Design Document for

Delightful Duds and Decor

by BluePrint Consulting 12/19/18

Document Description
The purpose of this design document is to provide Delightful Duds and Décor’s
management with a descriptive and comprehensive overview of the Training
initiative for Telephone Operators (TOs) on techniques to facilitate effective and
efficient use of the SimplyOrder system in accessing and filtering product
information. Additionally, the training will also encompass Customer
Relationship Management strategies to build rapport with customers. The rollout
will be implemented January 24, 2019.

Purpose of the Course

Company Job Task Analysis and Customer Service Surveys revealed
unacceptable service levels stemming from TOs. The purpose of this course is to
train Telephone Operators (TOs) on Product Look Up Procedures and principles
employed in handling difficult Customers. With these guidelines in place, TOs
will be better equipped to handle product inquires with greater efficiency and
employ principles to defuse situations with a difficult customer in an empathetic
and acceptable manner.

Audience Description
The target audience for Delightful Duds and Décor’s training initiative will be
TOs (25). Without exception, Delightful Duds and Décor's call center
demographical makeup is representative of most call centers:
Telephone Operators (TOs)
 TOs range in age from 18 to 60. The smallest number are in the 35-55
range. They all are women, and some have young children at home.
 Median Pay – Median hourly wages
 Typical Entry-level Education – High School Diploma or equivalent
(GED). The Client’s TOs all have the equivalent of a High School
Diploma or a GED. A few have some college, but they don’t have any
with college degrees.

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 Prior Work Experience – Some have had prior telephone experience, but
for many, this is their first job.
 Fluent in English
 On-the-job- Training – Short-term on-the-job training
 Work Environment – Large room alongside other employees which can
be stressful
 Accountable for meeting quotas and monitored by supervisors for quality
assurance. The average order is between $250 and $500 dollars, so the
revenue is generated by call volume and sales volume.
 Work Schedule - Shift work full-time or part-time (Note: Delightful
Duds and Décor's Call Center is open 24-hours a day, 7 days a week.)
 TOs Work Distribution – Eleven TOs work the day shift (Approximately:
7:00 am – 3:00 pm). Ten TOs work the evening shift (Approximately:
3:00 pm – 11:00 pm). Four TOs work the night shift (Approximately:
11:00 pm – 7:00 am).

Course Description
This course is focused on Customer Relationship Management to better improve
business relationships with customers, specifically focusing on retaining
customers through improved Product Knowledge techniques, and the
implementation of strategies for Handling Difficult People.

This course is suitable for new and incumbent TOs and Supervisors. The course
is modular in design, containing individual lessons; practice opportunities, and
resource material to address key tasks, applicable guidelines, principles or policy.

Course Seat Time

This course is eight hours in length.

Instructional Architecture/Strategy for Course

This training course is primarily directive, yet it will include some situation-
based scenarios that give Trainees some flexibility to problem-solve (with
instructor support) using their newly acquired knowledge. The Trainer will
instruct on key components/uses and provide feedback to Trainees during
practices.
The Look up Product Information session is primarily directive. The Trainer will
guide Trainees through simple tasks to more complex tasks that are hands-on and
under time constraints.

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The Customer Service Section (Handling Difficult Customers) is also primarily

directive. The Trainer will elicit and discuss guidelines for quality customer
service skills when dealing with upset customers; then, provide situational based
practices where the Trainees can practice applying those principles.

Major Course Objectives

At the end of this course participants will be able to:
 Answer and close calls with a customer using effective verbal and non-
verbal communication skills.
 Take a customer order accurately over the phone while using quality
customer service communication skills.
 Apply quality customer service skills when taking orders, modifying
orders, and answering customer inquiries.
 Quickly locate specific products and product details in the new
SimplyOrder system for a customer.
 Quickly locate customer information in the new SimplyOrder system.
 Implement upselling and cross-selling sales strategies when taking
orders.
 De-escalate a tense customer situation using the HEAT Method (Hear
Them Out, Acknowledge, Align, Assure).
 Patch in and/or transfer a call to supervisor only after applying several
attempts to de-escalate the situation.
 Process returns and modify orders accurately over the phone using
quality customer service communication skills.
 Maintain job proficiency standards by attending additional training
sessions, following company policies, and addressing concerns/questions
with a supervisor.

Learning Assessment for Course

The client has elected not to administer a course assessment after the completion
of this course. At the client’s request, various interactive activities and case-based
scenarios have been developed to mimic real-life opportunities to deliver
competent, efficient and exceptional customer service.

Course Outline
1. Lesson 1 - Maintaining Customer Information
A. Lesson Introduction

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B. Understanding the Importance of Customer Relationship Management

C. Accessing Customer Information in the SimplyOrder System
D. Practice Exercise: Locate customer profile tab
E. Updating Existing Customer Information in the SimplyOrder System
F. Partner Practice Exercise
G. Lesson 1 Review and Summary
2. Lesson 2 - Answering Product Information
A. Lesson Introduction
B. Looking up Product Information
C. Practice Exercise: Fill in the Blank
D. Practice Exercise: Quick Lookup with Item Number Search Filter
E. Practice Exercise: Quick Lookup with Other Search Filters
F. Assessment (timed): Using Search Filters to Give Product Advice to Customer Inquiry
G. Lesson 2 Review and Summary
3. Lesson 3 - Providing Quality Customer Service
A. Lesson Introduction
B. Apply Appropriate Verbal/Non-verbal Communication
C. Practice Exercise: Identifying Guidelines in Real Calls
D. Answering and Closing Calls with Appropriate Etiquette
E. Practice Exercise: Partner Practice
F. Handling Difficult Customers
G. Practice Exercise: Role play
H. Self-Reflection Exercise
I. Escalating Calls to Supervisor
J. Practice Exercise: Role Play
K. Lesson Review and Summary
4. Lesson 4 - Taking Orders
A. Lesson Introduction
B. Building Rapport with Customer
C. Practice Exercise: Partner Practice
D. Using Sales Strategies (upselling/cross-selling)
E. Practice Exercise: Partner Practice
F. Finalizing Payment and Closing Order
G. Practice Exercise: Partner Practice
H. Assessment: Role Play
I. Lesson 3 Review and Summary
5. Lesson 5 – Modifying Orders
A. Lesson Introduction
B. Policies Regarding Order Changes
C. Handling Returns
D. Practice Exercise
E. Handling Exchanges
F. Practice Exercise
G. Making Other Modifications (shipping, discounts, etc.)
H. Practice Exercise
I. Assessment: Role Play
J. Lesson 4 Review and Summary
6. Lesson 6 – Maintaining Job Proficiency
A. Lesson Introduction
B. Attending All Announced Training Sessions
C. Demonstrating Use of Delightful Duds and Décor Policies

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D. Addressing Concerns/Questions with Supervisor

E. Lesson Review and Summary

Media
Audio recordings, product photos, screen shots, and visual representations of the
SimplyOrder Dashboard will be utilized in conjunction with the system’s practice
environment to demonstrate navigation, data input, and application of tools.

Development Tools
This course will be developed using Microsoft Office Suite programs e.g.
Microsoft Word, and PowerPoint. Audicity audio recording and editing software
to record the phone conversations. Mac and/or PC compliant audio playback
software.

Development Time
BluePrint Consulting will require between 335-420 hours of development time
for this course. These hours include any hours already used in the initial
assessment of the project.

Support requirements
In order to facilitate the completion of this course, Delightful Duds Décor’s
management will support BluePrint Consulting by providing the following:
 Provide 10 student workstations in the training room, and one
workstation for instructor to link to the LCD projector
 Provide an IT Point of Contact for technical support with computers.
(Sam Fisher Assigned)
 Schedule attendees for the training sessions
 SME to support in the layout and navigation of the information pages for
SimplyOrder. (Marge Moorhead Assigned)
 SME to review materials for accuracy regarding products and the
SimplyOrder system. (Marge Moorhead Assigned)
 SME to enhance usability of the screens and streamline the sequence of
the order entry process and provide access to other technicians who may
be of assistance. (Tom Swartz Assigned)
 Sandbox and training database along with logons and passwords and, if
needed, remote access (Sam Fisher Assigned)

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 Review training materials related to the systems portion of the training to

ensure accuracy (Tom Swartz Assigned)
 SMEs to review all versions of all training documents and provide
feedback to Supervisor Sarah Commons who will coordinate the
comments and submit to us a final version of requested modifications
(Maria Gomez, Paula Moore, and Rosalinda Sanchez Assigned)
 Two Train-the-Trainer Trainees to sit in on all training sessions with the
goal of them co-teaching one or two of the later sessions.
 Tie-Breaker for disagreements (Jane MacKenzie Assigned)
 SMEs for specific product information. (Sheena Perez and her assistant,
Ray Johnson Assigned)
 Population of the product information into the system. (Ray Johnson and
Marge Moorhead Assigned)

Ownership
Everything tangible, intangible, oral, and written relating to the project, will be
considered work product. Therefore, the intellectual property is owned
exclusively by the client. BluePrint Consulting will relinquish ownership of said
property upon the conclusion of the post-test assessment, scheduled to be
conducted one month after the delivery of the initial training sessions (to
commence on January 24, 2019). Should the client require modifications after the
fact, BluePrint Consulting will provide the client with a schedule of associated
fees and negotiate parameters for assistance.

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

Emily Gates 12/18/19

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Design Document for BluePrint Consulting Team 1, Module 6

Appendix A: Job Task Analysis

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Appendix B: Detailed Course Outline:

Lookup Product Information and Providing Quality Customer Service
Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media
Key Concept Method Method Description Support

2A 5 Introduction n/a Presentation of n/a n/a Projector

Product lookup Facts Module Outline
needs to be faster.
Lesson objectives
overview.

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Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

Given a Trainees will

2B 5 Lookup Product Presentation of Facts Demonstration of Static portion of
Information mockup Facts fill-in the blank the product
drawing of the static dashboard information
dashboard, with all 13 fields dashboard for
TOs will accurately. overhead and
correctly print.
identify and
label all 13
static areas of Bunny Slippers
the dashboard. product page
1. Images used as a
reference.
2. Product
Title
3. Vendor
4. Item #
5. Reviews
(Stars)
6. Category
7. Price
8. Description
9. Similar
Products
10. Cart
11. Shipping
12. Quantity
Selection and
13. Add to
Cart sections

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Design Document for BluePrint Consulting Team 1, Module 6

Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

Given a list of Trainees will find

2C 5 Lookup Product Demonstration of Application of Example of Search
Information using five items, TOs procedure Procedure 5 items in the Filters blank
Search Filters will be look-up training practice dashboard
at least one item environment of
# in under a the product Completed
example of Search
minute. database using
filters Dashboard
the Item Search.
Access to training
Answers: environment
Item # 834 = product database
Bunny Slippers for trainers and
participants
Item #: 436 =
Metal Rooster 3 small prices for
each participant.
Item # 1298 =
Opal Earrings

Participants will
be given a small
prize for every
item they identify
in a minute.

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Design Document for BluePrint Consulting Team 1, Module 6

Trainees will
2D 5 Lookup Product Given criteria Demonstration of Application of Print outs of the
Information using list of search Procedure Procedure successfully blank dashboard
the remaining criteria, TOs perform 5 with search
search filters. will perform product searches filters.
searches with using an
at least 80% increasing
accuracy rate number of filters.
(4/5 correct)
during the Practice
practice Answers:
activity. 1. Key Words.
“Pink Frog”
= Item #221
2. Category.
“Toys” = any
item # from
#1-100.
3. Color + Key
Word.
“Green/Silk
Robe.” =
Item# 733
4. Key Word +
Price.
“Womens’
Sweater”
“$20-$25” =
multiple Item
#s.
5. Vendor +
Reviews.
“Leesh&Olli”
+ “5 Stars” =
Item# 661

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Design Document for BluePrint Consulting Team 1, Module 6

Given two Pre=recorded

2E 15 Lookup Product Demonstration of Application of procedure-based task
information during customer procedure-based Trainees will role play giving 2 customers Scenario 1
a simulated product inquiry task via scenario product advice using pre-recorded
customer call using audio scenarios and headsets. Pre-recorded
multiple filters. scenarios, TOs Scenario 2
will use Scenario 1: A customer calls in wanting a
appropriate purple fuzzy toy for their young grand- Headsets
search filters to daughter. It’s important that it is reviewed
locate and well, and it is less than $20. What items to Answer sheets
write down at do you suggest?
least 2 gift What search filters do you use? Access to Beta
ideas per Key Word: “Fuzzy” Product
customer Category: “Toy” Information
request in Color: “Purple” Database
under 10 Price: “$1-$20”
minutes. Review: “4+ Stars”
Results: Item # 21 (Purple stuffed unicorn),
Item # 98 (Purple dolly with fuzzy outfit)
or Item #2 (Soft Purple Rattle).

Scenario 2: A Customer calls in for advice

on what to give for a housewarming décor
gift from their favorite vendor “4theHome”.
The couple receiving the gift loves the
color-red, farmhouse style, candles and
roosters. The caller wants to spend $20-
$50.
Which search filters do you use?
Key Words: “Farmhouse style” and/or
“candle” and/or “rooster”
Category: “Gift” and/or “Decor”
Price: “$20-$50”
Vendor: “4theHome”

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Design Document for BluePrint Consulting Team 1, Module 6

Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

Results: Item # 4280 (Red “Welcome

Home” wooden sign), Item #1233
(Rooster candle holder), Item # 333 (Red
fireplace candelabra)
3 2 Providing Quality n/a Presentation of n/a n/a Slide with list of
Customer Service Facts objectives
 Introduction
 Objectives

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Design Document for BluePrint Consulting Team 1, Module 6

3B 20 Given audio of Defining Identifying Trainees will

Handling Difficult Slides that include
a call between Principles/Guidelines Principles/Guidelines listen to a few
Customers: Use verbal/non-verbal
a customer and recordings of
Appropriate communication
TO, trainees calls and
Verbal/Non-Verbal skills principles
will identify identify the
Communication
guidelines for communication audio clips of
effective guidelines that recorded TO and
Elicits guidelines verbal and are present
from sample call; customer
non-verbal interactions
then, reviews and communication
discusses them. skills for 8 out graphics: stock
of the 11 images
guidelines

Verbal

 Use caller’s
name
 Address customer
by Mr./Ms.
 Speak clearly and
succinctly
 Reflect key points
back to customer
 Ask caller’s
permission to
hold and keep
holds to a
minimum
 Show concern for
questions/problem

Non-verbal

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Design Document for BluePrint Consulting Team 1, Module 6

Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

 Speak with
comfortable
volume
 Listen carefully
and let customer
finish talking
 Provide prompt
responses to
inquiries
 Smile when
talking so tone of
voice sounds
friendly
 Answer questions
in an informative
and upbeat
manner

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Design Document for BluePrint Consulting Team 1, Module 6

Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

3D 20 Given a Demonstration of Application of

Handling Difficult Trainees will Slides that include
situation where Principles/Guidelines Principles/Guidelines
Customers: Use the role-play HEAT principles
a customer is
HEAT Method for handling a
upset over a audio clips of
handling difficult difficult customer
product (i.e: recorded TO and
customers
return or Customer role is customer
List, gives example, exchange), moderately interactions
discussion of trainees will scripted. Trainees
guidelines. Demos use effective must demonstrate checklist/rubric
situations and elicits verbal and all 4 guidelines
non-verbal graphics: stock
use of guidelines: effectively. images
communication
skills and Trainer/Peers
 Hear Them Out
apply the will observe
 Acknowledge Trainees using a
HEAT method
 Align checklist and
without error.
 Assure provide
feedback.

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Design Document for BluePrint Consulting Team 1, Module 6

Mins. Task / Topic / Objective Instructional Assessment Assessment Visuals / Media

Key Concept Method Method Description Support

3D 10 Handling Difficult Given n/a Remember/Reflecting Trainees will

Piece of paper with
Customers: Self- guidelines for on write (for
guiding questions:
Reflection handling Principles/Guidelines themselves) a
difficult self-reflection Which skills did
customers, outlining the you learn about?
trainees will skills they
write a self- learned, what Which skills do you
reflection on they need to need to work on?
which skills improve, and
they need to their goals. How will you work
improve and on them?
what kind of
customer What kind of
service customer service
representative representative do
they want to you want to be?
be.
3 2 Lesson Review and n/a Presentation of n/a n/a Slides with
Summary Facts text/graphics

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