Design Document forSimplyOrder Training

By Weekend Warriors

Document Description This document serves to inform on design plans for the training course that is being developed by Weekend Warriors for Delightful Duds & Décor, with a detailed overview of content and structure.

Purpose of the Course The purpose of this course is to train Telephone Operators and Customer Service Supervisors on how to use the new SimplyOrder system while providing customers with high quality customer service. The implementation of the new ordering system and its improvements in product information access, coupled with training on customer service and sales techniques, will increase customer satisfaction and employee retention, helping Delightful Duds & Décor to reach its financial goals for the year.

Audience Description The audience for this course will consist of 25 full time telephone operators and four supervisors. The training audience are women whose ages range from 18 years old to 60 years old. All telephone operators have a high school level education with some having additional college education. This is the first job for many of the telephone operators.

The supervisors were formerly employed in the telephone operator position and have been promoted from within the company.

Course Description This is a one-day, instructor-led training, with multiple sessions offered, that will take place in the training room at Delightful Duds & Décor. Attendees will receive hands-on practice with the new SimplyOrder system and product information database at their workstations in the room. Instructors will also provide training on customer service skills, such as telephone etiquette, following scripts for common customer engagement tasks, completing an order, processing returns and exchanges, addressing complaints, and appropriately escalating calls to supervisors.

As attendees learn and practice the new features of the ordering system, they will also be introduced to some basic selling skills to implement as they speak with customers. Throughout the training, they will participate in role-plays and other activities that demonstrate their understanding.

Design Document

Course Seat Time The total seat time will be 8 hours.

Instructional Architecture/Strategy for Course Weekend Warriors will use directive instructional strategies to complete the trainings. The course will be instructor-led with opportunities for participation through role-plays and hands-on practice to become familiar with the SimplyOrder system. These methods will also be used throughout the course:

Demonstration

Hand-on practice

Role play with scenarios

Discussion

Formative assessments

Evaluation/immediate feedback

Major Course Objectives At the end of the eight-hour training, telephone operators and customer service supervisors will be able to:

Demonstrate good telephone etiquette.

Answer common customer questions.

Locate product information within the SimplyOrder system.

Complete an order from greeting to closing within the SimplyOrder system without errors.

Use the HEAT method to handle customer complaints.

Demonstrate when and how to escalate a customer call to a supervisor.

Use the features and benefits tool in the product information database to offer customers similar products or higher-priced products.

Modify an order without making any errors.

Complete customer product returns and exchanges according to company policy.

Learning Assessment for Course There will be no formal assessment for this training. Role play, discussion, and hands-on practice will be used to informally assess learners. Learners will receive immediate feedback based on these formative assessments.

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Course Outline Here follows an outline of the complete course at the lesson and topic level only. It provides an overview of the sequencing of the general course topics that were selected to be covered in this course. Additionally, more detailed course content and structure can be found in Appendix B.

I. Course Introductiona. Welcome and introductions

i. Ice breakerb. Mission of companyc. Telephone operators as customer service representativesd. Content overviewe. Course objectives

II. Lesson 1: Providing Customer Servicea. Lesson Introduction

i. Content overviewii. Lesson objectives

b. Using basic telephone etiquette techniquesi. Greeting customers using a script

ii. ACTIVITY: Evaluate example TO conversations for good etiquette

iii. Demonstration and practicec. Explaining policies

i. Job aid of Customer Policiesii. ACTIVITY: Complete the policy roadmap

d. Call triage: how to assess customer needsi. Think, pair, share on common customer questions

ii. Review job aid of FAQsiii. ACTIVTY: Match customer questions with correct

triage response, using job aide. Handling complaints

i. HEAT methodii. ACTIVITY: Role play handling complaints

f. Escalating call to Supervisor using a scripti. Presentation of guidelines

ii. Demonstrate common scenarios for escalationiii. Review guidelines for escalationiv. ACTIVITY: TOs role-play a call escalation

g. Closing a call using a scripth. Lesson review and summary

III. Lesson 2: Sharing Product Informationa. Introductionb. Logging in

i. Demonstrationii. Practice exercise

c. Searching for product informationi. Demonstration

ii. ACTIVITY: Scavenger hunt for product informationd. Using the features and benefits links

i. How to search by

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1. Definition of feature, benefit2. Demonstration

ii. How to describe1. Presentation of guidelines2. Demonstration

iii. How to use them to cross-sell/upsell1. Presentation of guidelines2. Demonstration

iv. ACTIVTY: Role-play with real product samplese. Lesson review and summary

IV. Lesson 3: Taking an ordera. Introductionb. Accessing customer database

i. Correcting customer informationii. Adding new customers

iii. ACTIVITY: Hands-on practice in Sandboxc. Searching for product informationd. Selecting an iteme. Providing information to customersf. Adding items to orders

i. ACTIVITY: Hands-on practice in Sandboxg. Collecting paymenth. Selecting shipping options

i. What to do if there are multiple shipping addressesi. Completing an order

i. ACTIVITY: Hands-on practice in Sandboxj. Lesson review and summary

i. ACTIVITY: Role play taking an order from start to endV. Lesson 4: Increasing Sales Volume

a. Introductionb. Using basic sales technique

i. Probingii. Confirming the need

iii. View demonstrations/examplesiv. ACTIVITY: Given example customer language, practice

probing and confirming needs. c. Upselling products

i. Add-on items, pairing discountsii. Job aid: conversation openers/example scripts for

upsellingd. Cross-selling products

i. Using product familiesii. Using features and benefits

iii. Job aid: conversation openers/example scripts for cross-selling

e. ACTIVITY: Role-play upselling/cross-selling specific itemsf. Lesson review and summary

VI. Lesson 5: Modifying an Ordera. Introduction

i. Content overviewii. Lesson objectives

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b. Instruct on policies regarding when TOs can modify an orderc. Adding and deleting items

i. Policies for doing sod. Changing payment types

i. Policies for doing soe. Changing shipping address

i. Policies for doing sof. Cancelling an order

i. Policies for doing sog. Guidelines for modifying an order

i. ACTIVITY: Given example order modification requests, decide whether it can be modified, using guidelines.

h. Execute returns and exchangesi. Policies for returns and exchanges

ii. ACTIVITY: Hands-on practice in Sandboxi. Lesson review and summary

i. Whole group review on different ways to modify an order

Media This course will use slides that contain screen shots of the SimplyOrder system. See Appendix D for examples. The course will also utilize real hands on products from the spring catalogue. Video demonstrations and audio recordings will be inserted into the slides.

Development Tools The course will be developed with:

Microsoft Office

Word

PowerPoint

Publisher

Visio

In addition, we will use the following to develop and design any video and/or audio-based scenarios:

Camtasia

Adobe Captivate

Development Time It will take Weekend Warriors 580 hours to develop the course. This includes all training materials, course facilitation, activities, and evaluations.

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Support requirements In order to complete the course, Delightful Duds and Decor management will help the Weekend Warriors in the following ways:

Access to the SimplyOrder system Allow IT staff time to consult on UX design aspects of the

SimplyOrder database Provide a printed facilitator guide to supervisors Provide any printed job aids to telephone operator

employees Provide a training room with AV equipment Assist WW with scheduling the training for both day and

evening shift employees to attend Select two supervisors to attend the training, providing

coverage for their shifts as needed Review and approve all necessary documents and edits in

a timely manner

Ownership After all training sessions have been delivered, Delightful Duds & Décor will own this course and will be responsible for making any necessary modifications or updates thereafter.

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

Jeni Johnson, Instructional Designer Date:

____________________________________Nicole Friz, Project Manager Date:

____________________________________________

Jane MacKenzie, Sponsor Date:

________________________________________

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Appendix A: Job Task Analysis

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Appendix B: Detailed Course Outline

Mins. Task / Topic / Key Concept

Objective Instructional Method

Assessment Method

Assessment Description

Visuals / Media

Support

I

NF

15 minutes

Course Introduction

Welcome and attendee / instructor intros

Ice breaker activity, “The Last Thing” game

Review company mission statement

Telephone Operator name changing to Customer Service Rep (CSR), and why

Overview of course content

Overview of course objectives

n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

III2b

JJ,

RW

8 minutes Logging in to the SimplyOrder system

Given a unique system log in and password, learners will log in and access the SimplyOrder system without supervisor support.

Demonstration of procedure. Learners will be shown how to log in using a live system. They will then be given their log in information to access the system.

Application of procedure.

Learners will independently log in to the SimplyOrder system with their log in credentials.

Screen shots of the SimplyOrder log in screen and a live demonstration version of the log in interface.

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

III2c

JJ,

RW

15 minutes

Searching for product information

Enter product number or name into the search field

Locate exact product from search results

Access additional product information through the “features” button located under the product’s main screen

Given a list of questions, learners will locate specific products and product information with 100% completion.

Demonstration of procedure. Learners will be shown the steps to searching for and locating products using a live system.

Application of procedure.

Using a scavenger hunt format, learners will locate as much product information as they can in a three-minute timeframe within the SimplyOrder system using a variety of search terms.

Sample scavenger hunt tasks include:

List the weight of product # 21843.

How many colors are offered in the Easter egg tie-dye kit?

Write the product number for a men’s waterproof jacket that comes in a safety yellow color and is available in a 2XL.

How many clear travel umbrellas can you find?

SimplyOrder database screen shots.

Job aid with steps for searching and accessing newly organized product information.

Demonstration version of SimplyOrder for learners to practice searching for products.

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

III2d1

TC,

NF

30 minutes

Searching by features and benefits

Definitions of feature and benefit:

A feature is a unique characteristic of a product. A benefit is a positive outcome that comes from using or having the product.

Typing feature or benefit keywords into Search box

Given a customer scenario, learners will be able locate a product in the system by searching by feature or benefit keyword with 100% success.

Demonstrate procedures. Learners will be shown the steps to searching for and locating features and benefits using a live system.

Application of procedure.

Learners will be given a sample product and will need to complete the following:

-Describe the product in their own words.

-List features and benefits of the product in their own words.

-Role-play with a “customer” (part-ner):

Engage the customer in conversation on features and benefits of scenario product; find similar and related products for customer in SimplyOrder;

SimplyOrder system to practice.

Features and benefits job aid--including how to search and phrases to say/questions to ask.

Guidelines Checklist handout/job aid to follow during role-play.

Product samples.

Slides with text and guiding visuals.

Example script to read through with instructor and one volunteer student that demonstrates cross-sell/upse

III2d2

TC,

NF

30 minutes

Using features and benefits to cross-sell/upsell

How to describe features and benefits:

Comment on the

Given a customer scenario, the learners will use a product’s features and benefits to prompt additional sales

Demonstrate principles.

Learners will be shown examples of how to describe features and benefits of products to customers.

Application of principle.

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

product’s feature first, leading with a positive adjective. Example: This dress is made of beautiful silk. Next, mention a benefit. Example: The linen that this throw pillow is made of makes it machine washable.

How to initiate additional sales opportunities in customer conversation pertaining to features and benefits, following guidelines:

Wait for a pause in dialog to make a comment or ask a

opportunities, following the cross-sell/upsell guidelines at all times.

Learners will be given the guidelines/principles for cross-selling/upselling and provided with a demonstration of application of the principles in a customer conversation.

and suggest additional sales. Follow Guidelines Checklist to choose appropriate feature and benefit language and prompt customer interest.

Learners playing the role of customer will give the CSR feedback regarding which responses from the CSR generated the most interest from them.

ll guidelines.

Example products for Role-play scenarios:

Product: Umbrella. Customer comment: “I love the high-end travel items from this year’s catalog!”

Product: Teapot. Customer comment: “My aunt’s entire kitchen is sort of in that Victorian-era theme.”

Product: Grocery tote. Customer comment: “Our whole family is going green and replacing disposable

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

question.

Relate the comment or question to the aforementioned product(s). Example: I love that these Easter decorations are weather-resistant so you can put them outside. Did you see our complete weather-resistant lawn decor collection?

If you sense resistance after two comments or questions, do not attempt to further engage customer.

If customer expresses interest, ask if they would like to look at the product(s).

things with reusable versions.

Product: fleece blanket. Customer comment: “Fleece is nice and soft, but it’s hard to match your pillows with it.”

Product: Robe. Customer comment: “I’m so glad you have this in plus-size!”

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III2a

NF

3 minutes

Lesson Introduction n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

If they look at the product, ask if they would like to add it to their order.

Use a positive or excited tone of voice.

Insert personal experience with product(s) when possible.

III2e

NF

3 minutes

Lesson review and summary

n/a Presentation of facts n/a n/a Slides with text and appropriate graphics

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Appendix C: Final Assessment Due to the near-transfer, hands-on nature of the content of this training, and the thorough, long-term evaluation plan in place for it, there will be no final assessment for the course.

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Appendix D: Graphics We’ve included two key SimplyOrder screenshot graphics for reference.

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