Simply Service Training

for Best Products, Inc.

© 2018 Best Products, Inc. All Rights Reserved.

Simply Service Training Table of Contents Page i

Table of Contents

Instructor Information ..................................................................................... iii

Content Introduction .........................................................................................................iii
Content Details .................................................................................................................iii
Audience Information .......................................................................................................iii
Time-line .......................................................................................................................... iv
Materials and Equipment ................................................................................................. vi
Training Environment ...................................................................................................... vi
Tips for Facilitation .......................................................................................................... vi
Preparation Checklist ......................................................................................................vii
Module 1: Class Overview .............................................................................. 1
Module 2: Locating Products in the SimplyOrder System ............................ 5
Introduction ....................................................................................................................... 5
Getting Started ................................................................................................................. 7
How to Locate Products ................................................................................................... 8
Practice Locating Products ............................................................................................. 12
Activity 1 - Practice Locating Products ........................................................................... 13
Locating Products (Con’t) ............................................................................................... 14
Activity 2 - Scavenger Hunt ............................................................................................ 15
Review and Summary .................................................................................................... 16
Module 4: Using Excellent Customer Service Etiquette ............................. 17
Introduction ..................................................................................................................... 17
Overview of Customer Service Principles ...................................................................... 20
Using Customer Service Call Scripts ............................................................................. 25
Job Aid: Best Products Inc. Call Center Scripted Phrases ............................................ 25
Using Customer Service Call Scripts (Cont’d) ............................................................... 28
Handling Customer Requests and Questions ................................................................ 29
Activity 3 - Role-Playing Activity ..................................................................................... 31
Role-Playing Scenario Peer Review Form ..................................................................... 33
Review and Summary .................................................................................................... 35

Page ii Instructor Information Simply Service Training

Instructor Information

Content Introduction
The Simply Service training for Best Products, Inc. will be provided to telephone operators and call center
supervisors to build knowledge and skills that will enable them to confidently perform their jobs. Teaching the
operators and supervisors to be proficient in their use of the SimplyOrder system as well as proper phone etiquette
will help reduce call times and decrease poor customer service ratings, with an end goal of increasing sales.

Content Details
The course is designed to provide the training in an order similar to the actual business process. The course is
focused on hard skills (or procedural lessons) in the initial lessons, and soft skills (or principle-based lessons) are
the focus of the last modules. The training is intended to build skills and confidence as the attendees work through
the modules.

Module List
Module 1: Course Introduction
Module 2: Locating Products in the SimplyOrder System
Module 3: Entering Orders in the SimplyOrder System
Module 4: Using Excellent Customer Service Etiquette
Module 5: Handling an Escalated Customer Call
Module 6: Bringing it All Together

Audience Information
The audience for the Simply Service training includes telephone operators and call center supervisors. Both roles
will attend the same training. The training will be limited to 10 attendees at a time due to training room size.
 Best Products, Inc. Call Center Telephone Operators:
 Twenty-five call center telephone operators total
 Primary responsibilities are to answer customer calls related to existing orders or to enter a
new order into the system
 Average 2-10 months of service at the company and are scheduled for eight-hour shifts
 All are female and range in ages from 18 to mid-60s, with the majority being under 35 years
old
 Completed high school, some have completed college level-courses
 A first job for many
 Best Products, Inc. Call Center Supervisors:
 Four call center supervisors
 In addition to telephone operator responsibilities, handle all call escalations when operators
cannot complete customer requests
 Average 2-6 years of service with the company and are scheduled for eight-hour shifts

Simply Service Training Instructor Information Page ii

  Prior call center operators
 Have been promoted based on their exceptional customer service skills and ability to use the
order entry system
 High school-level education

Time-line
The course should take approximately 8 hours. The timeline below has been developed based on the material to
be covered and the audience. A schedule is provided for scheduling the course.
Topic Minutes Time
Module 1: Course Introduction
A. Introduction & Overview 5 _______to _______
B. Company Values 5 _______to _______
C. Course Implications 5 _______to _______
D. Course Objectives 5 _______to _______
Total for Module 1 20 _______to _______
Module 2: Locating Products in the SimplyOrder System
A. Introduction 10 _______to _______
a. Overview of SimplyOrder System _______to _______
b. Importance of accurate and efficient searches
B. Getting Started 15 _______to _______
a. Logging on
b. Locating the category navigation
c. Locating the Search field
C. How to Locate Products 45 _______to _______
a. Search by product number
b. Search by product description
c. Search by catalog page number
d. Using the product category navigation
D. Finding a Product 10 _______to _______
a. Demonstration: instructor demonstrates each method of locating a
product in the system
b. Exercise: Learners will complete a scavenger hunt measuring
efficiency and accuracy of using the category navigation and search
feature
E. Review and Summary 10 _______to _______
Total for Module 2 90 _______to _______

Break 15 _______to _______

Module 3: Entering Orders in the SimplyOrder System

A. Introduction 5 _______to _______
a. Review of SimplyOrder System
b. Importance of accurate and efficient data entry

Page iv Instructor Information Simply Service Training

 B. SimplyOrder Product Order Overview 10 _______to _______
a. Review product hierarchy and categories
b. Basic Screen Navigation and Shortcut Keys in SimplyOrder
C. Entering an Order in SimplyOrder 20 _______to _______

a. Screen Navigation and shortcut keys used for entering an order

D. Practice ordering in test database 15 _______to _______

a. Demonstration: instructor demonstrates each scenario of order
entry
b. Exercise: Learners will spilt into groups of two and role play
different scenarios for order entry.
E. Review and Summary 5 _______to _______
Total for Module 3 55 _______to _______

Lunch 30 _______to _______

Module 4: Using Excellent Customer Service Etiquette

A. Introduction 10 _______to _______
B. Overview of Basic Customer Service Principles 30 _______to _______
a. Define and provide examples of consistency
b. Define and provide examples of responsiveness to customer’s
needs
c. Define and give examples of increased customer retention
d. Customer service principles identification exercise
C. Using Customer Service Scripts 25 _______to _______
a. Answering a Call/Customer Greeting
b. Closing a Call/Thanking the Customer
D. Handling Customer Requests/Questions 40 _______to _______
a. Demonstration of role play

b. Practice role play and peer review assessment within groups

E. Review and Summary 10 _______to _______

Total for Module 4 115 _______to _______

Break 15 _______to _______

Module 5: Handling an Escalated Customer Call

A. Introduction 5 _______to _______
B. Overview of Call Escalation Process 15 _______to _______
C. Handling Frustrated Customers 10 _______to _______
D. Examples of Situations Warranting Escalation 10 _______to _______
E. Practice exercise determining call escalation scenarios 10 _______to _______

Page v Instructor Information Simply Service Training

 F. Practice role play with groups of two telephone operators and one
supervisor 10 _______to _______
G. Review and Summary 5 _______to _______
Total for Module 5 65 _______to _______
Module 6: Bringing it All Together
A. Introduction 5 _______to _______
B. Overview of Interplay between customer service etiquette and
SimplyOrder proficiency 5 _______to _______

C. Facilitator sets up role playing scenarios for teams to answer calls,

use Simply Order, and to have team members critique one another.
20 _______to _______
D. Facilitator participates and observes to verify each telephone
operator now has proficient skills in both SimplyOrder and customer
service etiquette 20 _______to _______
E. Review and Summary 5 _______to _______
F. Questions 20 _______to _______
Total for Module 6 75 _______to _______
Total Course Time (mins) 480 _______to _______

Materials and EquipmentFor the Facilitator

The following materials are located on the network shared drive at Z:\Training\SimplyServiceMaterials. Contact
the IT department @ Ext. 247 if you have trouble accessing these files.
Print a copy of the timeline and the scenarios for your own reference.
 PowerPoint file for presentation
 Timeline
 Scenarios
 Audio files for presentation (Embedded in PPT file)

For the participant:

 Learner Guide
The learner guide is printed by a third-party vendor and stored in the training room cabinet. Check to ensure there
are enough guides remaining for another class. If more learner guides need to be printed, instructions for
submitting a print vendor task are located on the network shared drive at
Z:\Training\SimplyServiceMaterials\PrintVendorInstructions.docx.

Training Environment
The training room includes an instructor workstation, a projector,and a ten-person work station each equipped with
the fully functional and updated SimplyOrder program The training room will have enough floorspace and chairs
for students to move and find partners for grouping during role playing activities.

Tips for Facilitation

This course should have a friendly conversational tone. The attendees all have experience with Best Products, Inc.
Allow the attendees to participate and share their knowledge as time allows. Try to give them ownership in their
learning by creating an inclusive environment that allows for input and discussion. As discussed above, the
supervisors have been with Best Products, Inc. for some time and have a multitude of experiences. Including their
experiences in discussions in the training will empower the supervisors to continue as possible facilitators in the
course and mentors for the operators.

Page vi Instructor Information Simply Service Training

Preparation Checklist
The lists below outline how to prepare for the training course. The first set of tasks should be done several days
prior to training and the second set of tasks should be done the morning of the first class.

Several Days before the Class

 Review this facilitator guide for full understanding. Add notes to the guide as needed to aid your
facilitation.
 Gather supplies for the course including access to the PowerPoint slides and the printed learner guides
and scenarios.
 Ensure Best Products, Inc.’s telephone operator supervisors have a schedule for who is taking the training
on which day.
 Be familiar with the SimplyOrder system and check that it works effectively.
 Create name tent and name tags for each student.
 Ensure you have access to training space and check that projectors and learners’ workstations are in
working order. Also check that room is tidy and ready for students.

The Day of the Class

 Lay the following items in a stack at each participant’s place starting with the learner guide on the bottom
and ending with the pens on top:
 Learner guide
 Attendee Schedule
 Attendee name tag, attendee name tent
 Prepare the training space including:
 Organize tables/chairs to be oriented so participants can be comfortable both in seeing projection
of slides and in acting out role playing scenarios.
 Provide writing utensils and extra paper for notes at each student’s space.
 Provide name tent and name tag at each student’s space.
 Test audio and video capabilities to ensure working properly.
 Open and leave presentation on initial slide before beginning the class.

Page vii Instructor Information Simply Service Training

Module 1: Class Overview
Welcome the learners to the
Simply Service Training course.
Explain that there will be a break
in the morning and afternoon.
Tell the students that lunch will be
held in the cafeteria halfway
through the training.
Point out the restrooms to the
learners.
Inform the students what is
expected of them. First, that they
be engaged in the learning; second,
that they ask questions at any time
if they are unclear; third, respect
each person to create a safe
learning environment.
Page 1
Time: 90 min.
Welcome
Welcome to the SimplyService Training, a one-day
workshop that will give you the knowledge and tools to help
you provide top notch service to our customers. Thank you
for taking the time to be here to help our customers. Let’s
get started!
Administrative Details/Expectations
We will have a 30-minute break for lunch halfway through
the course. We will eat lunch together as a class in the
cafeteria nearby.
We will also have two 15-minute breaks, one in the morning
and the other in afternoon.
Please note restrooms as pointed out by the instructor.
We expect each learner to be engaged, ask questions
throughout the course and be respectful of everyone.
Module 1: Class Overview Simply Service Training
 Introduce yourself by providing
the following to the class about
yourself:
 Your name
 Your position in Best
Products, Inc.
 Your background and
experience with customer
service and SimplyOrder
Tell the students that it is their turn
to introduce themselves to the
larger group with the same
information found on the slide.
Give learners the purpose for
which the training is taking place.
Thank them for the work they are
doing and inform them that this
training is to enhance their skills
and abilities so they will feel more
equipped to do their job well.
Page 2
Introductions
Your instructor will introduce herself/himself. Please then
introduce yourself inducing:
 Your name
 Your position in Best Products, Inc.
 Your background and experience with customer
service and SimplyOrder
Purpose of Training
The Simply Service course is designed to explore what it
truly means to provide excellent service to our customers,
while also simplifying our jobs as call center staff members.
Specifically, you will gain a better understanding of the
SimplyOrder system as well as key customer service
principles upheld by Best Products, Inc. As we progress
through training, you will also have the opportunity to
practice these skills in both of these areas, gaining a deeper
level of mastery and application necessary to excel in your
role as call center staff.
Instructor Information Simply Service Training
 Tell the students that we will be
learning about the new Course Objectives
SimplyOrder system, which will We will be learning about the new SimplyOrder system,
make searching and ordering which will make searching and ordering products easier and
products easier and faster. faster.
List the course objectives, and Here are the objectives for the course.
make sure the students understand
that learning these objectives will
help them perform their job
serving customers efficiently and
proficiently.

Inform the class that the training

will last the length of the day. Also Duration/Agenda for the Class
give them the agenda by reading The following is the agenda for the training course.
the title of each module on the
slide.

Ask what initial questions they

have about the scope of the Questions
training? What questions do you have about the scope of the training?

Page 3 Instructor Information Simply Service Training

Page 4 Instructor Information Simply Service Training
Module 2: Locating Products in the SimplyOrder
System
Time 90 min.

Introduction
Tell the students that we will
begin by learning how to locate
products in the SimplyOrder
system.
Introduction
We will begin by orientating ourselves with SimplyOrder
and learning how to locate products in the system.

Explain that the system will be

easy to use, making searching, Overview and Importance
locating and ordering faster for The SimplyOrder system will help to improve call times and
telephone operators. customer wait times thereby increasing revenue. The ability
Help the students understand that to search, locate, and order items quickly and effectively will
learning this new system will help contribute to these goals.
the call times and customer wait
times to decrease. This will keep
customers happy and wanting to
order again.

Explain to the learners that they

will learn how to get into the Objectives
system, how to log on, etc. They In this lesson, you’ll learn:

Page 5 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 will also learn where they can  How to log on to the system
search. This will include functions  How to search efficiently and accurately
like a search bar, product category
navigation, by product number and
by catalogue page number.
Relay again that using the search
capabilities will be likely used for
every call from a customer, so it is
important that the operators are
proficient in searching.

Page 6 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Getting Started
Remind them that they will have
an icon on their desktop that will Logging On
open the SimplyOrder system and Selecting the desktop icon on your computer and typing your
bring them to a log in page. email username and password will allow you to log on to the
Tell them to input their email SimplyOrder system.
username and password and select
‘log in’.
Explain that if they have
questions or issues logging in they
should let the instructor know and
they will contact the IT
department.

Explain location of the search bar

in the SimplyOrder system. Locating Search Field
Tell the participants the types of Near the top right corner of any page in SimplyOrder, you
keywords that can be used. will find a search bar. You can use this area to find any
products by using the following types of searches:
 product type
 product name
 product numbers

Page 7 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 How to Locate Products

Explain that there are other ways

to search for products by selecting
the ‘Search’ tab.
Advanced Search by Product Number, Product
Description, and Catalogue page number
These search functions are found under the ‘Search’ tab at the
top of any page. There are several fields including searching
by:
 product number (number associated with product)
 product description (what the item is)
 catalogue page number (catalogue edition and page
number)
After entering information in one or multiple fields, click
Search to find the item.

Page 8 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Demonstrate where to find the
fields within the SimplyOrder
system by using the instructor
workstation connected to the
projector.
Let’s now work together to practice this. We will use the
following items as sample item requests from customers to
find the items they are looking for:
Product number: #23938

1. Log in and select the Product Description: yellow bird shirt

‘Advanced Searches’ tab Catalogue edition: Spring 2018, page 137, green sweater
so the students know
where the tab is located. Watch your instructor demonstrate, then try it on your own.

2. Next, demonstrate by
typing in #23938 in the
product number field.
3. Next, go back to the
‘Advanced Searches’ tab
and type in ‘yellow bird
shirt’ in the product
description tab.
4. Lastly, go back to the
‘Advanced Searches’ tab
and type ‘Spring 2018,
page 137, green seater’ in
the catalogue edition tab.
After each search, note to the
students that the desired item is
located.
Invite them to try the searching on
their own using the number 23938
in the product number field. That
product number is for a purple
scarf. Confirm with the students
that the purple scarf is the item
they found when using that
number.

Page 9 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Say that the category navigation
will be useful when a customer
calls in without a specific
catalogue item, or when they do
have a specific item in mind, but
don’t have the product number or
product name.
Say that we will now practice this
concept with a simple scenario:
Customer Jane is looking for a
girls’ size 6 dress.
Page 10 Module 2: Locating Products in the SimplyOrder System
Locating Category Navigation
The category navigation will be useful to narrow down the
search for a customer. For example, when a customer calls in
without a specific catalogue item, but rather a generic item
request, you will be able to navigate through the categories
to present the customer with the options they are looking for.
Additionally, this feature will be helpful if a customer does
have a specific catalogue item in mind, but does not have the
product number, catalogue page, or name of the product.
With a general description of the item, you will be able to
narrow down your search and locate the item the customer is
looking for.
Let’s try thinking about a common customer scenario.
Customer Jane calls requesting help looking for a girl’s size
6 dress. A very generic request. Can we help Jane?
Simply Service Training
 Practice as a group by reading the
scenario on the slide. We will begin my narrowing down the search by selecting a
category in the far left column and continue selecting
Start by advancing the slide to see categories until we have reached the right column.
the first column of categories.
Ask the students which category
they would select > Kids.
Advance the slide so the next
column appears.
Ask the students which they
would select next > Clothing.
Advance the slide.
Ask the students which they
would select > Spring. Advance
the slide.
Ask the students which they
would select > Girls’ Size 2T-6x. What further questions could we ask the customer to further
Advance the slide narrow down the search?

Ask the students which they Eventually, the search will be narrowed, and you will be able
would select > Dresses. to present the customer with 3-5 options for them to
Ask the students now what other purchase.
questions we could as the
customer in order to provide her
with a reasonable number of
options. Examples:
 What color are you
looking for?
 What style are you
looking for?
 What material do you
prefer?
 Long sleeves or short
sleeves?
Explain that after narrowing down
the items, there are a few we can
now recommend to Jane for
purchase.

Page 11 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Practice Locating Products
Show students where the activity is
in the learner guide. Practice Locating Products
Tell the students to review the call The purpose of this exercise is to practice finding products
scenarios and take a few minutes to using these methods. Customers will call with varying
search the products in the degrees of information surrounding the products they are
SimplyOrder system, recording the looking to buy. It will be important to be equipped with the
item number on the activity 1 proficiency of searching in the SimplyOrder system.
worksheet located on the next page Use the activity 1 worksheet on the next page to locate five
of the book. items by what customers may provide as initial information
Answer any questions asked by to search.
participants as they are searching.
Instruct students to raise their
hands to indicate when they are
finished.
Check their order to ensure the
following product numbers are
included recorded on their activity
1 worksheet located on the
following page:
1. Any of the following:
#48274, #48652, #48330
#39725, #92116, #24551
2. #23859
3. #53423
4. #94839
5. Any of the following:
#48902, #47551, #65109

Page 12 Module 2: Locating Products in the SimplyOrder System Simply Service Training
Activity 1 - Practice Locating Products

Use the following scenarios and descriptors to locate the item in the SimplyOrder system:

1. Christopher calls in needing an all-black dress shirt, Men’s’ size medium. He needs it for a costume and
doesn’t have any preference on brand, it just needs to be all black and the correct size.

2. Samantha calls in on her way to work. She short on time, but knows she wants to purchase one item with
product #23859.

3. Shirley calls in liking a yellow shirt from the catalogue. She is having trouble reading the product number
located in small font beneath the shirt in the catalogue, but she tells you the yellow shirt is from the Fall
2017 catalogue and is on page 37. She would like a size 10.

4. George called to place an order for his niece’s birthday. She wants the ‘Pippa’ style kids shoe in size 9.

5. Isabelle called inquiring if you sell any gray hats for women.
Note: Please think about how you would give Isabelle her options for the 3 gray hats in stock.
What questions would you ask her to clarify which she would like? Then, please add any of the
3 hats to your order.

Page 13 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Locating Products (Con’t)
Facilitate a discussion by asking
the question of what instances Locating a Product Discussion
would be most beneficial to use the Consider which scenarios would be best for different search
following search functions? functions.
Discuss:
 Times when a customer
may not have a catalogue
in front of them
 Doesn’t have a specific
item in mind but rather a
vague description
 If unable to locate the
product number from the
catalogue but can locate
the page number the item
appears on, etc.
Request that the learners refrain
from turning the page in their Activity 2 - Scavenger Hunt
learner guide until prompted. Once again, we are going to practice finding items in
Inform the students that they will SimplyOrder. This time, we are going to attempt to find the
again be looking for items in items in less than six minutes.
SimplyOrder.
Remind them that they are better
equipped to use the best search
function for the items. This time,
they will be timed, their goal being
to locate the items in under 6
minutes.
Tell them to turn the page and go!
Set a timer for 3 six minutes. Ask
that the learners stop and check to
ensure they accurately found the
catalog items in the SimplyOrder
system and recorded the following
item numbers on the activity 2
worksheet:
1. #58329
2. #09848
3. #34590

Page 14 Module 2: Locating Products in the SimplyOrder System Simply Service Training
Activity 2 - Scavenger Hunt

Let’s see how fast we can search! Use the following scenarios and customer descriptors to locate the item and list
the item number on the below worksheet:

1. Customer Bob is looking for Men’s brown Oxfords in size 11 for his upcoming best friend’s wedding.

2. Shelley calls wanting a blue blanket with yellow stripes to match her guest bedroom décor.

3. Nancy is looking for a ‘Nantucket’ top in size 12 for her friend’s birthday gift.

Page 15 Module 2: Locating Products in the SimplyOrder System Simply Service Training
 Review and Summary
Summarize the lesson by noting
that the search functions are very Review
useful and to be flexible when You have gained valuable knowledge on how to use and
dealing with customers who may search in SimplyOrder, namely how to search the system for
not have the product number on products using various methods.
hand. Thank them for their efforts
and willingness to serve customers What questions do you have?
as best they can.
Encourage students to ask
questions. If there are questions
you don’t have answers for, write
them down to ask another resource.

Page 16 Module 2: Locating Products in the SimplyOrder System Simply Service Training
Module 4: Using Excellent Customer Service
Etiquette
Introduction
Tell the students that this
lesson will focus on three
of the top customer service
principles at BPI.
Tell the students that this
lesson will also provide a
practical application of
these principles to their role
in the call center.
Define what good customer
service means at BPI.
Discuss the importance of
customer service to the
success of a company.
Review customer service
data on the (slide 1).
Help the students
understand the impact of
customer service on call
center goals (slide 2).
Page 36
Time 115 min.
Module 4 Introduction
Welcome to Module 4: Using Excellent Customer Service Etiquette!
We will begin this module by orientating ourselves with three customer
service principles that are highly valued at Best Products, Inc. We will
also explore how these principles translate to your daily experience in
the call center and providing an optimal customer experience. Let’s
get started!
Overview and Importance
Good customer service means assisting customers in a polite and
professional manner to enhance the customer experience. This also
means fulfilling the customer’s needs and resolving their concerns in a
timely manner. When a company makes customer service a priority, it
increases customer loyalty, leading them to want to continually return.
Let’s look at the data supporting this:
 On average, loyal customers are worth up to 10 times as
much as their first purchase.
 It takes 12 positive experiences to make up for one
unresolved negative experience.
 For every customer who bothers to complain, 26 other
customers remain silent.
 78% of consumers have bailed on a transaction or not
made an intended purchase because of a poor service
experience.
Module 4: Using Excellent Customer Service Simply Service Training
  5-20% probability of selling to a new prospect
 60-70% probability of selling to an existing customer

At Best Products, Inc., call center staff are expected to meet the
customer needs, whether it’s filling orders or answering inquiries, and
do so in a timely manner, with the ultimate goal for each answering at
least six calls per hour. In order to meet this goal, it is important to
know how to search to swiftly place orders as well as answer
customers’ questions.
Slide 1:

Slide 2:

Tell the learners that the

top three customer service Objectives
principles will be
introduced. In this module you will learn the following lessons focused on
Explain to learners that the enhancing the customer experience:
use of job aids such as call  The top three customer service principles at BPI
scripts will also be explored  The value of call scripts in creating consistency amongst calls
to enhance the customer  How to apply the customer service principles when handling
customer questions and requests.
experience.
Relay to learners that, by
the end of the training, they
will be able to put their
knowledge of customer
service principles and
scripted phrases to use in
practical scenarios.

Page 18 Module 4: Using Excellent Customer Service Simply Service Training

Page 19 Module 4: Using Excellent Customer Service Simply Service Training
 Overview of Customer Service Principles
Introduce the three
principles of customer
service:
 Consistency
 Responsiveness
 Retention
Ask learners to share what
each principle means to
them.
Define call center
guidelines related to
customer service
consistency.
Advance through the slide
as you read the first
consistency guideline.
Advance through the slide
as you read the bulleted
example that corresponds
with the guideline.
Repeat for each guideline
and example.
Ask learners to suggest
additional examples of
consistency that relate to
the listed guidelines.
Page 20 Module 4: Using Excellent Customer Service
Customer Service Principles
The top three customer service principles at BPI include:
 Consistency
 Responsiveness
 Retention
Consistency
When thinking about consistency at BPI, consider that each customer
interaction should include:
 Using a cordial greeting and closing
 Addressing customers respectfully
 Practicing patience with customers (Don’t react, respond)
 Keeping your tone positive and friendly
What do these guidelines actually sound like in a call setting? See the
following examples:
 Hello, Best Products, Inc. This is _______. May I have your
name, please?
 <Insert name>, how may I help you today?
 Would you mind if I placed you on hold while I look up your
information/product? . . . Thank you, I appreciate your
patience.
 What a lovely choice for a gift! This is one of our most
popular items for Mother’s Day.
Can anyone think of other examples to illustrate the consistency
customer service principle?
Simply Service Training
 Define call center
guidelines related to
customer service
responsiveness.
Advance through the slide
as you read the first
responsiveness guideline.
Advance through the slide
as you read the bulleted
example that corresponds
with the guideline.
Repeat for each guideline
and example.
Ask learners to suggest
additional examples of
responsiveness that relate
to the listed guidelines.
Page 21 Module 4: Using Excellent Customer Service
Responsiveness
When thinking about responsiveness to customers at BPI, consider that
each interaction should include:
 Assisting customers with selecting the best product to suit
their needs.
 Practicing active listening and verification of key details.
 Completing calls in a manner that leads to customer
satisfaction.
What do these guidelines actually sound like when you are on a call
with a customer? See the following examples:
 Do you have an order number, or may I help you find
something?
 That’s quite alright if you don’t have the exact product
information. I’m here to help you! Let’s see if I can help
narrow down what you’re looking for . . .
 I would like to confirm your order to make sure that you are
getting exactly what you were looking for.
 Do you have any additional questions for me today? What else
can I help you with?
Can anyone think of other examples to illustrate the responsiveness
customer service principle?
Simply Service Training
 Define call center
guidelines related to
customer retention
strategies.
Advance through the slide
as you read the first
responsiveness guideline.
Advance through the slide
as you read the bulleted
example that corresponds
with the guideline.
Repeat for each guideline
and example.
Ask learners to suggest
additional examples of
customer retention
strategies that relate to the
listed guidelines.
Tell learners that you want
them to think about the
customer service principles
and guidelines in relation to
real call scenarios.
Page 22
Retention
When thinking about responsiveness to customers at BPI, consider that
each interaction should include:
 Affirming that customers are our top priority.
 Personalizing your conversational style to effectively
communicate with customers.
 Going above and beyond to help the customer.
What do these guidelines actually sound like when you are on a call
with a customer? See the following examples:
 I understand that you are in a rush to receive these products.
We can offer you expedited shipping at ___ cost and the
product will arrive by ___ date. Would this meet your needs?
 <Insert name>, based on what you are telling me, it sounds
like you are looking for outdoor Christmas décor that is under
the $50 price point. I can appreciate the need to save money,
especially during this time of the year! Let me direct you to
some of our top inexpensive holiday items and see if we can
find a product that might meet your needs.
 Thank you, <insert name>! That’s very helpful. I want to be
certain that I understood you correctly. You were asking
about whether item #904512, the women’s Floral Racerback
Midi Dress, is available in a size 8? . . . I’m sorry, it looks like
it is not available in that size. Would you like to try it in
another size? Or perhaps I can direct you to a similar dress in
that same line?
Can anyone think of other examples to illustrate the customer service
principle of customer retention?
Exercise: Customer Service Examples
Now it’s time for us to put what we’ve learned into practice. I’m going
to read through several call scenarios that we typically encounter in the
call center.
As I read through various examples, we will examine each to
determine if they reflect any of the customer service principles we’ve
Module 4: Using Excellent Customer Service Simply Service Training
 Remind them to use the list discussed and, if so, which ones. Be sure to refer to the Best Products
of Best Products Inc. Inc. Customer Service Principles and Guidelines in your learner guide
Customer Service as we’re going through the examples.
Principles and Guidelines
from the learner guide
(located on the next page)
as they work through the
exercise.
Read through the first
scenario and sample
statement on the slide.
Ask students if the
statements correspond with
any of the three BPI
customer service principles.
Reveal and discuss the
answers in red.
Repeat for each scenario
and sample statement.

Page 23 Module 4: Using Excellent Customer Service Simply Service Training

 Best Products Inc. Customer Service Principles and Guidelines

Practicing consistency throughout the interaction.

 Consistency of language
 Addressing customers respectfully
 Practicing patience with customers
 Keeping a positive and friendly tone

Being responsive to the customers immediate needs

 Active listening skills and verification of details
 Adapting their tone of voice to show empathy or politeness
 Assisting customers with selecting the best product to suit their needs
 Completing calls in a manner that leads to customer satisfaction

Use strategies that support customer retention

 Affirming that customers are our top priority
 Using a personalized conversation style
 Going above and beyond to help the customer

Page 24 Module 4: Using Excellent Customer Service Simply Service Training

 Using Customer Service Call Scripts
Remind students about the
importance of consistency
in the caller experience.
Explain the value of using
call scripts.
Show them sample scripted
verbiage on the two BPI
Call Center Scripts slides.
Remind them that they can
reference this verbiage in
the leaner guide on the next
page.
Using Call Scripts
Consistency in customer calls is very important. Scripts can be very
helpful for repetitive portions of a call such as:
 Greeting the customer
 Obtaining the required information
 Requesting that customers be placed on hold
 Closing the call
Turn to your learner guide to review some of the sample scripted
verbiage you can use during future customer calls.

Job Aid: Best Products Inc. Call Center Scripted Phrases

Page 25 Module 4: Using Excellent Customer Service Simply Service Training

 Use these scripted phrases to assist you in your customer service interaction

Note: Attempt to answer the call by the third ring.

Greeting a Customer/Establishing Rapport

Start with a pleasant tone, putting a smile in your voice. Find out the name of your customer and write down the
customer’s name on a post-it note so it is always visible as you move through screens. Continue to personalize the
call by using his or her name frequently. Imagine your customer is your friend and help them by being supportive
and enthusiastic throughout the call.

Hello, Best Products, Inc. This is _______. May I have your name, please?

<Insert name>, how may I help you today?

<Insert name>, how are you doing today?

What a lovely choice for. . . .! This is one of our most popular items.

Requesting that a Customer Wait

Comment positively throughout the interaction. If the customer needs to be placed on hold, help to manage the
customer’s expectations by communicating clearly and seeking permission.

It may take me a couple minutes to locate your information/product. Would you mind if I placed you on
hold while I look up your information/product?

. . .Thank you, I appreciate your patience.

Handling Customer Service Requests/Questions

Be patient when seeking information. People often change their minds or may call not knowing exactly what they
want. Ask questions and be engaged as you ask the customer questions and narrow down the product information.

Do you have an order number, or may I help you find something?

That’s quite alright if you don’t have the exact product information. I’m here to help you! Let’s see if I
can help narrow down what you’re looking for . . .

Based on what you are telling me, it sounds like you are looking for . . . . Let me direct you to some of our
favorite items that might fit what you are looking for.

Placing the Order

Confirming orders saves time in the long run and assures the customer that you are invested in his or her
satisfaction.

I would like to confirm your order to make sure that you are getting exactly what you needed.

Now that you have confirmed the order details are correct, I’d like to take a moment to let you know that
you will receive a shipping notice via email when the item has left our warehouse and that will include
tracking information as well.

Asking if a Customer Needs Additional Assistance

Page 26 Module 4: Using Excellent Customer Service Simply Service Training

 Do you have any additional questions for me today?

What else can I help you with?

Page 27 Module 4: Using Excellent Customer Service Simply Service Training

 Using Customer Service Call Scripts (Cont’d)
Tell learners that you want
them to think about the
how the scripts can be
applied during customer
calls.
Instruct learners to listen
to the audio file of a
customer call, trying to
identify scripted portions.
Play the audio file.
Discuss the following
questions:
 Where do you think
scripts were used in
this call?
 Was it difficult to
identify the
scripted portions?
Why or why not?
Page 28
Audio example and transcript
Next we will listen to a customer service experience from beginning to
end. Focus on the phrases used by the telephone operator and see if you
can tell from listening, which portions of the call are scripted.
The operator’s transcript is available below for you to reference.
<insert slide>
Operator Audio Transcript
Operator: Hello. Thank you for calling API Healthcare. This is Susan
Maddy, may I have your name please?
Operator: Thank you Ms. Johnson, how can I help you today?
Operator: Would you mind if I placed you on hold for a moment while
I retrieve your account information?
Operator: Thank you for your patience. I have accessed your account
information. Can you verify your phone number for me please?
Operator: Thank you Ms. Johnson. It looks like there is a balance due
of $42 on January 28th. Does that sound correct?
Operator: Would you like to make a payment today? I can take your
payment over the phone or you can always pay online via our secure
payment site.
Operator: Is there anything else I can assist you with today Ms.
Johnson?
Operator: Thank you for choosing API Healthcare to manage your
health savings account. If you have any additional questions, please
don’t hesitate to contact us. I hope you have a great day Ms. Johnson.
Module 4: Using Excellent Customer Service Simply Service Training
 Handling Customer Requests and Questions
Remind learners of the top
three customer service Putting it all together: Handling Requests and
principles at BPI. Questions
Ask learners to apply the Let’s take a moment to think about the three key customer service
customer service principles principles upheld at Best Products, Inc.:
to the principles they see  Consistency
reinforced in the call  Responsiveness
scripts, using the following  Retention
questions:
 How does the use
of call scripts relate
to these customer
service principles?
 How can call
scripts increase the
efficacy of the
customer service
experience?

Tell learners to listen to the

next audio clip carefully, Putting it all Together: Customer Service Audio
thinking about the lessons Example
learned about customer First, listen to this next audio clip of a customer service experience
service. from beginning to end. Consider how you would handle the call if you
Play the short audio clip were the telephone operator. Is it similar to the way the operator
example of a good handled the call? What customer service principles were evident
customer service during the call? Do you think the operator used a script? Why or why
not?
experience.
Discuss how they would
interact with the customer
in this scenario.
 Is it similar to the
way the operator
handled the call in
the audio clip?
 What customer
service principles
were evident
during the call?
 Do you think the
operator used a
script? Why or
why not?

Page 29 Module 4: Using Excellent Customer Service Simply Service Training

 Tell students the purpose of
the role-play activity. Role-Play Scenario
Read the instructions Now we will have you practice what you have learned in this module.
detailing what will happen
Instructions:
during the role-play
activity. I will divide the class into groups of four, with each of you being
assigned a number. Members 1 and 2 will act out role play scenario A,
Refer students to the with member 1 being the customer and member 2 acting as the
learner guide for the operator. While group members 1 and 2 are role-playing, members 3
scenarios and peer review and 4 will take notes and provide feedback for the operator via the
form on the next page. feedback form in the learner guide.
Divide students into groups
After the role play is complete, swap roles. This time members 3 and 4
of four.
will act out the scenario, while members 1 and 2 observe and evaluate.
Assign each member of a You will be given 6 minutes to complete each scenario and observers
group a number: member 1, will be allowed additional time to evaluate if needed. As you work
2, 3, or 4. through the exercise, be sure to follow the specific instructions
provided in your learner guide.
Time the students and
circulate the classroom
while they act out the
scenarios.
Take notes on key
observations, challenges,
connections with the lesson
as you listen to students’
role-plays.

Page 30 Module 4: Using Excellent Customer Service Simply Service Training

 Activity 3 - Role-Playing Activity
Use the following two role-play scenarios to complete activity four.

Role -Play Scenario A (Team members 1 and 2)

Instructions: Assign team member 1 to be the customer and team member 2 to be the operator in Scenario A.
After completing the role play, swap roles and repeat with scenario A. The two other team members will observe
and provide feedback after completing both the role-plays.

Customer Information:
Angela Jones
123 Falling Water Drive
Madison, WI 53558
(608) 555-5678

Summary: Angela Jones wants to order a wreath, but she doesn’t have our catalog. She can provide a general
description of the wreath. She also wants the wreath shipped same day to make it before a party she is hosting. It is
Saturday, at 3:15pm when she calls.

Operator: (Greet customer on call and collect customer info, request reason for calling.)

Angela: I want to place an order for a seasonal wreath that was in your most recent catalog. I saw it on my
neighbor’s mantel and thought it looked very nice.

Operator: (Improvise what you would ask the customer at this point. If the customer does not have our
catalog, how will you attempt to find the item in the SimplyOrder system. For example, what
season/holiday did the wreath portray? What details about it did the customer like?)

Angela: I don’t have the catalog, it was a spring wreath, it had bright flowers and egg ornaments on it.

Operator: (What additional details might you need to find the product?
Pretend that you have located the item and describe the item to the customer. “A round woven branch
wreath with blue and yellow flowers interlaced throughout, and small multicolored Easter egg ornaments
attached throughout.”)

Angela: I think that sounds correct. I want to make sure it arrives in time, do you offer expedited
shipping?

Operator: (Respond that you do offer expedited shipping, however since it is Saturday after 2 pm the item
will not ship until Monday.)

Angela: Oh, I don’t know if that will work. Do you really not ship on weekends?

Operator: (Assure the customer that your carrier does not deliver on Sundays. Implement the customer
service skills that you learned from the training in responding to the customer. Be sure to empathize with
the customer and acknowledge their concerns. Pay attention to your tone of voice and reassure the
customer that they would ideally receive the delivery by Tuesday afternoon.)

Angela: Tuesday afternoon would be cutting it very close. If you can assure me that I would receive it no
later than that I could probably make it work.

Page 31 Module 4: Using Excellent Customer Service Simply Service Training

 Operator: (Assume you have entered the order in the system and verify the important order details with
the customer. After verifying the details use the customer service skills you have learned to complete the
customer interaction.)

Role -Play Scenario 2 (Team members 3 and 4)

Instructions: Assign team member 3 to be the customer and team member 4 to be the operator in Scenario B.
After completing the role play, swap roles and repeat with Scenario B. The two other team members will observe
and provide feedback after completing both the role-plays.

Customer Information:
Keith Dunnington
456 Wingspread Drive
Wichita, KS 67052
(316) 555-5678

Summary: Keith placed an order on our website. It was a large order and relatively expensive. Keith waited 7
business days but never received his order. He also didn’t receive confirmation emails for placing the order or for
the order shipping with tracking information.
Keith ordered:

 Four 18K gold inlaid fountain pens

 Four 300 sheet leather-bound journals
 Four professional stationary sets

Operator: (Greet customer on call and collect customer info, request reason for calling.)

Keith: (Angry) I placed an order on your website last week but it never arrived. What kind of company
doesn’t deliver customer orders? How are you still in business?

Operator: (Take a moment and think of how you will respond to this customer. What is their mood? How
can you use the customer service skills to deescalate this situation?)

Keith: I didn’t receive a confirmation email after I placed my order.

Operator: (What would cause Keith to not receive a confirmation email? What additional information do
you need from the customer to find this out?)

Keith: Hello?? Hey, are you still there?

Note: Keith filled out the required fields, but never actually submitted his order.

Operator: (Communicate to Keith that you don’t have an order in your system for the items that he says he
purchased. What pleasantries should you use to communicate this? How should you phrase it so that
Keith doesn’t feel like you are accusing him of incompetence? What can you offer to do to resolve this
misunderstanding?)

Keith: Well, I don’t know what happened. I was positive that I submitted the order. Are you sure there
isn’t something wrong with your website?

Operator: (Take a moment and consider how to respond to Keith using the customer service skills you
have learned in the class.)

Keith: Well, I didn’t need those items by any particular time. I guess I can just go online and re-enter my
order.

Page 32 Module 4: Using Excellent Customer Service Simply Service Training

 Operator: (Would it be better to let Keith go back to the website and re-enter his order? Is there another
way to ensure that we provide Keith with great customer service and that his order gets placed correctly
and quickly?)

Keith: Oh, well if you can take my order over the phone that would be even better I suppose. Sorry I was
so upset at first, I just really thought that I had placed the order. I entered my payment information and
everything.

Operator: (Assume you have entered the order in the system and verify the important order details with
the customer. After verifying the details use the customer service skills you have learned to complete the
customer interaction.)

Role-Playing Scenario Peer Review Form

Your Name:

First Role Play

Who are you providing feedback for?

What was challenging about this scenario?

Which of the following customer service principles were used in this scenario?
Practicing consistency throughout the interaction.
 Consistency of language
 Addressing customers respectfully
 Practicing patience with customers
Being responsive to the customers immediate needs
 Active listening skills and verification of details
 Adapting their tone of voice to show empathy or politeness
Customer Retention
 Affirming that customers are our top priority
 Using a personalized conversation style
 Going above and beyond to help the customer

Were the customer service skills used in these scenarios effective? Why or why not?

How will you apply what you have learned in this roleplay scenario to future customer calls?

Second Role Play

Who are you providing feedback for?

Page 33 Module 4: Using Excellent Customer Service Simply Service Training

 What was challenging about this scenario?

Which of the following customer service principals were used in this scenario?
Practicing consistency throughout the interaction.
 Consistency of language
 Addressing customers respectfully
 Practicing patience with customers
Being responsive to the customers immediate needs
 Active listening skills and verification of details
 Adapting their tone of voice to show empathy or politeness
Customer Retention
 Affirming that customers are our top priority
 Using a personalized conversation style
 Going above and beyond to help the customer

Were the customer service skills used in these scenarios effective? Why or why not?

How will you apply what you have learned in this roleplay scenario to future customer calls?

Page 34 Module 4: Using Excellent Customer Service Simply Service Training

 Review and Summary
Ask learners how they felt
about the role play Summary and Questions
scenario. Do they think feel
confident that they can use
what they have learned in
their jobs?
Explain that they can
continue to practice role
play scenarios to improve
their on-the-job skills.
Explain that reflecting on
difficult customer service
experiences and asking one
another for feedback and
suggestions will help them
improve even more.

Page 35 Module 4: Using Excellent Customer Service Simply Service Training

Page 36 Module 4: Using Excellent Customer Service Simply Service Training