08 - Mod 6 Design Document Final

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.
08 - Mod 6 Design Document Final.docx
Customer Service Upskill Training Design Document, cont;d.
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 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
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.
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.
Instructional Designer
Date
Project Manager/Sponsor
Date
Appendix A: Job Task Analysis
Design 08 - Mod 6 Design Document Final.docx
Appendix B: Detailed Course Outline

Mins.
1.A
1.B
2.B
15
30
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
Demonstrate
task or role play
applying
principles and
guidelines/rules
Practice or
demonstrate
task with role
play
Mock call-see
below
PowerPoint
slides.

Mins.
2.C
10
Task / Topic / Key

Concept
Use the standard PJ
Enterprises greeting on
every call.
2.F
45
Practice activity/role play
Objective
Courtesy
sections of the
Call Quality
Checklist.
Instructional
Method
Assessment
Method
Assessment
Description
Demonstrate
task or role play
applying
principles and
guidelines/rules
Practice or
demonstrate
task with role
play
Mock call-see
below
Demonstrate
task or role play
applying
principles and
guidelines/rules
Practice or demonstrate task with

role play
Visuals / Media
Support
Job aid
Opening the
call
PowerPoint
slides.
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.

Mins.
3C
3E
30
Task / Topic / Key

Concept
Finding product
information in the new
electronic product
information guide.
15
Objective
Given a
scenario where
a customer
requests certain
information
about several
different
products,
learners will
use the new
electronic
product
information
guide to locate
the requested
information in a
timely fashion.
Instructional
Method
Demonstration of
Procedure:
Presentation of
the electronic
product
information
guide, its
layout, and
how it is
organized.
Modeling how
to use the
search features
of the new
electronic
product
information
guide to find
specific
information
about a product
quickly.
Duringtrainingpractice using
the electronic
product
information
guide.
Assessment
Method
Assessment
Description
Visuals / Media
Support
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.
Electronic
product
guide
On-line
stopwatch
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.

Mins.
Task / Topic / Key

Concept
Objective
Instructional
Method
Assessment
Method
Assessment
Description
Visuals / Media
Support
5. What are the size options for

the Fresno skirt, item#
718676?
Answer: Small, Medium,
Large, Extra-Large, XXL
10
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.
11
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
12

Circle the observed

option
Product Knowledge
Did the operator:
Provide accurate and complete information?
Y N N/A
/2
Offer alternatives?
Y N N/A
/2
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
13

Circle the observed

option
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
/30
14

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Design Document for PJ Enterprises Customer Service Upskill

Purpose of the Course

All telephone operators and supervisors are female

All have high-school diplomas or GEDs

Course Seat Time

Customer Service Upskill Training Design Document, cont;d.

Instructional Architecture/Strategy for Course

Major Course Objectives

Learning Assessment for Course

Customer Service Upskill Training Design Document, cont;d.