Design Document for

PJ Enterprises
By Team 3: Coast to Coast

Document Description [EK]

The purpose of this document is to provide PJ Enterprises with a thorough description and outline
of the telephone etiquette and reference guide training that is being delivered on September 9,
2016.

Purpose of the Course [CB]

The purpose of this training and new guide is to provide telephone operators with the skills and
tools to be able to appropriately handle sales calls with quicker access to product information
and descriptions, reducing customer and operator frustrations. The new expectations that will
be set going forward will result in improved customer service, increased product sales, and
employees with advanced skills.

Audience Description [CB]

There is a singular audience structure for this training course, telephone operators. There are
25 telephone operator. The demographics of the participants include that 100% women, with
ages range from 18-60. Operator education ranges from high school diplomas to undergraduate
degrees. The majority of employees speak English, but four of them are bilingual and speak
Spanish. Previous experience includes retail sales, customer service, call center, phone and
marketing sales, or as an administrative assistant.

Course Description [CB]

The course is designed for Telephone Operators and targets the improvement of customer
service skills and speed when finding products. The course also includes application of the
learned skills in the form of role playing with the trainers and other operators. The first module
will be on phone etiquette and the second will be on working with the new product guide.

Course Seat Time [CB]

This training will be 8 hours in length with two modules at 4 hours each.

Instructional Architecture/Strategy for Course [EK - MS]

The primary architecture of this course is directive. Coast to Coast will be providing specific
instruction, demonstrations, and opportunities for practice for the participants to meet the
training objectives. Practice exercises will be role plays, hands-on, or written activities. Although
most of the activities are based on customer service scenarios, the overall architecture of the
training course is directive.

Major Course Objectives [MS/ KT]

At the end of this course, telephone operators will be able to:
Use proper etiquette to greet customers when answering the phone
Provide enhanced customers service, call protocol, and ensure customer happiness
Utilize product catalog more efficiently and decrease amount of hold time for lack of
product knowledge
Use proper etiquette to place customers on hold and transfer calls
Search for products and locate product information using the new product guide
Navigate computer and phone systems effectively and efficiently

Learning Assessment for Course [CB]

There will not be a scored assessment. There will be role plays and scenario practices.

Course Outline [CB]

Telephone Operator Modules
Module 1 Phone Etiquette
1.
Course Introduction
A. Training Introduction
B. Course Overview
C. PJ Enterprises
D. Telephone Operator Roles and Responsibilities
I.
Taking Orders
II. Customer Service
III. Selling Products
IV. Processing Returns
2.Lesson 1: Basic Telephone Etiquette
A. Lesson Introduction[jem8]
B. Answering the Customer Call
C. When and How to Transfer and Hold Calls
D. Knowledge Check - Taking Calls: Answer, Hold, and Transfer
E. Review and Summary
3.Lesson 2: Providing Customer Service
A. Lesson Introduction
B. Phone Etiquette
C. Call Protocol
D. Video Example- Trainertainment: Good Call vs. Bad Call"
https://www.youtube.com/watch?v=t4w46RPukbc
E. Review and Summary
4. Review and Conclusion
Module 2 Product and Product Guides
1.Course Introduction
A. Product Guide Overview
2.Lesson 1: Lesson Introduction
A. How to find the PDF Catalog Guide: Guided Practice
B. How to Search for Products: Guided Practice

C. How to find Product Information: Guided Practice

Lesson 2: Product Training
A. Product Categories and Examples
B. Product Models - Product Description Matching Activity
C. Fall/Holiday Catalog Products
4. Practice Activity - Product Guide Usage and Ordering Practice - Scavenger Hunt
A.
Product Scavenger Hunt
5. Review and Conclusion
3.

Media [EK]
The course will utilize the following media:
Computers and telephone equipment for operators to practice
PowerPoint presentations
Recorded Calls

Development Tools [CB]

The tools we will use to develop this course will be MS Word, Visio, and PowerPoint. We will
also use Audacity to make edits to audio of recorded calls where needed.

Development Time [KT]

This project will take a total of 410 hours of development time. The telephone etiquette and
catalog reference guide training will take 320 hours of staff time that will be used to develop the
two four hour training sessions. In addition, the development of the product guide will take 90
hours of development time.

Support requirements [EK, CB, KT, BT]

The support requirements for training include:
Room setup,
Scenarios for practice,
Recorded calls from supervisors,
Access to customer surveys,
IT support to make sure PDF is inserted,
Computer setup and software updates for training,
Computers and phone setup for training
Scheduling of operators and training space

Ownership [EK]
Training materials will be owned and modified by PJ Enterprises after the initial train the trainer
session and the initial rollout.

Project Sign-off [CB]

Please sign below indicating agreement with the proposed course plan and approving start-up
of the development phases.
Christopher Bland
Instructional Designer

8/7/2016
Date

Jane McKenzie
Project Manager/Sponsor

8/7/2016 ________________________
Date

[jem13]

Appendix A: Job Task Analysis[jem14]

Appendix B: Detailed Course Outline

Mins.

Task /
Objective
Topic / Key

Concept

Instructional
Method

Assessment
Method

Assessment
Description

Visuals / Media
Support

1A 10

Introduction

N/A

1B 5

Course
Overview

N/A

1C 5

PJ
N/A
Enterprises

Mo
dul
e 1:
Pho
ne
Etiq
uett
e

Presentation of N/A
Information

N/A

PowerPoint slides
with details

Lecture

N/A

N/A

Presentation of N/A
Information

N/A

1D
15
(IIV)

Telephone
N/A
Operator
Responsibili
ties (Taking
Orders,
Customer
Service,
Selling
Products,
Process
Returns)

Presentation of N/A
Facts

N/A

2A 20

Answering
the
Customer
Call

Demonstration Demonstrate
using
task using
guidelines as
guidelines
examples

The instructor
will
demonstrate
how to
properly
answer the
incoming
calls.

To learn
how to
answer all
incoming
calls

2B 20

When and
How to
Transfer
and Hold
Calls

To learn
when it is
necessary
to hold
and
transfer
calls and
how to do
both

Demonstration Demonstrate
using
task using
guidelines
guidelines
examples

The instructor
will
demonstrate
how to
properly place
a call on hold
and transfer a
call
Examples of
Guidelines
used:
-Say, "One
moment
please, and I'll
check to see if
someone is
available to
assist you."
-After having
the caller on
hold, be sure
to thank them
for holding
before you
continue with
the next step
of the
process.
-Say, "Hello
Mrs. Smith,
thank you for
holding. I am
going to
transfer your
call to Mr.
Jones, one
moment
please." If the
caller thanks
you, be sure to
tell them,
"You're
welcome."

3A 30

Phone
Etiquette

N/A

Lecture and
N/A
Video with
review of
guidelines and
principles:
-Speak clearly
and slowly.
-Pleasant
tone.
-Put a smile in
your voice.
-Express
energy!
-Volume: Too
Soft, Just
Right or Too
Loud.
-Let the caller
speak. Do not
interrupt.
-No matter
how badly your
day is going,
never let the
caller
know. Always
be pleasant to
your customer
-Give the caller
your undivided
attention.

N/A

Video of
Trainertainment:
Good Call vs. Bad
Call"
https://www.youtu
be.com/watch?v=t
4w46RPukbc

3B 20

Call
Protocol

When a
customer
calls
,learners
will greet
customers
and follow
the PJ
enterprise
guidelines
and
protocol

Demonstration Role play

on PJ
Enterprises
call protocol

Pair off with

another
operator and
practice the PJ
Enterprises
greeting.
Greetings:
Practice using
a greeting,
making sure to
answer after
three rings.
"Good
Morning."
"___(name of
office)___, my
name is
____"
"How may I
help you."

3C 30

Ensuring
Customer
Happiness:
Handling
Customer
Complaints

Given a
call from
an
unhappy
customer,
learners
will be
able to
apply
customer
service
skills to
resolve
issues and
complaints

Discuss ways
to handle
customer
complaints

Role Play

Pair off with

another
operator. One
person will call
with a
complaint and
the other
person acts as
the operator
who will offer a
solution. Then
switch roles
for the second
scenario.
Scenario 1.
Customer
received the
wrong size
clothing
item. The
customer is
not pleased
with this as he
knew he
specifically
requested the
correct size.
Scenario
2.Acustomers
order has not
arrived as
promised and
they paid extra
money to ship
it faster.
As the
telephone
operator it is
your
responsibility
to see to it that
the customer's
concerns are
addressed.
Use the
customer
service

methods
discussed in
class to
approach each
situation and
resolve the
customer's
complaint.

3D 20

Role Play:

Review and Summariz Lecture

Conclusion e the
informatio
n
presented

15

Given two
scenarios
of
customer
calls,
learners
will
practice
application
of Phone
Etiquette
principles.

Demonstrate
task or role
play
applying
principles and
guidelines/rule
s

Practice or
demonstrate
task with a
role play.

Pair off with

another
operator. One
of you play the
customer and
one of you
play the
operator. As
the operator,
you are
responsible for
applying the
principles
learned in the
phone
etiquette
lesson and
using the PJ
Enterprises
call
protocol. You
will also utilize
your current
knowledge
and
experience to
apply to the
scenarios. Th
ere are two
scenarios to
complete. Par
ticipants will
switch roles
when
complete and
repeat the
evaluation
process.
[jem23]

N/A

N/A

1A 20

Product
Guide
Overview

N/A

Presentation of N/A
facts

2A 10

How to find
the PDF
Catalog
Guide

Given the
Demonstratio
new
n of
product
procedure
guide on
their
computer,
the learner
will identify
how to
locate the
product
guide in
the
company
intranet.

Mo
dul
e 2:
Pro
duc
t
and
Pro
duc
t
Gui
de
Trai
nin
g

Guided
Practice

N/A

The instructor
will walk the
operators
through the
process of
locating the
new product
guide PDF
file.

2B 20

How to
Search for
Products

The
Demonstratio Guided
learners
n of procedure Practice
will be
guided
through
the search
features of
the new
product
guide PDF
and
different
ways they
can use
search
terms.

The instructor
will guide the
operators
through the
use
ofCtrl+FandSh
ift+Ctrl+Fto
search for
products in the
product guide.
Activity 1
UsingCtrl+F,s
earch for
every instance
of the
following
words and
identify the
amount of
results
Sofa___
Knife___
Juicer___
Mixer___
Flat
Screen___
Activity 2
Using
Shift+Ctrl+F,s
earch for
every instance
of the
following
words and
identify the
amount of
results:
42" Flat
Screen
TV___
Outdoor Sofa
Set___
Ottoman__
Entertainment
Center___
Activity 3

Answer the
following
questions:
Which search
option offered
more results?
Which search
option found
your items the
fastest?
When do you
think you
would
useCtrl+Fvs.S
hift+Ctrl+F

2C 30

How to Find
Product
Information
in the
Product
Guide

Given the
Demonstratio
product
n of
guide, the Procedure
learner will
learn how
locate the
product
informatio
n in the
guide.

Guided
Practice

The instructor
will guide the
operators
through the
process of
locating a list
of products
and identifying
their
information in
the product
guide. The
instructor will
ask random
learners about
the product
information
they found to
repeat back to
the class.
The instructor
will give a list
of products to
the
operators.
The operators
will use the
search tools
(Ctrl+ForShift+
Ctrl+F) to find
the products
and the
product
information in
the guide.
The instructor
will then ask
specific
questions
about the
products on
the list.
An operator
will respond to
the instructors
question about
the product
using the

information
provided in the
guide.
Example
Questions
What color
options are
available for
the Topeka
outdoor
lounge
chairs?
What are the
dimensions of
the Topeka
outdoor
table? How
many people
does it sit?
Is the 55
SonyVizioD552D model
aSmartTV? Is
it 1080P HD or
Ultra 4K
resolution?

3A 20

Product
Categories
and
Examples

Given
products.
Learners
will match
products
and their
description
their
correspon
ding
category.

Demonstration
of matching
products to
products with
examples

Matching
Activity
product
characteristic
to Categories:
A.Sports
B.Kitchen and
home
C.Outdoor
D.Tools
E.Furniture
1.A tool that
can remove
striped screws
on one end
and can install
screws in on
the other.
2.A decorative
garden gnome
designed to art
to your yard
and character
to your flower
bed.
3.Wheather
its for a kids
room or
college dorm,
this futon
serves
multiple
functions as
an extra bed
or small sofa.
4.It comes
with 5steak
knives, filet
knife, a large
serrated knife,
a sharpener, a
cutting board,
and a butcher
block
5.Practice tee
helps you get
off your golf
game up to

par by bringing
the driving
range to your
backyard

3B 50

Product
Samples
and the
Fall/Holiday
Products

The
learners
will find
out about
the new
products
coming out
for the
holiday
season
and get to
watch and
participate
in
demonstra
tion's.
They will
also learn
about the
categories
these
products
belong
to.

Presentation of
the most
popular
products and
samples and
the new
specific
products in the
fall/Holiday
catalog.

Product
Trials and
demonstratio
ns.
Scavenger
hunt
checklist

Activity 1
Learners will
explore and try
the product
samples being
used in the
catalog
Activity 2
As they look at
the products,
they will work
through a
checklist
identifying
products and
their
categories
writing them
into the listed
categories on
the sheet.

35

Practice
Activity

Given the Demonstration Application of

procedure, of procedure Procedure
a
telephone
operator
will search
for
products,
locate the
products
and
complete
the
customers
request.

A customer
calls in search
of a family size
camping tent
with two doors
and multiple
rooms. He is
taking his
family on a
camping trip in
the mountains
and is looking
for a tent that
will
accommodate
the five of
them
(customer, his
wife, and their
three
kids). You
need to locate
some tent
options for him
and describe
some of the
features that
match his
preferences.
The catalog
has a sporting
goods section
in the table of
contents that
has tents
init[jem35].
As the
operator, your
responsibility
is to use the
search tools
taught in
todays class
to find the
information
requested by
the customer.

20

Review and Summariz Lecture

Conclusion e the
informatio
n
presented

N/A

N/A