but keep things moving. This should be a relatively quick process.

Reveal the bullet points on the slide as you give the verbal order.
Practice SimplyOrder

Now that you’ve seen the new system and gone over the procedural steps, let’s practice using it!

Let’s get our computers booted up with the SimplyOrder sandbox.
Your trainer will give you three basic orders to enter into the SimplyOrder System.

Let’s start with an easy one and make sure we’re familiar with the system.

• “My name is John Rambo, and I want a red bandana.”

Cool, now that you’ve got your first order under your belt, let’s try a slightly different order. This time you’ll edit details.

• “My name is John Rambo, and I want 2 bowie knives.”

Alright, now that you’ve got your sea legs under you with this new system, let’s do one more together. This time you’ll have to edit details and add more products. Ready?

• “My name is John Rambo, and I want a first aid kit and 2 large Hawaiian shirts.”

Y’all are doing excellent. I think you’re ready to take this practice to the next level.


Roleplay SimplyOrder
Explain the directions to the Roleplay activity.

Emphasize that they should only use customer names & products listed on the slide.

Tell them to treat this like an actual scenario and ask questions about the products’ details (size, color, quantity).

Circulate around the room to assist where needed while learners are roleplaying.
Roleplay SimplyOrder

With a partner, you’re going to roleplay taking and placing orders. One of you will be the TO and the other the customer.

Each of you will take at least 2 orders and give at least 2 orders.

Use only the customer names provided on the slide. These customer accounts are already inside the SimplyOrder Sandbox, so you don’t have to add any account information.

Also, for your order, please use only the new products listed on the slide. These are actual products from the newest catalog. When it comes to adding details, this is your chance to practice looking up product information.


Discuss the role play when they’ve finished.

Tell each of them how they did from the standpoint of the accuracy of the order.

Ask what was the easiest part.

Ask what was difficult.

Ask the customers to give feedback to the servers about:
• Customer service overall
• Answering questions

Ask what questions they have.
Roleplay Discussion

What was the easiest part of the role play?

What was most difficult?

What feedback do our customers have to give?

Ask for feedback from your instructor.

What questions do you have?

Assessment
Explain the assessment activity.

Say the following order aloud. Say it clearly, but not too slow. It should resemble the cadence of a normal telephone order:

• “My name is Dany Targy. I want a blonde wig, 2 toy stuffed dragons, and 1 small, black leather dress.”
Assessment

Alright, now that you’ve seen the new system, practiced with it, and had a few minutes to play with it, it’s time to show us how well you can navigate it.

Your trainer will give you one last order. This is your chance to show your true abilities using SimplyOrder.

Your trainer will give you a verbal order, and you will input it into SimplyOrder. Are you ready?


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