CUSTOMER SERVICE TRAINING PROJECT

2015

ARCS All Rights Reserved.

TABLE OF CONTENTS
Instructor Information........................................................................................1
Content Introduction...........................................................................................1
Course Introduction............................................................................................1
Preparation Checklist.........................................................................................1
Audience Information.........................................................................................2
Overview of Materials.........................................................................................3
Time-line............................................................................................................4
Training Tips.......................................................................................................4
Using the Guide.................................................................................................6

Class Overview...................................................................................................7
Lesson 3: The New and Improved Product Reference Guide.....................11
Topic 1: Introduction........................................................................................11

Topic 2 Accessing the Product Reference Guide..............................................15

Topic 3 How to Read the Product Reference Guide.........................................16
Topic 4 How to Search for Products.................................................................16
Topic 5 Activity-Scavenger Hunt.......................................................................18
Topic 6 Summary.............................................................................................22
Topic 7 Questions.............................................................................................22

Lesson 4 Answering Customer Questions....................................................23

Topic 1 Introduction..........................................................................................23
Topic 6 Implementing Service Recovery Using the 4As...................................25
Topic 7 Activity-Role Play of Service Recovery Scenarios................................28
Topic 8 Summary.............................................................................................31

Appendix A........................................................................................................32
Product Reference Guide.................................................................................32

Appendix B........................................................................................................33
Product Reference Guide Job Aid....................................................................33

Appendix C........................................................................................................34
4As Job Aid Side A...........................................................................................34
4 As Job Aid Side B..........................................................................................35

INSTRUCTOR INFORMATION
CONTENT INTRODUCTION
The Customer Service Training program for PJ Enterprises has been designed
to provide instruction to telephone operators (TOs) in excellent customer
service skills with a focused goal of improving customer service. Customer
Service Supervisors (CSS) will also attend the training to learn TO customer
service and task requirements and therefore be able to provide
reinforcement of the skills learned during their supervision of TOs.

COURSE INTRODUCTION
The course outline takes into consideration all aspects of the TO position.
Course lessons are organized by task and customer service skill groupings,
and lessons frequently build upon learning in previous lessons. Additionally,

each lesson includes activities to assess participants' learning and to

demonstrate their knowledge and skills in realistic scenarios.
The following table contains the Course Outline:

Introducti
on
Lesson 1

Course Outline
Introduction to the training
Using Good Customer Service and Excellent Etiquette

Lesson 2

Using Scripts During the Call

Lesson 3

Using the New and Improved Product Reference Guide

Lesson 4

Answering Customer Questions--How to be a TO Rock Star with

Excellent Etiquette when it Matters

Lesson 5
Lesson 6
Lesson 7

Cross-Selling and Upselling

Administrating Survey with a Smile
Putting it All Together: The Real World Approach

PREPARATION CHECKLIST
The following information will assist with the preparation that will need to
take place prior to the training class.
One week prior to the class
o Review this facilitator guide and be familiar with all of the content
o Review the PowerPoint slide presentation
o Acquire the list of attendees for each training session
o Determine the amount of total participants
o Verify you have enough of each Job Aids printed from Appendices
o Determine the logons needed for the training computers
o Make copies of the participant guide
o Communicate room set up requirements
o Purchase tickets for drawing
o Acquire and decorate prize bucket
o Acquire prizes
o Acquire timer
o Review lunch arrangements and set up with PJ Enterprises contact
o Create music playlist
Day Before Training Class
o Confirm each training computer is set up with the PDF Reader

Verify lunch order has been placed, scheduled for the correct time,
and confirm facility set up

Day of the Class

o Gather Supplies
Participant Guides
Job aid copies
Evaluation Sheets
Attendance Lists
Blank paper for name table tent
Black Markers
Tickets for Prize Drawing
Bucket for Prize Drawing
Prizes
Pens
o Verify Room Set Up
Equipment is set up and functional
Test PowerPoint and set it up to first slide
Test YouTube Video and sound
Verify table and chair arrangements
Verify restroom locations
Test and verify computer logons
Set out handouts
Set out Prizes
Set up Timer
Lunch area set up
Music ready for breaks

AUDIENCE INFORMATION
The audience for the Customer Service Training includes telephone
operators (TOs) and customer service supervisors (CSS). Both groups have
a similar profile with a key difference in experience. Audience
characteristics include the following:

Gender:
o All are women.
Age range: 18-69
o Most are between 18-34 or 56-69.
o A small number are between 35-55.
Education
o All have either a high school diploma or GED.
o A few have taken college courses, but none has
completed a college degree.
Work Experience and Qualifications

TOs
Some have worked as telephone operators.
For many, this is a first job.
All have demonstrated in the interview process
that they have the ability to be courteous on a
phone call.
CSS
All are former TOs at PJ Enterprises who were topsales people.
None has previous supervisory experience and
they have received little training as supervisors.
Instead, they have worked their way up the ladder
to become CSS.

Note: All participants have prerequisite knowledge of and have used the PJ
Enterprises order entry system.

OVERVIEW OF MATERIALS
The following materials will be necessary for the day of the training:
Paper to create table tent in Icebreaker
Attendance Sign in sheet
Flipchart for brainstorming
Markers for flipchart
Pens and/or Pencils for participants
Handouts of Student Guide (PowerPoint slides) for note taking
purposes
Sample product and product ID code for demonstration
Job aids (enough for each participant)
Computers updated with New Product Reference Guide
Music playlist
Timer

Bucket for prize drawing

Tickets for prize drawing during Scavenger Hunt
Five prizes for winners of Scavenger Hunt

TIME-LINE
Course Topics

Timefra
me

Introducti
on

Introduction & Welcome to Customer Service Training

8:00-8:15

Lesson 1

Using Good Customer Service and Excellent

Etiquette

8:15-9:15

Lesson 2

Using Scripts During the Call

9:15-10:15
10:1510:30

Break
Lesson 3

Using the New and Improved Product Reference

Guide

10:3011:30
11:3012:00

Lunch
Lesson 4

Answering Customer Questions--How to be a TO Rock

Star with Excellent Etiquette when it Matters

12:00-1:00

Lesson 5

Cross-Selling Upselling

1:00-2:00

Break

2:00-2:15

Lesson 6

Administrating Survey with a Smile

2:15-3:15

Lesson 7

Putting it All Together: The Real World Approach

3:15-4:15

TRAINING TIPS
The following is a list of things that could help make facilitating this course
easier and more effective:
Do:

Familiarize yourself with this guide and its contents

Have a basic knowledge of TOs and CSS job description
Be familiar with PJ Enterprises products
Go through the Power Point presentation, instructor notes, product
reference guide, job aids and activities prior to training
Be prepared for all the activities in the lessons prior to training
Coordinate all materials needed with the appropriate lessons
Be familiar with the physical layout and equipment of the training
environment and use it to your advantage
Plan so that the lessons stay within the allotted time
Be sure that all necessary materials are ready the day of the training
(preparation checklist)
Have an attendance sheet prepared to record attendance
During training, leave ample time for questions and discussion
Have fun! Be yourself! The instructor notes are broad, so feel free to
share personal experiences and stories as appropriate and relevant
Don't:
Wait until the day before the training to prepare
Ignore or dismiss TOs and CSS questions or concerns
Conduct other business or activities during training that is not
relevant to the training
Let discussions get out of control. It is very important to stay on time
Introduce irrelevant topics to the discussion

Assume all materials for training will be ready and waiting. Make sure
they are available and ready
Treat TOs in a disrespectful or unprofessional manner

USING THE GUIDE

This Facilitator Guide is intended to do two things:
1) Guide you through the Customer Service Training of TOs and CSS
2) Help you facilitate all future Customer Service Training consistently.
Before conducting the training, become familiar with the contents of the
guide.
In particular, please note that the guide has the following features to help
you conduct the training:
Left-hand column: Provides notes to you, the facilitator, on how to teach
the specific topic.
Right-hand column:

Provides slides that youll use in training but also that the trainee will
have in the student guide and will take away as a reference. Be sure
to reference this information from time to time so trainees become
familiar with the guide contents.

Symbols: Provide visual cues to content and instruction, and are found in
the center column of the guide. The following table is a key to the symbols
used in this guide:

Key to Symbols Used in the Facilitator Guide

Symbol

Meaning
Facilitator speaks
Questions
Important Material
Objectives

Topics
YouTube video/audio to play
Activity

CLASS OVERVIEW
Time: 15 min.
Tell: Welcome to the
Customer Service Training
Class. We will take the next
few minutes to give an
overview to the training
class.

Tell: Lets start by going

over the administrative
details.

Welcome

Administrative Details

Explain: each of the bullet

points on the slide and
elaborate on the details of
each item.

Tell: The participants your

name and background.
Explain: your qualifications

Introductions

for facilitating the class.

Ask: each participant to
take the paper in front of
them and fold it in half
lengthwise to make a table
tent with their first name on
both sides. Have them
write:
1) one concept or item
they hope to learn
about in this training
in the upper left
hand corner
2) length of
employment at PJ
Enterprises in the
upper right hand
corner
3) descriptive word for
customer service in
lower left hand
corner
4) favorite snack in
lower right hand
corner of tent.
Show: participants an
example of one you made
for yourself. Allow 5
minutes for the participants
to complete and then share
their responses with the
group.
Explain: during this
training we will be
completing many activities
and will get a chance to get
to know each other better
throughout the training.

Tell: participants that next

we will review our purpose
for attending this class.

Explain: that this course is

designed to provide
telephone operators (TOs)
customer service skills with
a focused goal of helping
reach our company goals of
increased sales and
customer service scores.
Both TOs and Customer
Service Supervisors (CSS)
are attending the training.
CSS will attend to learn
customer service basics
and task requirements
allowing them to assist TOs
when needed.

Emphasize: their
individual importance and
contribution in reaching the
company goals.

Purpose of Training

Read: the objectives from

the slide.

Identify PJ
Enterprises Mission
and values without
assistance

Provide customer
service that is
evaluated on the
observation guide as
sincere, welcoming
and professional

Locate products and

answer customer
questions using the
product reference
guide within 30
seconds

Answer calls, place

orders, process
customer orders and
exchanges, offer the
survey, and end the
call using the
customer service
script without errors

Offer a pre-approved
solution when
presented with a
difficult customer
request without error

Perform service
recovery situations
accurately utilizing
the 4 As checklist

Transfer calls to a
CSS in situations
defined as

Objectives

appropriate using the

job aid

When placing orders,

offer cross-selling
and upselling
products utilizing the
job aid without errors

Gain 75% completion

of customer service
survey based on call
metrics

Demonstrate three
tactics that can be
used to remain
positive when
receiving critical
feedback

Explain: after the training

is completed they will be
able to perform each of the
objectives.
Emphasize: how learning
these skills will help
achieve the goal of
excellent customer service.
Tell: This is an outline of
the course and the topics
that will be covered today.
Read: the bullet points on
the slide.
Explain: how each lesson
builds on the skills learned
in the previous lesson, to
form a comprehensive skill
set with regards excellent
customer service at PJ
Enterprises

Organization of Training

Tell: This shows the

timeline for the day.

Timeline

This class will be 8 hours

with 30 minutes for lunch.
Lunch will be provided by PJ
Enterprises.
You will also have 2 breaks
scheduled.
We will finish on time today.
Ask: are there any
questions?

Questions

Explain: any questions

needed.

LESSON 3: THE NEW AND IMPROVED PRODUCT

REFERENCE GUIDE
Time: 60 min.

TOPIC 1: INTRODUCTION
Introduction

Tell: This next lesson will

teach you how to use the
new Product Reference
Guide.
Explain: In order to
provide excellent customer
service, telephone
operators need to be very
familiar with the product
line of PJ Enterprises. For
these reasons, PJ
Enterprises has designed a
new user-friendly,
searchable Product
Reference guide in PDF
form. This lesson will
introduce you to the guide,
its function and features
and give you opportunities
to practice using the guide-and have a little fun along
the way.
Emphasize: that the
product reference guide is
now in PDF form and
organized in a manner
different than what they
have used before. The goal
of the training is to learn
skills to provide the best
possible customer services
experience for our
customers. Having the
skills to find products
quickly, easily and
accurately is central to this
goal.

Introduction

Explain: how finding

products quickly and
accurately is central to their
job of taking and processing
customer orders and so is
critical to excellent
customer service, and will
help to reduce customer
complaints.

Tell: This is where you are

in the course, and this
shows where this lesson fits
in with the overall structure
of the course.
Explain: that they have
already learned using
excellent etiquette with
customer service and have
learned what to say to help
them deliver excellent
customer service.
This lesson will help you
learn about the new
product reference guide
and give you the skills you
need to use it efficiently.

Importance

Overview

Tell: After this training, you

will be able to:

Objective

Locate products and answer

customer questions using
the product reference guide
within 30 seconds.

Tell: This lesson covers

how to open the product
reference guide, how to
read a product information
page, how to conduct a
search for a product and
the ways to do that (4) and
has a scavenger hunt game
to find products.
Explain: how each topic
builds on skills learned in
the previous topic so at the
end of the lesson you
should be able to use the
product reference guide
completely.
Tell: participants to write
down any questions as we
go through the topics and
we'll discuss them at the
end of the lesson.

Lesson Topics

Topic
1 Introduction
2 How to Open the Product
Reference Guide
3 How to Read the Product
Reference Guide
4 How to Search the Product
Reference Guide
5 Activity: Scavenger Hunt
6 Summary
7 Q&A

Explain: what the

product reference guide
is and why PJ
Enterprises is switching
to this new form.
In this lesson, youll
learn how to use the
new Product Reference
Guide.
Tell: participants that
this guide has a lot of
new features including:

PDF format.
o

You can now

open the guide
on your
computer while
assisting
customers.

Searchability using
different methods

Relevant product
information
located on one
page for easy
access

Emphasize: how this

new Product Reference
Guide will help them
provide better customer
service and relieve some
stress in dealing with
customers.
Explain: the features of
the guide and how each
will help provide better
customer service.

Introducing the New and Improved

Product Reference Guide

TOPIC 2 ACCESSING THE PRODUCT REFERENCE GUIDE

Tell: participants that the
product reference guide is
located on your workstation
computers. The icon is of a
PDF document and is called
PR Guide. PDF

Ask: TOs to find product

reference guide icon on
their computers
Show: how to find and
open the product guide

Locate the correct

icon

Double click to open

Practice:

Have TOs locate the

correct icon on their
computers.

Have TOs open the

product guide.

Check to make sure

all have done it
correctly.

Correct any
mistakes.

Answer any
questions.

Transition: Now that

you've opened the Product
Reference Guide, let's look
at what a product
information page looks like.

TOPIC 3 HOW TO READ THE PRODUCT REFERENCE GUIDE

Tell: The product
information page will
contain an overview of the
products details.
Explain: each feature of
the product guide
information page.

Product Name

Product ID Number

Product Description

Catalog Page Number

Physical Dimensions
(if applicable)

Possible Keywords

Associated Crosssell/Upsell Items

Point to each feature as

you explain it.

Emphasize: how having

quick, easy access to this
information will help
improve customer service
and make their jobs easier.

How to Read the Product Reference

Guide

Transition: In order to use

the guide, chances are
you'll have to do a search.
Let's look at how to do a
search.

TOPIC 4 HOW TO SEARCH FOR PRODUCTS

Tell: participants that a
search will be the primary
way that you will find
products in the guide.
The new product reference
guide has a built in search
feature.

To access the search

feature press CTRL +F
(Control and F
simultaneously) The search
box will pop up.
Then enter search
information into search box
and click "Next"
Demonstrate: to TOs how
to open the search box.
Practice:

Give the TOs the

product name "Great
Garden Gnome
Massacre", product
ID #17409388
(picture below)

TOs conduct search

for item.

Check to be sure all

TOs have found the

How To Search for Products

correct item.

Correct any mistakes.

Answer any
questions.

Tell: There are four types

of search methods.

Keyword

Product ID number

Catalog Page number

(#)

Cost range

Explain: a brief description

of each.

Keyword: relevant
word or words

Product ID #: each
product has an
assigned product ID
#

Catalog page #: the

page of the customer
catalog the product is
found on

cost range:
predetermined
ranges of prices in
which the product
price fall

Emphasize: each method

as you discuss
(Skip to Scavenger Hunt)

TOPIC 5 ACTIVITY -SCAVENGER HUNT

Tell: To test our skills we
will be participating in a fun
activity. This activity will
use our learned skills to
Scavenger Hunt using the

Scavenger Hunt

Product Reference Guide to

answer real world
questions.
Explain: each bullet point
and elaborate to explain
the section.
Emphasize: how
participants will want to
work on both accuracy and
speed. Our goal after the
training will be to locate
products in under 30
seconds.
Tell: Correct answers based
on the time recorded will
earn prizes. Like in the
previous activities you will
earn tickets. (refer to
previous section that
explains ticket procedure.)
Show: the tickets, the
ticket bucket and the prize
table.
Ask: Do you all have the
Product Reference Guide
open on your computer?
Explain: you will read the
scenario out loud, then say,
"begin" while starting the
timer.
Tell: Once you record your
answer also record the time
on the timer.
Ask: Any questions?
Explain: to them that youll
read the scenario and say,
"Begin." (start timer)

Activity 1

Read: the scenario, and

say, Begin.
Give: participants time to
complete the activity.
Should take less than 2
minutes.

Explain: to them that youll

read the scenario and say,
"Begin." (start timer)

Activity 2

Read: the scenario, and

say, Begin.
Give: participants time to
complete the activity.
Should take less than 2
minutes.

Explain: to them that youll

read the scenario and say,
"Begin." (start timer)

Activity 3

Read: aloud the scenario

and say, Begin.
Give: participants time to
complete the activity.
Should take less than 2
minutes.

Explain: to them that youll

read the scenario and say,
"Begin." (start timer)

Activity 4

Read: aloud the scenario,

and say, Begin.
Give: participants time to
complete the activity.
Should take less than 2
minutes.

Explain: to them that youll

read the scenario and say,
"Begin." (start timer)

Activity 5

Read: the scenario, and

say Begin.
Give: participants time to
complete the activity.
Should take less than 2
minutes.

Tell: participants we are

now going to review the
answers. This will be selfgraded.
Explain: one answer at a

Answers

time. Take time to explain

how the answer was found.
Encourage discussion by
the participants about the
challenges they faced.
Emphasize: Our goal is to
be able to answer the
questions in fewer than 30
seconds. Compare the
results with the goal and
emphasize that with
continued practice they will
get faster.
Give: out the tickets after
each answer based on
participants' self-reporting.

TOPIC 6 SUMMARY
Review: the major topics
of the lesson
how to search
the search methods
(4)
the importance of
finding products
quickly and
accurately
how this relates to
customer service
Emphasize: Customer
Service is our #1 priority.

Summary

TOPIC 7 QUESTIONS
Ask: TOs if there are any
questions and/or issues
they would like to discuss.
Answer: any questions
and/or moderate brief
discussion.
Be sure to watch your
time during Q&A.

Questions

Transition: Now that

youve become a Boss at
finding products, next,
youre going to learn how
to be a Product Knowledge
Rock Star when answering
Customer Questions.

Skip to Lesson 4

LESSON 4 ANSWERING CUSTOMER QUESTIONS

Time:

TOPIC 1 INTRODUCTION
Introduction
Welcome: them back from
lunch!

Introduction

Tell: them that this next

lesson involves best
practices for handling
customer questions
effectively and becoming a
customer service rock star!
Explain: that this lesson
builds from previous
lessons on learning pdf
product reference guide
skills and customer service
skills.
Explain: that this section
covers some of the most
challenging aspects of
customer service calls and
teaches you how to
respond.
Tell: them that in addition

Importance

60 min.

to the customer service

skills you've already
learned to this point, this
lesson will provide guidance
in some of the more
challenging aspects of
customer service calls and
how a TO should respond;
namely:

How to handle
difficult customer
questions

When to transfer
calls to a CSS

How to perform
service recovery.

Tell: participants where

they are in the course with
the help of this overview so
they can see where this
lesson fits in with the
overall design of the
course.

Overview

Explain: that participants

have moved from training
in excellent etiquette, to
using scripts during calls, to
learning how to use the
new product reference
guide.
This lesson on Answering
Customer Questions
introduces new and vital
best practices in customer
service to integrate with all
the learning to this point.
Tell: participants that this
lesson is made up of the

Lesson Topics

Topic

following topics:

Answering questions
using the new
product reference
guide, which was
introduced in the last
lesson

Problem solving
difficult customer
questions

Determining when to
transfer a call to the
CSS

The 4 As of Service
Recovery.

1 Introduction
2 Answering Questions Using the
PR Guide
3 Problem Solving Difficult
Customer Requests
4 Activity: Role Play Difficult
Customer Scenarios
5 Determining When to Transfer
Call
6 Implementing Service Recovery
Using the 4 As
7 Activity: Role Play Service
Recovery Scenarios
8 Summary/Q & A

It also contains activities to

support learning.
Tell: them that if they have
any questions as we work
through the lesson, they
should feel free to ask as
the lesson progresses...
SKIP to Topic 6

TOPIC 6 IMPLEMENTING SERVICE RECOVERY USING THE 4AS

Tell: them that the lessons
are now moving from the
last topic, Determining
When to Transfer Calls, to
the focus of this lesson,
addressing challenging
customer calls using the 4
As.
Read: the objectives from
the slide.

Objective

Explain: why service

recovery is important to
customer service and to the
long-term success of PJ
Enterprises.

Tell: that you will be

playing examples of calls
that both did and did not
implement effective service
recovery.
Explain: that as they listen
they should note what they
think did or did not work
from the TOs end.
Explain: that these are
recordings of actual
customer service calls, but
that none of these
examples involves any
current employees at PJ
Enterprises.
Play: the examples of
effective and ineffective
service recovery calls
(YouTube).
Emphasize: the point that
good Service Recovery
skills can mean the
difference between keeping
and losing a customer.
Instruct: participants to, as
they listen to the calls, note
how, why, and when they
think recovery was or was
not achieved. At the end,

say, Lets discuss it.

Ask: What did you hear in
these calls? What is your
feedback about what you
think did or did not work in
the call? When was the
moment that service
recovery succeeded or
failed?
Tell: participants that PJ
Enterprises follows best
practices in service
recovery called the "4 As."
Explain: that this section
will cover all 4 and lead to
role play of scenarios using
them.
Explain: that one best
practice in customer service
is the 4 As of Service
Recovery, listed here. Read
them from the slide.
Say: On the following
slides you will learn more
about each.
Explain: that the image on
the slide is also the job aid
that they will have at their
work stations to help on the
job.
Explain: that
Acknowledge is the first of
the 4 As in Service
Recovery.
Say: To acknowledge
means to let the customer
know that you hear and
thereby affirm what the

customer is telling you.

Explain: that the bullets on
the slide provide specific
ways that a TO should
acknowledge customer
concerns on a call.

Explain: that the next A is

Apologize, an expression
of regret on behalf of PJ
Enterprises.
Say: To apologize means
to say sincerely that you
are sorry the customer has
not had his or her
expectations met. Your
apology is not a personal
apology but rather an
apology on behalf of PJ
Enterprises. Try not to take
it personally.
Review: the bullets on the
slide to provide a specific
approach to apologizing
and examples of ways to
apologize.
Emphasize: that an
apology is not a TOs
personal apology and the
TO should not take a
personal stake in it.

Tell: "Alleviate" is the next

of the 4 As
Explain: that Alleviate is
the third A.
Say: When you alleviate,
you attempt to relieve the
customer's specific
concern. Alleviation is
achieved through
affirmative statements but
also through offering a
solution.
Explain: that the slide
presents techniques for
alleviating a call as a TO.

Explain: that the final A is

Appreciation.
Emphasize: that
expressions of appreciation
are important to service
recovery and play a key
role in long-term customer
retention.
Say: Appreciating basically
means thanking the
customer and inviting the
customer back to shop
again at PJ Enterprises.
Read: the slide which
contains specific ways and
times to appreciate a
customer's call and
business with the company.

Emphasize: that in
practice a TO may note that
the 4 As sometimes
overlap, or that a TO may
implement one technique
but not others on any given
call.
Say: Let's move on to
practicing the 4 As!

TOPIC 7 ACTIVITY -ROLE PLAY OF SERVICE RECOVERY SCENARIOS

Tell: participants that the
lesson is now moving from
the knowledge portion to
practice with role play of
service recovery scenarios.

Explain: that for this part,

we are going to practice
using the 4 As of Service
Recovery with the checklist
(on the slide) as a guide.
Tell: them that this
checklist will be a job aid
for them to use on the job.

Read: the slide aloud,

indicating how the exercise
will work (practice 4 As
using checklist in prior slide
as a guide).
Give: them a minute to
choose a trio.
Explain: the instructions;
that is, each group will do

all three scenarios, each

scenario only once, and
individual roles will switch
as scenarios switch.
Tell: them that the
scenarios begin on the
following slide.

Tell: participants that this is

the first service recovery
scenario.
Read: the scenario aloud
from the slide.
Practice: the scenario role
play. Remind Observer to
use the 4 As checklist as a
guide.
Remind: participants that
they will be taking turns as
TO, Customer, and
Observer.
Circulate: around the room
to monitor the progress of
the role play.
Discuss: their progress.
After about 2 minutes of
practice, call for attention
and ask for participant
sharing.

Tell: participants this is the

second service recovery
scenario.
Read: the scenario aloud
from the slide.
Practice: the scenario role
play. Remind Observer to
use the 4 As checklist as a
guide and to change roles.
Discuss: their progress.
After about 2 minutes of
practice, call for attention
and ask for participant
sharing.

Tell: participants this is the

final service recovery
scenario.
Read: the scenario aloud
from the slide.
Practice: the scenario role
play. Have participants
practice using the 4 As
checklist as a guide and
change roles yet again.
Discuss: their progress.
After about 2 minutes of
practice, call for attention
and ask for participant
sharing.

TOPIC 8 SUMMARY
Summary/Q & A
Summarize: the key
concepts covered in this
lesson.
Remind: participants that
they will have the 4 As job
aid with them at their work
stations to help as they
encounter such scenarios
on the job.
Ask: Do you feel that you
understand the key
concepts and best practices
from this lesson? Do you
have any questions or
concerns?
Discuss: their questions.
Explain: at the end of Q&A
that they will move to
Cross-Selling and Upselling
in the following lesson.

APPENDIX A
PRODUCT REFERENCE GUIDE

APPENDIX B
PRODUCT REFERENCE GUIDE JOB AID

APPENDIX C
4AS JOB AID SIDE A

4 AS JOB AID SIDE B