2016 PJ Enterprises. All Rights Reserved.

Table of Contents
Instructor Information..4
Using the Guide..4
Course Description...4
Content Details4
Audience Information.5
Topics..5
Preparation Checklist..6
Timeline....7
Class Overview.9
Module 1: Phone Etiquette.11
Lesson 1 : Course Introduction11
Lesson 2: Basic Telephone Etiquette15
Lesson 3: Providing Customer Service20
Lesson 4: Review and Conclusion..25
Module 2: Product and Product Training Guide....25
Lesson 1: Product Guide Overview...25
Lesson 2: How to Search for Products.27
Lesson 3: Product Training...31
Lesson 4: Review and Conclusion..35
Appendix A: Participant Guide and Activities

Instructor Information

Using the Guide [KT]

This guide was developed by Coast to Coast to help aide PJ Enterprises in
Telephone Operator Etiquette and using the Product Guide for telephone
operators.

Course Description
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.

Content Details [CB]

Telephone Operator Modules
Module 1 Phone Etiquette
1. Course Introduction

Training Introduction

Course Overview

PJ Enterprises

Telephone Operator Roles and Responsibilities

Taking Orders
Customer Service
Selling Products
Processing Returns
2. Lesson 1: Basic Telephone Etiquette
A.
Lesson Introduction
A.
Answering the Customer Call
B.
When and How to Transfer and Hold Calls
C.
Knowledge Check - Taking Calls: Answer, Hold, and Transfer
D.
Review and Summary
3. Providing Customer Service
A.
Lesson Introduction
B.
Phone Etiquette
C.
Call Protocol
D.
Video: Chester Hull: Phone Etiquette Training
E.
Review and Summary
3. Review and Conclusion
Module 2 Product and Product Guides
1. Course Introduction
A.
Product Guide Overview
2. Using the Product Guide
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
D.
Review and Summary

4.
5.

3. Product Training
A.
Product Categories and Examples
B.
Practice Activity
C.
Fall/Holiday Catalog Products
Practice Activity - Product Guide Usage and Ordering Practice - Scavenger Hunt
A.
Product Scavenger Hunt
Review and Conclusion

Audience Information
There is a singular audience structure for this training course, telephone operators. There are 25
telephone operators. 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.

Topics [KT]
Topics covered in this guide:
Course Introduction
Basic Telephone Etiquette
Providing Customer Service
Product and Product Guidelines
Product Training

Preparation Checklist Instructor Information

Preparation Checklist [CB]
Four Weeks before Class
Familiarize yourself with the training room
Begin to read this guide and be familiar with the material
Begin scheduling employees in the training
Meet with supervisors and leads
Check with host to see if any participants with a disability need a special accommodation
Contact product vendors about product demos to use for training
Schedule classes and begin enrolling employees
Three Weeks before Class
Practice the training
o If it is the first time you are presenting, practice aloud in front of a mirror.
o Practice presenting with the slides, and write your personal notes.
Follow up with product vendors on any new product information for training
Check enrollment status of employees
Two Weeks before Class
Practice training again
o Read through practice sections and tips.
o Practice activities and worksheets.
o Re-review the slides and your speaking points.
Organize handouts and material

One week before class

Print material
o Consider using different colored papers to keep participants organized and literally on
the same page.
o Practice training with supervisors
o Learn the content and activity flow as a group.
o Develop confidence.
o Set personal goals to be a successful facilitator.
Check on enrollment schedule.
o Send welcome letter to participants to introduce yourself, along with important dates
and times of training.
Relax
Day before class(es)
Set up the training room

o Make sure all participants can see the screen, engage with teammates, and hear the
instructor and teammates from their chairs.
Organize the handouts
Finalize enrollment and print rosters
Day of Class
Test your computer, projector, and sound system.
Distribute class material
Have participants make table tents with their name written on both sides.
Train!
o Remember, your energy level is infectious.
o Stay positive

Timeline [CB]
The class is scheduled to be completed in no more than 8 hours for the telephone operator staff. The
timeline below is to be used as a guide for how much time to spend on each lesson for material and/or
an activity. Start times and actual time spent on topics can be altered to fit the training needs of the
learners.
Course Schedule for Telephone Operators
Module 1: Phone Etiquette

Introduction

Length (Mins) and Start: Finish Time

10

_____:_____

Course Overview

_____:
_____

PJ Enterprises

_____:
_____

Telephone Operator Responsibilities.

15

_____:
_____

Answering the Customer Call

20

_____:
_____

When and how to Transfer and Hold Calls

20

_____:
_____

Knowledge Check - Taking Calls: Answer, H0ld

and Transfer

20

_____:
_____

Break

1o

_____:
_____

Phone Etiquette

30

_____:
_____

Call Protocol

20

_____:
_____

Ensuring Customer Happiness: Handling

Customer Complaints

30

_____:
_____

Role Play: Apply Phone Etiquette Skills

20

_____:
_____

Review and Conclusion

15

_____:
_____

Module 2: Product and Product Guide

Training Guide

Length (Mins) and Start: Finish Time

Product Guide Overview

20

_____:_____

How to Find the PDF Catalog Guide

10

_____:_____

How to Search for Products

20

_____:_____

How to Find Product Information

30

_____:_____

Break

15

_____:_____

Product Categories and Examples

20

_____:_____

Product Models

30

_____:_____

Fall/Holiday Catalog Products

20

_____:_____

Practice Activity: Customer Scenario - Looking

for a Tent

40

_____:_____

Review and Conclusion

30

_____:_____

Total Training Time

8 Hours
(approximate)

Unit 1: Class Overview [BT,KT,CB,MS]

Time: _5__ min.

Welcome the trainees and say we are

glad to see everyone here today.
We will take a few minutes to go over
some housekeeping details
Sign in
Building Orientation
Breaks
Course Length

Welcome
Welcome to Operator Phone Etiquette and
Product Guide Training.
Administrative Details
1. Please sign into roster to confirm your
attendance.
2. Building Orientation (bathrooms,
snacks, and beverages).
3. Breaks
4. Course length-Two 4 hour sessions

Go over purpose of training and

benefits

Purpose of Training
This training was prepared from survey
results to improve processes and
procedures with the phone, and products.

Let them know there are no

prerequisites for training and this
training is designed for current
employees

Pre-requisites of Training
This is designed for current employees.

Go over objectives and Inform them

that by the end of the course they will
be able to perform these functions

Course Objectives
Learn new ways to improve customer call
experiences.
Enhance current phone etiquette and
customer service skills.
Learn about the new product guide and
search features.
Discover ways to improve product
knowledge.
Increase quality time spent with
customers on calls and reduce customer
issues and complaints.
Practice and application of all skills
learned.

Explain structure of the course and

how it's broken down into modules
and lessons.

Inform them of the length of

training.

Organization of Training
1. Presentations.
2. Practice.

Duration of Training
2-4 hour modules
Module 1 will address phone etiquette
Module 2 will address products

As the instructor, you will introduce

yourself and how you would like to be
addressed. Then give your role and
something interesting about yourself.
Then have your learners repeat the
same to you and the rest of the class.

Introductions
Facilitator will give the following
information to the class first:
Name and title
How long you have been with the
company.
Role(s) within the company.
Something fun about yourself, or you are
looking. forward to doing in the
upcoming weeks.
Have the learners repeat.

Ask participants if they have any

questions

Questions

Module 1: Phone Etiquette

Lesson 1: Course Introduction
Time: _25__ min.

Introduction
Now that you have
overviewed what's
happening today,
let's get started.

Introduction
Proper phone etiquette
Course overview
Roles and responsibilities

Let operators know

how this course will
help them.

Importance
The importance of learning proper phone etiquette is to
ensure that the customer needs are being met and to reduce
the number of customer complaints.

Go over what they

will learn and what
they will practice

Overview
In this section, participants will learn what proper phone
etiquette is, examples of phone etiquette, and have the
ability to practice phone etiquette techniques

Go over objectives

Objectives
In this course youll:
Utilize proper phone etiquette procedures
Demonstrate phone etiquette and operator expectations
Properly address customer concerns and questions
Complete the order process for customers through payment

Explain list of topics

Topics
This lesson includes the following topics:
Topic Page
1
2
3
4

Training Introduction
Course Overview
PJ Enterprises
Operator Roles and Responsibilities
Training Introduction

Introduction to the
Course

Course Overview
Course Overview and
Purpose

PJ Enterprises

Administrative
Details

Telephone Operator Responsibilities

Review with
operators what their
responsibilities are.

Telephone Operator Rules & Responsibilities

Review how you will go

over customer service

Customer Service

Lesson 2: Basic Telephone Etiquette

Time: _60_min.

Introduction
Talk with operators about
basic telephone etiquette
and how vital it is to the
company

Introduction
Answering phones
Importance of the proper greetings
Holding and transferring calls
How basic phone etiquette benefits the
company

Explain the importance of

appropriately answering
customer calls and how to
appropriately hold and
transfer calls

Answer Importance
How customers feel when you answer calls
appropriately
Importance of connecting the call and having a
respectful greeting
Importance of using guidelines to hold and
transfer calls

Provide a brief overview of

the lesson

Overview
In this lesson you will learn how to properly
answer a call using guidelines for greetings, call
protocol and holding and transferring calls

Go over objectives

Objectives
In this lesson, youll:
Learn how to properly answer all incoming calls.
Learn how and when to hold, and transfer calls.
Demonstrate knowledge of answering, holding and
transferring calls.

Topics
This lesson includes the following topics:
Topic Page
Answering the Customer Call When and How to
Transfer and Hold Calls
Knowledge Check - Taking Calls: Answer, Hold, and
Transfer Calls
Review and Summary
Answering the Customer Call

Explain how to answer all

incoming calls.
Demonstrate how to
properly answer incoming
calls.
Utilize the practice phones
in the room. Pick a learner
to make the call to you.
Emphasize the teaching
points.

The instructor will demonstrate how to properly

answer the incoming calls.
Demonstrate using the guidelines as below
1. Have one of the learners call you from the phone at
their desk.
2. Answer using the standard greeting: Thank you
for calling PJ Enterprises.
Emphasize the following teaching points.
Answer within 3 rings.
Always say a greeting, your name, the company
name, and ask how you can help.
Speak clearly and slowly.
Volume: Too Soft, Just Right or Too Loud.
Pleasant tone.
Put a smile in your voice.
Express energy!

When and How to Transfer and Hold Calls

Explain when it's necessary
to hold and transfer calls
and how to do both.
Demonstrate how to
properly put a call on hold
and transfer a call.
Teach the bullet points to
emphasize the guidelines.

The instructor will demonstrate how to properly place

a call on hold and transfer a call
Examples of Guidelines used:
-Be polite: Say, "One moment please, and I'll
check to see if someone is available to assist
you."
-Check on your customer: After having the
caller on hold, be sure to thank them for
holding before you continue with the next step
of the process.
-Warm Transfer: 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.

Knowledge Check - Taking Calls: Answer, Hold, and Transfer

Explain the quiz and what

it covers. Reference the
previously taught bullet
points.

Multiple Select Quiz

Assessment Description:
1..
How quickly should you pick up a ringing
phone? Select all that apply.
b.

As soon as it rings

c.

Within 3 rings

d.

After 5 rings

e.

By the 4th ring

2. What is most important about your voice when

answering the phone? Select all that apply.
a.

Volume

b.

Speed

c.

Tone

d.

Inflection

3. What should you say when answering? Select all

that apply.
a.

Your name.

b.

Hello.

c.

The company name.

d.

Your department

4. When transferring a call you should give the

customer whats a called a warm transfer, which
explains what you are about to do. Select all the
choices from the list below that are examples of a
warm transfer.
a.
"Miss Truman, I'll have to transfer you to Judy
Laughlin in customer service who can track that order
for you. Her direct number is .."
b.

Hold on while I transfer you.

c.
Mr. Jackson can I place you on hold while I get
your question answered?

d.

Im transferring you. Please hold!

5. What should you say to someone before placing

them on hold? Select all that apply.
a.

Do you mind if I place you on a brief hold?

b.

Please hold.

c.
d.

Wait a minute.

Without prompting the caller

5. When a caller is on hold, you should check on them

every _______?
a.

20 seconds

b.

45 seconds

c.
d.

1 minute

When it feels right.

6. What should you say to someone after taking them

off hold? Select all that apply.
a.

Thank you for holding.

b.
c.

d.

Ok, Im back.
Well that was long.

I apologize for the wait. Thank you for holding

while I addressed your concern.
7. When closing a call with a customer what is
important? Select all that apply.
a.

b.
c.

To hang up.

To thank them for the call and their business.

To make sure they have received adequate
service
d.

To make a sale.

8. Why is it important to keep a pen and some paper

close by? Select all that apply.

c.

To doodle and be distracted.

b.

To make notes from the call.

Write down the customers phone number in

case you get disconnected.
d.

e.

a.

To take a message for another employee.

To write down a customers order before you
search for it.

Review and Summary

Go over what they have
learned in this lesson and
ask any questions.

Review and summarize lessons and objectives

Lesson 3: Providing Customer Service

Time: 100 min.

Introduction
Talk with operators
about call protocol,
phone etiquette and
how to ensure
customer happiness
and how these skill
will benefit them in
their current role.

Introduction
Greeting customers is your first interaction with the
customer
Making a good first impression is vital to a good
customer experiences and how you interact with the
customer for the rest of the call

Explain the
importance of these
skills and guidelines
and how vital is is.

Importance
The first few words that a customer hears helps build
rapport and makes them feel welcome
Creates a lasting impression of the company

Provide brief
overview of lesson

Overview
Guidelines and protocol for operators
Customer happiness and how to handle complaints
How to apply these skills

Go over objectives

Objectives
In this lesson, youll:
Learn how to greet customers with the PJ Enterprises
guidelines and protocols
Learn how to apply Customer Skills to resolve Issues and
Complaints
Practice and apply Phone Etiquette Principles

Topics
This lesson includes the following topics:
Topic Page
1 Lesson Introduction
2 Phone Etiquette
3 Call Protocol
4 Ensuring customer Happiness: Handling Customer
complaints
5 Review and Summary
Phone Etiquette

Play the video to give

a demonstration of a
good customer
service call vs. a bad
call.
Emphasize some of
the previously
mentioned points
and have learners
reference what went
wrong and right in
video.

Video of Trainertainment: Good Call vs. Bad Call"

https://www.youtube.com/watch?v=t4w46RPukbc
Guidelines:
Have the learners name things that you saw in the video.
Examples of both include:
Attitude
Interest in the callers request
Speed to delivery of the request
Greeting
Ability to help and provide answers.

Call Protocol

Explain PJ
Enterprises
call protocol and go
over role play
activity.

When a customer calls, learners will greet customers and

follow the PJ enterprise guidelines and protocol.
Role Play
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."

Ensuring Customer Happiness: Handling Customer Complaints

Discuss ways to
handle customer
complaints and
resolve issues.
Demonstrate these
methods in the role
play activity that
follows.

Topics:
1. Acknowledge their anger and apologize.
2. Reassure the customer.
3. Act on the issue
4. Empathize with the customer.
5. Be proactive.

Role Play
Demonstrate task
with a role play
applying principles
and guidelines/rules.
Use the scenarios
included in the role
play.

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. A customers 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.

Lesson 4: Review and Conclusion

Time: _15_ min.

Review and Conclusion

Go over what they have learned and
review lesson objectives

Objective: Review and conclude the

lessons on Phone Etiquette.
Questions:

Ask if they have any questions and

address some questions.

What were your challenges?

What did you like about this lesson?
Dou you have any questions?

Module 2: Product and Product Training Guide

Lesson 1: Product Guide Overview
Time: _20_ min.

Introduction

Talk with your

operators about the
new product guide and
how they will locate the
product guide in the
company intranet.

Introduction
Introduce the product guide
Where it is located in the computer and how to
access it

Explain the importance

of how the product
guide will help make
searching for produce
and information
easier.

Importance
Searching for products is easier that flipping
through a paper guide
Less time will be spent searching for information
This will reduce customer and operator frustration
Access to more product information

Go over lesson

Overview
Locating the guide

Review objectives

Objectives
In this lesson, youll:
Receive an overview of the Product guide and the course.

Topics
This lesson includes the following topics:
Product Guide Overview
Product Guide Overview

Discuss with the class

all that is included in
the product guide

The instructor will discuss what the product guide

includes and what has changed.
New PDF format
Benefits of a guide available online
Search feature overview.

Lesson 2: How to Search for Products

Time: _50_ min.

Introduction

Go over lesson

Overview
How to search for information
Locating the guides
Practice activities

Review objectives

Objectives
In this lesson, youll:
Locate the Product Guide in the company intranet.
Search the PDF for products.
Locate Product Information in the guide.

Topics
This lesson includes the following topics:
Topic Page
1
2
3

Explain the importance

of the search features and
how the different ways
they can search for items
will benefit them.

How to Find the PDF Catalog Guide

How to Search for Products
How to Find Product Information

Importance
Various ways of searching for product
information
Cutting time when using the new product guide
Access to more information
Reducing frustration

How to Find the PDF Catalog Guide: Guided Practice

Demonstrate to the
operators how to locate
the PDF file on the
company intranet

The instructor will walk the operators through the

process of locating the new product guide PDF file.
1. Log in to your employee account.
2. Click on Employee Tools>Documents
3. Click on the PJ Enterprises Product Guide link to
open the document

How to Search for Products: Guided Practice

Guide operators 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 of Ctrl+F and Shift+Ctrl+F to search for products
in the product guide.
Activity 1
Using Ctrl+F, search 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, search 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 use Ctrl+F vs.
Shift+Ctrl+F

How to Find Product Information: Guided Practice

Previously, operators
were taught how to find
products. Now, explain
to them how they will
locate the product
information in the guide
once they find the
product.

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+F or
Shift+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 Sony Vizio D55-2D model a SmartTV? Is it
1080P HD or Ultra 4K resolution

Lesson 3: Product Training

Time: _70_ min.

Introduction

Talk to operators
about how they
will find out
about new
products coming
out for the fall
and holiday
season

Introduction
New product information
Demonstrations and access to popular products

Explain the
importance of
having this
information and
it will help them
be able to talk to
customers about
how these
products are used
and what the
most popular
products are.

Review lesson

Importance
Operators will be able to talk to customers about the
products
Answer questions about products having access to them
Reduces customer frustration when operators have more
information

Overview
Matching products and categories
Learning about products
Activities

Go over
objectives

Objectives
In this lesson, youll:
Identify about new products/categories for the Fall/Holiday
catalog.
Try popular product samples.
Match products to their corresponding categories.

Topics
This lesson includes the following topics:
Topic Page
Product Categories and Examples
Practice activity
Fall/Holiday Catalog Products
Product Categories and Examples

Explain matching
activity and that
operators will
match products
and their
descriptions to
their
corresponding
category.

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.Whether its for a kids room or college dorm, this futon
serves multiple functions as an extra bed or small sofa.
4.It comes with 5 steak knives, filet knife, a large serrated knife,
a sharpener, a cutting board, and a butcher block

Answers
A. 5
B. 4.
C. 2
D. 1
E. 3

Practice Activity

Explain activity
and
how operators
will search for
products, locate
the products and
complete the
customers
request.

Complete the following activity

Read the scenario to the learners.
The operators will spend time on their own and search for the
the requested products in the scenario.
When the product is located, operators must find the product
information.
Once the product and information are both located, the
operator must complete the questions about what they found.
(See appendix for the questions)
Scenario
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 in it
Fall/Holiday Catalog Products

Present the most

popular products
and samples and
the new specific
products in the
fall/Holiday
catalog and go
over the
activities.

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, categories, and key features and write
them into the document provided.
(See Appendix)

Lesson 4: Review and Conclusion

Time: _20_ min.

Review and Conclusion

Tell them what they learned in the lesson
and review the objectives.
Ask if they have any questions and
address some questions.

Objective: Review and conclude the

lessons on Product training.
Questions:
What were your challenges ?
What did you like about this lesson?
Do you have any questions?

Product

Category

Key Feature

Tyson Deluxe Grill

Mega Health: Your
Juicer, Smoothie,
and Nutrient
Extractor
Road Home Dog
Tracer
DeLonghi Espresso
Maker
La Vida Steel
Hanging Chair
Hipstreet W10
Windows Tablet
Northwest
Territory 10
Person Tent with
Porch

As an operator it is important to be able to know as much about products as possible so when

customers call, you can go show your expertise about what PJ Enterprises offers. Complete the list
above by visiting our vendors and complete the following:

1. Observe and try all of the products available for demonstrations.

2. Write in the product name in column one.
2. Write in the product category in column two.
3. Write in some of the key features of the product you observed.