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Facilitator guide 4 Customer Service and SimplyOrder Training ? Exclusive Clothes and Gifts All Rights Reserved Table of Contents Instructor Information iii Content Introduction iii Content Details iii Audience Information iv Training Environment iv Train

Customer Service and SimplyOrder Training ? Exclusive Clothes and Gifts All Rights Reserved Table of Contents Instructor Information iii Content Introduction iii Content Details iii Audience Information iv Training Environment iv Training Tips v Using this Guide v Timeline vi Preparation Checklist for Customer Service Skills Training vii Preparation Checklist for SimplyOrder Training viii Course Overview Customer Service Skills Training Lesson How to Handle Difficult Customers Introduction Using H E A T Escalating Calls to a Supervisor Review and Summary Course Overview SimplyOrder Training Lesson How to Search for Product Information Introduction Using Search Functionality Identifying Product Details Review and Summary CS and SO Training Table of Contents Page i Instructor Information Content Introduction Two training courses are provided in sequence for the Telephone Operators and Customer Service Supervisors of ECG Customer Service Skills Training This training supports employees by equipping them with the communication knowledge and skills necessary to provide superior customer sales experiences It includes instruction combined with in-class practice regarding proper phone protocol handling difficult customers and using effective sales techniques SimplyOrder Training With a focus on mastering use of the newly implemented product ordering software and its functionality this training supports employees by introducing the features of the system and providing hands-on opportunities throughout the course to search for products create new orders and handle returns and exchanges Content Details Course outlines for both the trainings were developed to reflect a comprehensive list of the tasks and skills necessary for successful performance in the workplace The content for the Customer Service Skills Training was selected based on results of the current performance and job task analysis which revealed gaps that could be resolved through training Content for the SimplyOrder Training was chosen by comparing the functionality of the old ordering system with the new one to determine what additional knowledge was needed for a smooth transition to occur The table below presents an outline of the lessons in each course Lesson Course I Overview Customer Service Skills Lesson How to Employ Proper Phone Protocol Lesson How to Employ Basic Sales Techniques Lesson How to Handle Difficult Customers Final Summary Course II Overview SimplyOrder Lesson How to Launch SimplyOrder Lesson How to Search for Product Information in SimplyOrder Lesson How to Take New Orders Lesson How to Modify an Existing Order Lesson How to Handle Returns and Exchanges Final Summary CS and SO Training Instructor Information Page iii Audience Information Primary Audience q Telephone Operators Secondary Audience q Customer Service Supervisors General Learner Characteristics q Age - - - q Gender Female q Education earned GED or HS diploma some post-secondary education q Average Tenure at ECG - months q Language are not native English speakers but have self-reported as fluent Entry Characteristics q More than indicated some level of dissatisfaction with their job and previous trainings q All current ECG Telephone Operators and Customer Service Supervisors have past experience with the previous order entry system q All current ECG Telephone Operators and Customer Service Supervisors have