Académique Documents
Professionnel Documents
Culture Documents
Electronic Product
Guide Training
Facilitator Guide
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Instructor Information
Content Introduction
This course is designed to increase telephone operators skills in product information and customer service,
both of which are critical to improving call center efficacy and customer satisfaction. In this course, the
electronic product guide course trains telephone operators in how to use the electronic product guide
effectively. The result of implementing these courses will be a more viable call center team and raised
customer service standards, addressing PJ Enterprises needs for growth expectations.
Please note: this course is a prerequisite to the customer service training course.
Audience Information
The participants for this training will include all telephone operators employed with PJ Enterprises. The
audience characteristics are comprised of the following:
Gender: female
Ages: ranges from 18-60 years
Education: high school, GED, with some having completed a few college level courses
Experience: Experience ranges from new hires who have no prior work experience to seasoned operators
employed either with PJ Enterprises or who come with similar work skills from another company. The
telephone operators are familiar with basic software and computer commands. The procedures of how to use
the electronic product guide as well as the new products presented during the training will be new information.
The telephone etiquette and customer service training will provide new guidelines, procedures, and methods
for interacting with customers. All have been informed that this is a new mandatory training. DFP has worked
with the call center customer service supervisors from all shifts to provide input in the training materials and
highly recommends they also participate in the training so that they are able to reinforce, monitor, and
encourage the skills that are learned in the day to day operations. In addition, this will help them to be able to
evaluate telephone operator performance of course objectives on the job. PJ Enterprises has a history of
promoting customer service supervisors from working telephone operators, and therefore supervisors have the
same learner characteristics and background, except with a longer time in service with PJ Enterprises.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Course Introduction
A. Course Outline for the Electronic Product Guide Training
1. Lesson One: Using the Electronic Product Guide to Search for Products
A. Lesson Introduction
B. Accessing the electronic product guide
C. Finding product information quickly in the electronic product guide using/search options
D. Exercise: Finding products using different search criteria
E. Lesson One review and summary
2. Using the Electronic Product Guide to identify product inventory Changes
A. Lesson Introduction
B. Accessing the electronic product guide
C. Identifying product inventory changes
D. Exercise: Identifying new and discontinued products using the search functions
E. Lesson Two review and summary
F. Closing out of the electronic product guide
G. Suggestions for further independent practice
Timeline: Electronic Product Guide Training
This electronic product guide training should take approximately 2 hours total to complete, broken into two 60minute lessons. The time duration for each given segment is approximate, but staying close to the given time
allotment is important to complete the lessons material. Use this schedule to map your actual training lesson
times.
1. Lesson One: Using the Electronic Product Guide to Search for Products [1 hour total]
A. Lesson Introduction
5 min.
__:__ to __:__
5 min.
__:__ to __:__
15 min.
__:__ to __:__
25 min.
__:__ to __:__
10 min.
__:__ to __:__
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
2. Lesson Two: Using the Electronic Product Guide to Identify Product Inventory Changes [1 hour total]
A. Lesson Introduction
5 min.
__:__ to __:__
2 min.
__:__ to __:__
15 min.
__:__ to __:__
20 min.
__:__ to __:__
6 min.
__:__ to __:__
2 min.
__:__ to __:__
10 min.
__:__ to __:__
Facilitator Tips
Lesson Preparation
Before each session plan for any unexpected challenges that might arise, such as an internet or
computer outage, equipment failure, etc. Test all equipment at least one day prior to the
training session. If problems arise consult with your co-facilitator (if applicable), available
supervisors, and IT staff to help resolve them.
Read through the facilitator guide to familiarize yourself with the material. Review and
practice presenting the information several times before the training.
Display activity and role-play instructions on a slide or flip chart, in addition to them being
available in the learner guide. This will allow participants to easily follow along as you are
explaining what they will do. You can also use this to re-direct the group to instructions if the
activity goes off-topic.
Time Management
Keep track of time for each lesson. If you are sharing the responsibility with a co-facilitator,
come up with a signal to alert one another when nearing the end of a time period.
Highlight information or activities that you can cover more quickly or skip if you are running
short on time. Have additional discussion points or examples on hand if the session is running
short.
Present the information in your own words. Familiarize yourself with the content and use the
points on the slide or in the facilitator guide to remind you of important concepts to cover.
This will allow for a more natural presentation and create a more relaxed and engaging
experience for the learners.
Encourage the group to share examples of personal experiences and share your own
experiences when applicable as examples. The more real-world experience you can
incorporate, the more the learners will feel valued and trust your expertise.
Circulate around the front of the room, away from the podium and computer, when presenting
information or leading a discussion. Your proximity to learners promotes higher engagement.
Create a parking lot for participants to post questions that may arise that you cannot address
immediately. Tell the group that their questions will be addressed by the end of the lesson.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Speak slowly and clearly. Allow adequate wait time after asking a question for participants to
respond. By allowing up to 5 seconds of wait time you will find that the length and
correctness of learner responses increase; the number of "I don't know" and no answer
responses decreases; and the number of volunteered, appropriate answers by greater numbers
of learners greatly increases.
If a participant asks too many questions, state that you welcome the questions and encourage
the participant to post them in the parking lot so you can address them. Remind the audience
that questions in the parking lot will be addressed by the end of the session.
If a participant dominates the conversation during large or small group discussions, kindly
thank the person for the input and ask to hear opinions from others. If the person continues,
speak to the person during the break and respectfully convey that others need to have the
opportunity to contribute.
During small group activities, briefly visit each group to ensure that everyone is participating.
If you notice a group that is struggling or needs assistance, ask a leading question or suggest
another direction they might explore.
Review this facilitator guide and be familiar with all of the content
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Verify lunch order has been placed Verify scheduled start and end time
Gather Materials
Participant Guides
Evaluation Sheets
Attendance Lists
Flipcharts
Set up timer
Sign in sheet
Participant Guides
Evaluation Sheets
Attendance Lists
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Welcome
Administrative Details
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
Introductions
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Purpose of Training
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Course Objective
Organization of Training
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Questions
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5 min.
__:__ to __:__
5 min.
__:__ to __:__
Demonstration
2 min.
__:__ to __:__
Launch guides
3 min.
__:__ to __:__
15 min
__:__ to __:__
Search criteria
7 min.
__:__ to __:__
8 min.
__:__ to __:__
25 min.
__:__ to __:__
2 min.
__:__ to __:__
3 min.
__:__ to __:__
15 min.
__:__ to __:__
5 min.
__:__ to __:__
10 min.
__:__ to __:__
Review lesson
5 min.
__:__ to __:__
Questions
5 min.
__:__ to __:__
\\\\\
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Tell: This next lesson will teach you how to use the new
Product Reference Guide.
Introduction
Slide 1: Introduction
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Importance
Slide 2: Why is this important?
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Overview
Slide 3: Overview
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Explain: In this lesson, you will use the new product guide to
retrieve product details. You will be given keywords and
typical questions.
Objectives
Slide 4: Course Objective
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Topics
This lesson includes the following topics:
Topic
Page
Introduction
Activity-Scavenger
Hunt
Summary
Questions
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Topic A: Introduction
Tell: This topic focuses on showing you how to use the search
capacity of the product reference guide.
Explain: Remind learners that this document is the same as
the printed form, but is interactive and quickly searchable.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Item Name
Item Number
Category
Sub-category
General Description
Brand Name
Keyword
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Press CTRL + F to open up the search field, which will open in the
top right hand corner of the screen. You can search using any of
the criteria we showed above in an example
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Tell: Now its your turn to find products. Using the electronic
product guide, youre going on a scavenger hunt using the
keyword search function to find specific products or product
details.
Practice example:
Find the price of the Collapsible Storage Ottoman.
Explain: Finding the product page with the price is a quick
process, particularly if you know the exact product name.
(Facilitator models the search and finds answer: $37.00)
See the sample product guide model slide, the Scavenger Hunt
answer tally sheet in appendices E and F.
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3.5
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3.5
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Topic E: Summary
Questions
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Please find the Customer Service Training beginning on the next page.
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PJ Enterprises
Customer Service
Training
Facilitator Guide
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Instructor Information
Content Introduction
This is the second training in a two-part course is designed to increase telephone operators skills in product
information and customer service, both of which are critical to improving call center efficacy and customer
satisfaction. The electronic product guide course is a prerequisite to this training. This customer service
course focuses on strengthening telephone operators phone etiquette and customer service skills to meet
customers needs more efficiently and politely. The result of implementing these courses will be a more
viable call center team and raised customer service standards, addressing PJ Enterprises needs for growth
expectations.
Audience Information
The participants for this training will include all telephone operators employed with PJ Enterprises. The
audience characteristics are comprised of the following:
Gender: female
Ages: ranges from 18-60 years
Education: High school, GED, with some having completed a few college level courses
Experience: Experience ranges from new hires who have no prior work experience to seasoned operators
employed either with PJ Enterprises or who come with similar work skills from another company. The
telephone operators are familiar with basic software and computer commands. New information will
include procedures for how to use the electronic product guide as well as the new products presented during
the training. The telephone etiquette and customer service training will provide new guidelines, procedures,
and methods for interacting with customers. All employees and supervisors have been informed that this is
a new mandatory training. DFP has worked with the call center customer service supervisors from all shifts
to provide input in the training materials and highly recommends they also participate in the training so that
they are able to reinforce, monitor, and encourage the skills that are learned in the day to day operations. In
addition, this will help them to be able to evaluate telephone operator performance of course objectives on
the job. PJ Enterprises has a history of promoting customer service supervisors from working telephone
operators, and therefore supervisors have the same learner characteristics and background, but are
differentiated by their longer service and experience at PJ Enterprises.
Prerequisites: Learners have completed the electronic product guide training course.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Course Introduction
Session One: Telephone Etiquette Basics
A. Lesson Introduction
B. Overview of basic call greetings
C. Greeting and introduction composition
D. Exercise: Using appropriate greetings and introductions with given scenarios
E. Lesson One review and summary
2. Lesson Two: Following basic conversation flow
A.
Lesson Introduction
B.
C.
D.
E.
F.
A.
Lesson Introduction
B.
C.
D.
E.
4. Lesson Four:
A.
Lesson Introduction
B.
C.
Write a closing
D.
E.
F.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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A.
Lesson Introduction
B.
C.
D.
E.
A.
Lesson Introduction
B.
C.
D.
E.
F.
A.
Lesson Introduction
B.
C.
D.
The customer service training is a total of 8 hours divided into two 4 hour long sessions. The lesson topics
detailed below in the facilitator guide should take approximately 30-40 minutes to complete. Timing is
flexible within a 10-15 minute plus or minus time frame. You can adjust based on needs of the audience.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Before each session plan for any unexpected challenges that might arise, such as an internet
or computer outage, equipment failure, etc. Test all equipment at least one day prior to the
training session. If problems arise consult with your co-facilitator (if applicable), available
supervisors, and IT staff to help resolve them.
Read through the facilitator guide to familiarize yourself with the material. Review and
practice presenting the information several times before the training.
Display activity and role-play instructions on a slide or flip chart, in addition to them being
available in the learner guide. This will allow participants to easily follow along as you are
explaining what they will do. You can also use this to re-direct the group to instructions if
the activity goes off-topic.
Time Management
Keep track of time for each lesson. If you are sharing the responsibility with a cofacilitator, come up with a signal to alert one another when nearing the end of a time
period.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Highlight information or activities that you can cover more quickly or skip if you are
running short on time. Have additional discussion points or examples on hand if the session
is running short.
Present the information in your own words. Familiarize yourself with the content and use
the points on the slide or in the facilitator guide to remind you of important concepts to
cover. This will allow for a more natural presentation and create a more relaxed and
engaging experience for the learners.
Encourage the group to share examples of personal experiences and share your own
experiences when applicable as examples. The more real-world experience you can
incorporate, the more the learners will feel valued and trust your expertise.
Circulate around the front of the room, away from the podium and computer, when
presenting information or leading a discussion. Your proximity to learners promotes higher
engagement.
Create a parking lot for participants to post questions that may arise that you cannot
address immediately. Tell the group that their questions will be addressed by the end of the
lesson.
Speak slowly and clearly. Allow adequate wait time after asking a question for participants
to respond. By allowing up to 5 seconds of wait time you will find that the length and
correctness of learner responses increase; the number of "I don't know" and no answer
responses decreases; and the number of volunteered, appropriate answers by greater
numbers of learners greatly increases.
If a participant asks too many questions, state that you welcome the questions and
encourage the participant to post them in the parking lot so you can address them. Remind
the audience that questions in the parking lot will be addressed by the end of the session.
If a participant dominates the conversation during large or small group discussions, kindly
thank the person for the input and ask to hear opinions from others. If the person continues,
speak to the person during the break and respectfully convey that others need to have the
opportunity to contribute.
During small group activities, briefly visit each group to ensure that everyone is
participating. If you notice a group that is struggling or needs assistance, ask a leading
question or suggest another direction they might explore.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Participant Guides
Evaluation Sheets
Attendance Lists
Flipcharts
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Course Overview
Time: 10 min.
Welcome
Slide 1: Welcome
Administrative Details
Slide 2: Administrative Details
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Introductions
Slide 3: Introductions
Purpose of Training
Slide 4: Purpose of Training
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Pre-requisites of Training
Slide 5: Prerequisites of Training
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Course Objectives
Slide 6: Purpose of Training
Organization of Training
Explain: Class includes whole group instruction and smallgroup work in a classroom environment. Re-emphasize that
skills learned in this class will build upon previous skills from
the previous trainings.
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Questions
Slide 8: Questions
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Instructor Note: Fill-in time frames in the last column based on the time your session will run.
Introduction
5 minutes
__:__ to __:__
Return policy
5 minutes
__:__ to __:__
__:__ to __:__
5 minutes
__:__ to __:__
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Introduction (5 minutes)
Topics Overview
Slide 9: Topics Overview
Page
Introduction
Introduction
Slide 10: Introduction
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restrictions.
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Importance
Slide 11: You are important to the process
Objectives
Slide 12: Lesson Objectives
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Reflection
Note: Lead a short question and answer discussing participant
responses briefly to activate prior knowledge
Ask:
1. Have you ever had to return a product to a company?
2. What are some reasons youve had to do so?
3. What can make returns frustrating, either from what
you know about our product/customers, or from your
own experience?
4. What are some things a company has done to make
your own returns a positive experience?
5. Do you like being on hold or being transferred to
someone else?
Tell: Lets listen to an example call.
Do: Play audio example of a call that is missing key customer
service components and demonstrates insufficient knowledge
of returns policy.
Ask: What challenges or frustrations did you hear in this call?
Answer: Accept and discuss all reasonable responses
(Telephone operator interrupted the customer before they
could finish explaining their issue, didnt get the date of
purchase and other key information about the reason for the
return, instructions on how to process the return were
confusing)
Transition: Lets review our return policy so you can save
yourself from running into the same pitfalls during your own
calls.
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Ask: Think about the last product you returned. What were
some reasons you wanted to return the product?
Note: Use a flipchart to record participants responses. After
collecting a few reasons to return products from participants,
present them with Slide 13: Reasons for returns.
Tell: Any of these reasons are valid to be able to return a
product as long as the return adheres to PJ Enterprises Return
Policy.
Note: Show Slide 14: PJ Enterprises Return Policy
All unused products are eligible for return 1 year after date of
purchase. This return policy does not cover ordinary wear and
tear caused by improper use or accidents.
Return Criteria:
All original product packaging must be intact and tags
must be attached.
Packing slips and any manufacturers documentation
must also be returned with the product.
If the product meets return policy and criteria, products may
be returned for credit or exchanged for a product of equal
value.
Note: Show Slide 15: PJ Enterprises Return Policy (2)
Slide 15: PJ Enterprises Return Policy (2)
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Answer: no
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Tell: Customer return shipments are completed in an easy 12-3 step process:
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[2 minutes]
Review: Five Customer Service Principles covered previously:
Listen-Clarify-Express Empathy-Be Patient-Be Courteous
Provide each group with three role play scenario cards and
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3 minutes
Debrief
Note: Lead a short debrief using the questions provided
and/or additional questions as appropriate to the group and
what you observed during the scenario role plays.
Tell: Lets take this time to share your thoughts about the
activity.
Note: You can use the following questions to prompt and
guide the discussion as needed.
Ask:
What challenges did you encounter during the calls?
What stand-out examples did you see of your team using
our five Customer Service Principles?
Which type of return was the most challenging to
resolve?
Were there any return policies that were hard for you to
remember?
Tell: Keep in mind that you can refer back to our returns
policy. You may want to consider posting these policies
at your workstation and use it until you have mastered
them and do not need to refer back to them.
Transition: In the next training session, youll learn more
strategies and techniques for defusing tense customer
situations, which will give you even more tools to handle
conversations with customers and challenging situations
that may arise.
PJ Enterprises Facilitator Guide: Electronic Product Guide & Customer Service Trainings // Team 3/Mod7 / Submitted 12_11_16
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Yes
No
Additional Feedback
Which principle was most
impressively demonstrated?
ListenClarifyExpress Empathy
Be PatientBe Courteous
Confirmed date of purchase
was within 1 year
Collected all necessary information for the return transaction:
Customer Name
Order Number
Shipping Address
Reason for Return
Provided correct 1-2-3 easy return instructions
1. Enclose product/tags in original packaging with original
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Customer
Name: Jimmy
Mood: Frazzled
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Telephone Operator
Customer
Name: Melody
Mood: Relaxed
Product: Earrings
Reason for return: You love to online shop, and found
another pair that you just like better. Plus, its cheaper!
Date of purchase: Last week
Has the original packaging and return label: Yes
Other details: Youve shopped at PJ before and are open
to store credit instead of a refund.
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Telephone Operator
Customer
Mood: Tired
Name: Annette
Mood: In a hurry
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