SimplyOrder™ and Customer Service

Training
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,
without the prior written permission of Delightful Duds and Décor, Inc. and the BluePrint Consulting
Agency

© 2018 - Delightful Duds Décor - All Rights Reserved.

Table of Contents

Instructor Information – [cg] .......................................................................... iii

Content Introduction ......................................................................................... iii
Intended Audiences .......................................................................................... iii
Materials ........................................................................................................... iv
Goals ................................................................................................................ iv
Training Environment........................................................................................ iv
Training Tips ...................................................................................................... v
Training Supplies Needed ................................................................................ vi
Preparation Checklist....................................................................................... vii
Several Days Before the Class ........................................................................ vii
Morning of Training ......................................................................................... viii
Using the Guide ................................................................................................ ix
Time-line........................................................................................................... ix
Unit 1: Class Overview ................................................................................... 1
Lesson 2. Lookup Product Information ......................................................... 9
2A. Lookup Product Information Introduction (5 Min) ........................................ 9
2B. Lookup Product Information Dashboard (5 min) .......................................11
2C. Fill-in the Blank Exercise using the Dashboard (5 Min) .............................11
2D. Lookup Product Information using Search Filters (5 Min) .........................17
2E. Item Number Search Filter Exercise (5 Min) .............................................18
2F. Search Filter Application Exercise (5 Min) ................................................19
2G. Search Filter Application Timed Scenario (15 Min) ...................................20
Lesson 3: Providing Quality Customer Service [as] ................................... 23
3A. Introduction (2 min) ...................................................................................23
3B-C. Appropriate Verbal/Non-verbal Communication (20 min) ......................25
3F-G. Handling Difficult Customers with HEAT Method (20 min) ....................30
3H. Self-Reflection (10 min) ............................................................................38

Delightful Duds & Décor’s Facilitator’s Guide Page i

Instructor Information

Content Introduction
These modules, developed by BluePrint Consulting, contain the materials to be used in the
SimplyOrder™ and Customer Service Training sessions for Delightful Duds and Décor (DDD). These
sessions are intended to support the integration of the SimplyOrder™ Software implementation, system
navigation, data input, and customer service interpersonal skills learning.

The duration, scope, and sequence of the modules may be customized to accommodate Delightful Duds
and Décor’s needs and conditions. The modules are designed to be stand-alone and independent of one
another, however; to maximize the overall intent of effectiveness in professional development, and
efficiency in system navigation and data input, the modules should be delivered together as part of a
unit. Combined, both modules can be completed within one 8-hour session.

Intended Audiences
Participants: SimplyOrder™ and Customer Service Training session participants are Telephone
Operators (TOs).

 TOs range in age from 18 to 60. The smallest number are in the 35-55 range. They all are
women, and some have young children at home.
 Median Pay – Median hourly wages
 Education - TOs all have the equivalent of a High School Diploma or a GED. A few have some
college, but none have a college degree.
 Prior Work Experience – Some have had prior telephone experience, but for many, this is their
first job.
 Fluent in English
 On-the-job- Training – Short-term on-the-job training
 Work Environment – Large room alongside other employees which can be stressful
 Accountable for meeting quotas and monitored by supervisors for quality assurance. The
average order is between $250 and $500 dollars, so the revenue is generated by call volume and
sales volume.
 Work Schedule - Shift work full-time or part-time (Call Center is open 24-hours a day, 7 days a
week.)
 Current TOs Work Distribution – Eleven TOs work the day shift (Approximately: 7:00 am –
3:00 pm). Ten TOs work the evening shift (Approximately: 3:00 pm – 11:00 pm). Four TOs
work the night shift (Approximately: 11:00 pm – 7:00 am).

Facilitators: SimplyOrder™ and Customer Service Training session facilitators may include BluePrint
Consultants, Delightful Duds and Décor’s SMEs, Customer Service Supervisors, or other technical
assistance providers.

Delightful Duds & Décor’s Facilitator’s Guide Page iii

Materials
The following materials are part of this course:

 SimplyOrder™ and Customer Service Training: Facilitator’s Guide

 SimplyOrder™ and Customer Service Training: Handouts
 SimplyOrder™ and Customer Service Training: Looking Up Product Information Slide
Presentation
 SimplyOrder™ and Customer Service Training: Providing Quality Customer Service Slide
Presentation
 SimplyOrder™ and Customer Service Training: Pre-recorded Audio Clips of Customer Service
Scenarios

*The literature listed above has been specifically designed and developed by BluePrint Consulting
in collaboration with Delightful Duds and Décor’s management. At the time of publication for this
Instructor Guide, hard copies and electronic versions of these documents have been secured in the
Catalog Division offices of Delightful Duds and Décor.

Goals
The goals of the SimplyOrder™ and Customer Service Training sessions are for Telephone Operators
(TOs) to:
 Improve customer interactions though managed interpersonal skills
 Utilize Guidelines for Verbal/Non-Verbal Communication
 Minimize and defuse instances of disgruntled customers, by employing best practices in
Customer Services
 Increase efficiency in looking up product information in the SimplyOrder™ System

Training Environment
The SimplyOrder™ and Customer Service Training will be conducted in Delightful Duds and Decor’s
designated training room. The training room should be set up in the classroom style, which is suitable
for lecture-based training where learners sit facing the facilitator. This arrangement will somewhat
resemble the call center’s layout and environment. The layout accommodates 11 workstations with
computers and monitors, 10 for learners and 1 for the instructor.

The instructor will command the attention of learners from the front of the room. The instructor should
mirror his/her PC monitor onto a Multimedia Projector at the front of the classroom by doing the
following:

1. Connect a video cable to the video output port on the laptop or desktop PC.
2. Connect the other end of the cable to the PC’s second video output port.
3. Turn on the multimedia projector connected to the PC, then turn on the PC.
4. Hold down the Windows key, press and release the P key.
5. Click the appropriate Display option.
a. Duplicate to show the same image from the computer to an external screen.
b. Computer Only option only allows the user to see the computer monitor.

Instruction will be delivered from the Facilitator’s Guide, accompanied by PowerPoint decks, handouts
and other supporting resources. To simulate the actual SimplyOrder™ working environment, learners
will access a practice environment to apply procedures taught during instruction.

Delightful Duds & Décor’s Facilitator’s Guide Page iv

Training Tips
As a facilitator, it is your job to create a positive and collaborative learning environment which
maximizes the learning potential. As the facilitator, you will be guiding learners through lessons and
activities. The key to engaging sessions, is to create interactive lessons which bring the content to life
with relevancy, metaphors, anecdotes and a bit of humor.

Not only will you be delivering the content, but you will be tasked with: customizing information based
on the audience’s intellectual capacity, pacing your delivery, facilitating discussion, troubleshooting,
clarifying concepts for understanding, reviving dwindling attention, and mediating resistance to change.
Therefore, ensure that you have a comprehensive knowledge of the material, are adept technically, and
are well rested beforehand.

At the very beginning of the course, extend a standing invitation to the learners to become active
participants in the learning experience. Exalt the benefits to be derived from the contents of the course.
Simply put, explain to them WIIFM (What’s in it for me?) Explain how the instruction and materials
will help them excel in their jobs, and help relieve some of the chaos, and inadequacies associated with
the old system. Get your learners excited about the SimplyOrder™ initiative, then empower them with
tools and resources to excel.

The best laid plans often meet snafus. Make sure you have contact information for key Delightful Duds
and Decor’s department representatives for those unforeseen incidents which threaten to derail your
training. (At the time of publication for this Instructor Guide: Jane MacKenzie – Director of Catalog
Sales, Sheena Perez – Merchandising Manager, Ray Johnson – Merchandizing Assistant Manager,
Tsien Yun, - Manager of Customization and Instillation of SimplyOrder™, Ted Higgins – Internal
Intranet Manager, Susan Turner – Director of Huan Resources) Summon help when needed, sooner than
later. If you’re lucky to have a co-facilitator on hand, tap into their synergy to stay on point and get the
job done.

Delightful Duds & Décor’s Facilitator’s Guide Page v

Training Supplies Needed
 Delightful Duds and Décor Catalogs
 Merchandizing props, i.e. Bunny Slippers, etc.
 Projector and screen
 Laser Pointer
 Name tents (optional)
 Post It Notes
 Pens & Pencils
 Highlighters
 Poster paper with adhesive backing. (or easel with pad of paper)
 Markers for poster paper (or easel with paper)
 Prizes (Premiums and products supplied by the client DDD)

*The supplies listed above will be provided by the client, Delightful Duds and Décor. (At the time of
publication for this Instructor Guide: Sheena Perez – Merchandising Manager, Ray Johnson –
Merchandizing Assistant Manager, and Susan Turner – Director of Human Resources)

Delightful Duds & Décor’s Facilitator’s Guide Page vi

Preparation Checklist

Use the lists below to guide your preparation for your training sessions. This general checklist has been
divided into two practical to-do-list, one for completion several days prior to the course, and the 2nd one
for the morning before class.

Several Days Before the Class

 Familiarize yourself with the subject matter.

 Familiarize yourself with the technology to be used in conjunction with instruction. Practice
fluid transitioning between the practice environment and the PowerPoint presentations.
 Secure contact information for key Delightful Duds and Décor’s department representatives in
the event of technical and training issues.
 Ensure that hard copies of materials, i.e. Instructor/Student Guides and handouts/Job Aides have
been printed and delivered.
 Obtain the learner and instructor logons needed for the training environment of the
SimplyOrder™ system.
 Upload any necessary reference files to computers.
 Ensure all files are maintained in their folders as audio files are linked within the PowerPoint
files.
 Transfer all PowerPoint decks to a flash drive. (Check that the version of the file is compatible
(or higher) with the one installed on the workstation designated for the instructor in the training
room.) Audio files are imbedded in the PowerPoint Files.
 Obtain a copy of the proposed class roster for each session.
 Have an informal conversation with any designated individuals chosen for Train-the-Trainer
positions. Familiarize them with the pre-delivery process for future training events.
 Test audio and video output systems
 Run test cases in the practice environment system. Make sure test cases align with the lessons.
 Secure copies of the catalog.
 Collect all training props, i.e. Bunny Shoes.
 Secure all training supplies, i.e. pens, stick notes, etc.

Delightful Duds & Décor’s Facilitator’s Guide Page vii

Morning of Training

 Gather and prepare any necessary supplies:

o Computers
o Student Guides
o Evaluation Sheets
o Attendance List
o Name Tent Cards
o Final List of Attendees
o Job Aides and other “props” or example materials, i.e. catalogs

 Training Room Preparations:

o Ensure all equipment is properly setup and functional.
o Ensure the room is set up in the classroom style.
o Ensure that Delightful Duds and Décor’s designated department representatives are on
site and accessible for questions and concerns.
o Ensure that logons to the training environment are working.
o Place Student Guides, Job Aides, catalogs, pens, pencils, sticky notes, name tents, and
highlighters at each workstation.
o Place Poster Paper with adhesive backing up on the wall (or use an easel with pad of
paper) for a virtual “Parking Lot” to collect questions issued during training. Title the
sheet “Parking Lot.”

Delightful Duds & Décor’s Facilitator’s Guide Page viii

Using the Guide
The Facilitator Guide is a tool to assist the instructor with delivering the content of the lesson. It’s a
roadmap with a defined path, to a short-term goal with a specific outcome. The guide is not to be used
as a crutch, but as a reference tool. The instructor is responsible for having a comprehensive knowledge
of the subject matter. To assist you in gaining the most use out of this tool, the key features are
explained below:

 The left-hand column is reserved for instructional delivery pointers and suggestions for the
facilitator.
 The right-hand column is dedicated to the content matter being taught. The information is
duplicated in the Student Guide. This layout will facilitate the instructor when making specific
references to content and its location via page number.
 The right-hand column also contains slides or other images to aid in instruction.
 The page number for the Facilitator Guide and the Student Guide are the same.

Time-line

The seat time for this course is approximately 7-8 hours in length. This course entitled
SimplyOrder™ and Customer Service Training is comprised of 2 modules: Looking Up Product
Information and Providing Quality Customer Service. Each module can be taught as an independent
stand-alone course. Neither is dependent upon the other for delivery or positive impact. Both
modules are part of a curriculum designed to assist in learning principles and guidelines associated
with Customer Service Best Practices utilizing the new SimplyOrder™ System integration. Please
see the time-line (and blank schedule) below to map your actual training day.

Course Introduction (15 min) __: __ to __:__

Lesson 1 - Maintaining Customer Information
1A. Lesson Introduction (5 min) __: __ to __:__
1B. Understanding the Importance of Customer Relationship (5 min) __: __ to __:__
Management
1C. Accessing Customer Information in the SimplyOrder™ System (5 min) __: __ to __: __
1D. Practice Exercise: Locate customer profile tab (5 min) __: __ to __: __
1E. Updating Existing Customer Information in the SimplyOrder™ (5 min) __: __ to __: __
System
1F. Partner Practice Exercise (10 min) __: __ to __: __
1G. Lesson 1 Review and Summary (5 min) __: __ to __: __
Lesson 2 - Answering Product Information __: __ to __: __
2A. Lookup Product Information Introduction (5 min) __: __ to __: __
2B. Lookup Product Information Dashboard (5 min) __: __ to __: __
2C. Fill in the Blank using the Dashboard (5 min) __: __ to __: __

Delightful Duds & Décor’s Facilitator’s Guide Page ix

 2D. Lookup Product Information using Search Filters (5 min) __: __ to __: __
2E. Item Number Search Filter Exercise (5 min) __: __ to __: __
2F. Search Filter Application Exercise (15 min) __: __ to __: __
2G. Search Filter Application Timed Scenario (5 min) __: __ to __: __
Break (15 min) __: __ to __: __
Lesson 3 - Providing Quality Customer Service __: __ to __: __
3A. Lesson Introduction (2 min) __: __ to __:__

3B. Appropriate Verbal/Non-verbal Communication (10 min) __: __ to __:__

3C. Practice Exercise: Identifying Guidelines in Real Calls (10 min) __: __ to __:__

3D. Answering and Closing Calls with Appropriate Etiquette (10 min) __: __ to __:__

3E. Practice Exercise: Partner Practice (10 min) __: __ to __:__

3F. Handling Difficult Customers with HEAT Method (10 min) __:__ to __:__
3G. Practice Exercise: Role play (10 min) __:__ to __:__
3H. Self-Reflection (10 min) __:__ to __:__
3I. Escalating Calls to Supervisor (10 min) __:__ to __:__
3J. Practice Exercise: Role Play (10 min) __:__ to __:__
3K. Lesson Review and Summary (5 min) __:__ to __:__
Lunch (45 min) __:__ to __:__
Lesson 4 - Taking Orders
4A. Lesson Introduction (2 min) __:__ to __:__
4B. Building Rapport with Customer (10 min) __:__ to __:__
4C. Practice Exercise: Partner Practice (10 min) __: __ to __:__

4D. Using Sales Strategies (upselling/cross-selling) (10 min) __:__ to __:__

4E. Practice Exercise: Partner Practice (10 min) __:__ to __:__
4F. Finalizing Payment and Closing Order (10 min) __:__ to __:__
4G. Practice Exercise: Partner Practice (10 min) __:__ to __:__
4H. Assessment: Role Play (20 min) __:__ to __:__
4I. Lesson 3 Review and Summary (5 min) __:__ to __:__
Break (15 min) __: __ to __: __
Lesson 5 – Modifying Orders

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 5A. Lesson Introduction (5 min) __:__ to __:__
5B. Policies Regarding Order Changes (10 min) __:__ to __:__
5C. Handling Returns and Exchanges (10 min) __:__ to __:__
5D. Practice Exercise (15 min) __:__ to __:__
5E. Making Other Modifications (shipping, discounts, etc.) (10 min) __:__ to __:__
5F. Practice Exercise (10 min) __: __ to __:__

5G. Assessment: Role Play (20 min) __: __ to __:__

5H. Lesson 4 Review and Summary (5 min) __: __ to __:__

Lesson 6 – Maintaining Job Proficiency

6A. Lesson Introduction (5 min) __: __ to __:__

6B. Attending All Announced Training Sessions (5 min) __: __ to __:__

6C. Demonstrating Use of Delightful Duds and Décor Policies (5 min) __: __ to __:__

6D. Addressing Concerns/Questions with Supervisor (5 min) __: __ to __:__

6E. Lesson Review and Summary (5 min) __: __ to __:__

Total 469 min

(8 hours)

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Unit 1: Class Overview

Time: _15__ min.

Welcome learners to the

SimplyOrder™ & Customer Welcome
Service Training for TOs Welcome to Delightful Duds and Décor's Simply
(Telephone Operators). Order™ and Customer Service Training.

Delightful Duds & Décor’s Facilitator’s Guide Page 1

 Go over the administrative details
Explain that there are two breaks,
one in the morning and one in the
afternoon along with a lunch break
that you’ll all have together.
Tell them that your responsibility
as the instructor is to ensure that
you provide a civil, productive,
inclusive, and stimulating learning
environment.
Introduce the Classroom Code of
Conduct, explaining that the
instructional setting is a place for
learning through respect,
collaboration and open
mindedness.
Tell them that if a question is
presented and cannot be answered
in the classroom, that question will
be placed in the “Parking Lot.”
The questions will be collected at
the end of training, given to
management, whereupon they will
research it and provide the
answers/information accordingly.
Delightful Duds & Décor’s Facilitator’s Guide
Administrative Details
Your instructor will point out the locations of the
restrooms. In addition, this class will have a 10-15
minute breaks:
 One in the morning prior to the lunch break,
and a second one in the afternoon prior to
conclusion of the class.
Lunch accommodations have been made by the
company, so a catered lunch will be served in the
employee lounge.
The instructor’s job is to establish and maintain a civil,
productive, inclusive, and stimulating learning
environment.
The Classroom Code of Conduct is to respect the
instructional setting as a place for learning through
collaboration and open mindedness.
Questions which cannot be answered in the classroom
during training, will be place in the “Parking Lot.”
Questions will be collected at the end of training, given
to management, whereupon they will be researched for
answers. Management will provide the
answers/information accordingly.
Page 2
 Introduce yourself, giving your
name, position within the
company, years and type of
experience. Tell them that you are
delighted to facilitate this course,
and that you hope they will learn
some valuable tips and strategies
for navigating the system and
Customer Service Best Practices.
Go over the purpose for the
training.
Remind veteran Telephone
Operators that the key to providing
quality customer service is to
continue honing their skills.
Delightful Duds & Décor’s Facilitator’s Guide
Introductions
Your instructor will introduce her/himself, after which
you will introduce yourself, giving the following
information:
 Your name
 Length of time as a TO (Telephone Operator)
 What do you expect to learn in this training?
Purpose of Training
The purpose of this training is to introduce you to our
new order entry system, SimplyOrder™ and its
powerful dashboard features. With the integration of
this tool, it will enhance your order entry efficiency.
Providing quality customer service is Delightful Duds
and Décor's number one priority. Periodically, we need
a refresher on techniques for fine tuning the decorum
required to exude confidence and diplomacy in
promoting greater customer satisfaction.
Page 3
 Tell them how long the training
will last.
Duration of Training
The audience and training time for this course is:
Telephone Operators (TOs) - 7-8 hours

Tell them that there are no specific

pre-requisites for the course.
Couse Pre-requisites

Say that those with prior telephone

operator and customer service
experience have a good foundation
to start with.

Delightful Duds & Décor’s Facilitator’s Guide Page 4

 Go over the content to be
Content Introduction
introduced.
The content introduced in this class address the
following:
 The SimplyOrder™ System
o Dashboard Overview
o Lookup Product Information
o Item Number Search Filter
o Search Filter Application

Go over the content to be

Content Introduction Continued
introduced.
The content introduced in this class address the
following:
 Providing Quality Customer Service
o Verbal/Non-verbal Communication
Strategies
o Handling Difficult Customers with
HEAT Method
o Self-Reflection

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 Explain the organization of the
Agenda for the Class
course and the agenda.
The training is organized into two modules:
 The SimplyOrder™ System
 Providing Quality Customer Service
The table summarizes the lessons contained within each
module.

Explain the organization of the

Agenda for the Class Continued
course and the agenda.
The training is organized into two modules:
 The SimplyOrder™ System
 Providing Quality Customer Service
The table summarizes the lessons contained within each
module.

Delightful Duds & Décor’s Facilitator’s Guide Page 6

 Go over the course objectives.
Course Objectives
By the end of this course you will be able to:
 Navigate the SimplyOrder system with
confidence and efficiency
 Apply guidelines for effective verbal and non-
verbal communication skills while assisting
customers

Ask learners what questions do

you have? Questions
What questions do you have before we began?

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Lesson 2. Lookup Product Information
Time: 45 min.
2A. Lookup Product Information Introduction (5 Min)
Tell the participants about the need
for speed and accuracy on the job.
Finding information quickly on the
page will help answer product
information quicker. The newly
designed product information
dashboard will aid in this process.
Share an overview of what is
about to happen in the lesson to
offer a structure with anticipatory
expectations.
Explain that when customers call
in DDD they often want to ask
questions about products or get
advice about what to buy.
Telephone operators need to know
how to access product information
quickly using various search filters
to meet these needs in a timely
fashion.
Delightful Duds & Décor’s Facilitator’s Guide
Introduction
Customers call in to ask questions about products and as
a Telephone Operator you will need to access this
information quickly and accurately. This lesson will
help you do that.
Overview
In this lesson you will learn where to locate all product
information on the newly designed dashboard, perform
practice elementary and complex searches, and
ultimately apply this information during a scenario
assessment on the phone.
Importance
We need to keep customers happy to stay in business,
increase sales and retain and grow our customer base.
Finding product information quickly during a call is one
of the most important skills you as Telephone Operators
can learn that has a direct effect on Delightful Duds and
Décor’s bottom line.
Page 9
 Go over the objectives of the
lesson.
Objectives
In this lesson, you’ll:
 Identify all 13 static areas of the product search
dashboard.
 Successfully perform product searches using all
search filters.
 Use the new search filters to locate and write
down at least 2 gift ideas for 2 different pre-
recorded customers.

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 2B. Lookup Product Information Dashboard (5 min)
Highlight the first objective.
Introduction
 Identify all 13 static areas of the product search
dashboard.

Tell them about the increased

customer complaints caused by the
inconsistent layout and access to
product information.
Explain the work that DDD did to
create this dashboard to help them
become efficient.
Importance
As Telephone Operators, DDD is counting on you to
accurately answer product information in a timely
manner. The new layout of the product information
dashboard will help you meet that need in an efficient
manner.

2C. Fill-in the Blank Exercise using the Dashboard (5 Min)

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 Have the participants turn to the
fill-in the blank Product
Exercise: Product Information section of
Information portion of the Dashboard
Dashboard in their Student Guide Use the word bank AND Bunny Slippers Reference
using the word bank. (page 7) Page to label each area in your handout.
Page 7.
Project Product Information
portion of the Bunny Slippers
Dashboard example (Projected
Image 1)

Ask participants to use these words

to fill in each empty box on the
product information dashboard.

Page 7 Answer Key

Projected Image 1

Delightful Duds & Décor’s Facilitator’s Guide Page 12

 Have the participants turn to the
fill-in the blank Product
Exercise: Product Information section of
Information portion of the Dashboard
Dashboard in their Student Guide Use the word bank AND Bunny Slippers Reference
using the word bank. (page 7) Page to label each area in your handout.
Page 7.
Project Product Information
portion of the Bunny Slippers
Dashboard example (Projected
Image 1)

Ask participants to use these words

to fill in each empty box on the
product information dashboard.

Page 7 Answer Key

Projected Image 1

Delightful Duds & Décor’s Facilitator’s Guide Page 13

Page 7

Delightful Duds & Décor’s Facilitator’s Guide Page 14

Projected Image

Delightful Duds & Décor’s Facilitator’s Guide Page 15

Page 7 Answer Key in Facilitators Guide Only

Delightful Duds & Décor’s Facilitator’s Guide Page 16

 2D. Lookup Product Information using Search Filters (5 Min)
Remind them about the importance
of finding product information
quickly. The new layout of the
product information will offer
consistency.
Have the participants turn to page
8 in their student guide for the
explanation of each Search Filter.
Project the complete Product
Information Dashboard and highlight
the search filter locations.
Explain and Demonstrate the
function of each Search Filter using
training environment.
Technical Note the trainer will need
to flip back and forth between the
product information dashboard
image in the PowerPoint and the
training environment for this lesson.
Delightful Duds & Décor’s Facilitator’s Guide
Introduction
There are two parts to this Dashboard. You just
learned about the first part, product information
portion. The second is the Search Filter portion. The
Search Filters are what you will use to lookup
products quickly and effectively. This lesson will
introduce these filters then you will practice using
them with increasing difficulty.
Search Filters
The search filters are located on the left side of the
dashboard and are listed with their explanations on
page 8 of your Student Guide.
Key Word Search: can be used when researching a
specific product description.
Category: Each product is assigned to the
categories list you are already familiar with.
Color: The list of colors is available after you click
this box. You are free to search one, two or more
colors if needed.
Price: Low and High boxes are provided as well as
a toggle switch to see the lowest and the highest
priced item being searched.
Reviews: Stars. Click on the number of star ratings
you want for this function to be used.
Vendor List: When this box is clicked an
alphabetical list of all the vendors DDD uses will
populate this area. Click on the one you want to
search.
Item # List: This box can either be filled in with an
item # to search or double clicking will all for you to
scroll for the number.
Reference
Appendix page 1 for Completed Dashboard
Layout with Search Filters.
Page 17
 2E. Item Number Search Filter Exercise (5 Min)
Introduce the item number search
filter exercise. Each participant
will be finding at least one item in
less than a minute.
Have a stopwatch available and
when the participants are ready
have them turn their workbooks to
the next page where the item
numbers are listed.
First set the start time and make
sure the participants are ready.
Say, GO!
Introduction
This exercise is about speed. Now that you know how
to search for items using the Item # search. I want you
to look up at least 1 item in less than a minute. Start
with number 1 and when you are done, try to do more.
See if you can do all 3 in less than a minute. That may
be a challenge. You will have two tries.
Exercise
Item # Search. In less than 1 minute locate and write
down the at least one of the items using these item #s.

Challenge. Can you do all 3 in a minute?

Answers:
1. 834
Item # 834 = Bunny Slippers 2. 436
Item # 436 = Metal Rooster 3. 1298
Item # 1298 = Opal Earrings ________
4. 836
5. 673
If a participant needs a second try 6. 1175
give them

2nd Try Answers

Item # 836 = Women’s Sweater
Item # 673 = Dog leash
Item # 1175 = Mistletoe

Pass out a new pair of headsets

for each participant

Debrief
Any Questions?
Answer any questions related to
this or the above exercises.

Delightful Duds & Décor’s Facilitator’s Guide Page 18

 2F. Search Filter Application Exercise (5 Min)
Tell the students to turn to
the next page in their Introduction
student guide and In this exercise you will practice using the search filters with
complete the exercise at a increasing difficulty.
workstation using the
information they learned
about all of the search
filters.

Allow time for each

student to complete the
Exercise
assessment. Search Filter Application. Answer these 5 questions.
1. What item # appears when “Pink Frog” Key Word is
used? ______________
Answer Key
2. Items are assigned by category. What # items are the
1. Key Words. “Pink
Frog” = Item #221 Category of “Toys” in? ________________
3. What item # appears when the Key Word “Robe”
2. Category. “Toys” = and the color “Green” is used? ____________
any item # from #1-
100 4. Sometimes there are many answers to the same
search. List Item #s that match Key Word “Women’s
3. Color + Key Word. Sweater” and Price “$20-$25”.
“Green” + “Silk Robe” _____________________________________
= Item #733
5. If a customer wants a product from the vendor
4. Key Word + Price. “Leesh&Olli” and only wants it to be rated 5 stars,
“Women’s Sweater” + what item number appears? ___________
“ $20-$25” = multiple
items ( #836, #873,
#894)
5. Vendor + Reviews.
“Leesh&Olli” + “5
Stars” = Item #661.

Guide a discussion about

each answer. What questions do you have?
Was this easy?
What challenges could you see facing when you are on the
phone with a customer doing these searches?

Delightful Duds & Décor’s Facilitator’s Guide Page 19

 2G. Search Filter Application Timed Scenario (15 Min)
Introduce the activity.
They will respond to the Introduction
needs of 2 different pre- Now you will put all of what you have learned about how to
recorded customers calling use the SimplyOrder™ new Product Information Dashboard
in asking for gifting to the test. You will listen to 2 pre-recorded customers calling
advice. The audio is in to ask for product gift giving advice. It will be your job to
embedded in the slide and decide on which filters to use, how, and then gather at least 2
will start playing when the results for each inquiry.
slide is selected.
Scenario 1 Scenario 1: A customer calls in wanting a purple fuzzy toy
for their young grand- daughter. It’s important that it is
Key Word: “Fuzzy
reviewed well, and it is less than $20.
Category: “Toy”
Color: “Purple”
Price: “$1-$20”
Review: “4+ Stars”
Results: Item # 21 (Purple
stuffed unicorn), Item # 98
(Purple dolly with fuzzy
outfit) or Item #2 (Soft
Purple Rattle).
What filters would you use and how?
Fill in the chart below
What Items would you suggest?
1. Item # ____ Product Name_______________
2. Item # ____ Product Name__
_____________
Scenario 2 Scenario 2: A Customer calls in for advice on what to give
for a housewarming décor gift from their favorite vendor
Key Words: “Farmhouse
“4theHome”. The couple receiving the gift loves the color-
style” and/or “candle”
red, farmhouse style, candles and roosters. The caller wants
and/or “rooster”
to spend $20-$50.
Category: “Gift” and/or
“Decor”
Price: “$20-$50”
Vendor: “4theHome”
Results: Item # 4280 (Red
“Welcome Home” wooden
sign), Item #1233 (Rooster
candle holder), Item # 333
(Red fireplace candelabra)

What filters would you use and how?

Delightful Duds & Décor’s Facilitator’s Guide Page 20

 Fill in the chart below
What Items would you suggest?
3. Item # ____ Product Name_______________
1. Item # ____ Product Name____
___________
Debrief
Reflection
Review the answers,
Encourage discussion. How will this new Product Information Dashboard help you
Write down any additional on the job?
answers that students find
that could be justified.
What do you like about it?
Make notes here.

What seems challenging?

Delightful Duds & Décor’s Facilitator’s Guide Page 21

Lesson 3: Providing Quality Customer Service
Time: 45 min.
3A. Introduction (2 min)
Tell participants that Delightful
Duds and Décor values quality
customer service skills and that
their role is to provide the
customer with not only a product,
but also satisfaction. When the
customer is happy, they will
continue to do business with
Delightful Duds and Décor.
Go over the topics in this lesson.
Explain that they will learn
guidelines for effective
communication and how to handle
challenging situations with upset
customers.
Delightful Duds & Décor’s Facilitator’s Guide
Introduction
Delightful Duds and Décor values quality customer service
and a Telephone Operators, your role is to provide the
customer with not only a product, but also satisfaction. The
customer should walk away pleased at the result of the
transaction. A happy customer will continue to be a buying
customer and a returning customer.
Overview
In this lesson you will learn about quality customer service
skills. Most importantly, you will learn the guidelines for
effective verbal and non-verbal communication and how to
diffuse upset customers.
You will have an opportunity to practice these skills in a
role play and reflect on your use of these skills.
Page 23
 Explain that good customer
service means more than just
making customers happy with a
quality product and becoming
returning customers.
Explain that good customer
service also means increased
company success and increased job
satisfaction, morale and teamwork.
Review the objectives in this slide.
Delightful Duds & Décor’s Facilitator’s Guide
Importance
Customer service means more than just providing a quality
product that satisfies the needs and wants of a customer and
keeps them coming back.
Good customer service means much more – it means
continued success, increased profits, higher job satisfaction,
improved company morale, and better teamwork.
Objectives
In this lesson, you’ll:
 Identify guidelines for effective verbal and non-
verbal communication skills
 Use effective verbal and non-verbal
communication skills and apply the HEAT method
 Write a self-reflection on which skills you need to
improve and what kind of customer service
representative you want to be.
Page 24
 3B-C. Appropriate Verbal/Non-verbal Communication (20 min)
Explain what appropriate verbal
and non-verbal communication
refers to.
Delightful Duds & Décor’s Facilitator’s Guide
Appropriate Verbal/Non-verbal Communication
Verbal and non-verbal communication refers to your tone
of voice, your attitude, and little things you say that make
the customer feel respected and heard. By using these
guidelines you will sound friendly and helpful. These are
also known as “soft skills”. By employing them on every
call, you can establish a stronger rapport with the customer
and be able to help them more effectively.
Page 25
 Explain that they will listen to Can You Identify the Communication Skills?
clips of two calls. One call is an
Before we review the skills, see if you can identify them.
example of superior verbal and
Listen to the following calls. In one call, the telephone
non-verbal communication skills,
operator uses excellent verbal and non-verbal
and the other is not.
communication skills. In the other call, the operator didn’t
Tell participants to distinguish the use them well.
verbal and non-verbal skills that
Can you identify the verbal and non-verbal skills the
make the call friendly and helpful.
operator employed that made her sound friendly and
Have them write their responses in
helpful?
the chart while they listen, and to
be prepared to discuss their Jot down your guesses in the chart below. Prepare to share
answers. them with the class.
Play each sound file in the order
on the slide. (#1 is the unfriendly
example; #2 is the friendly Conversation #1 Conversation #2
example). Click the image to
access the audio file.
Elicit from participants the verbal
and non-verbal skills and note
them on the board (i.e.: use caller’s
name, spoke clearly, reflected key
points, smiling, friendly, etc). Ask
questions to get them talking:
 Which call sounded
friendlier and more
helpful? Why?
 What verbal and non-
verbal communication did
the operator use?
Give positive reinforcement when
they answer. Emphasize (circle or
star) the points that are stated that
match up with the guidelines on
the list.

Delightful Duds & Décor’s Facilitator’s Guide Page 26

 Review the Communication
Guidelines on this slide. Positively
emphasize that they got some of
them, but there are others.
Highlight any new ones that were
not stated.
Ask participants questions and
facilitate a brief class discussion.
 Do you use similar guidelines
when answering calls now?
 If yes, how are yours similar or
different?
 How do you think these
guidelines will help you on the
job?
 What other guidelines might
you add to the list?
Delightful Duds & Décor’s Facilitator’s Guide
Communication Guidelines
Verbal Communication
 Use caller’s name
 Address customer by Mr./Ms.
 Speak clearly and succinctly
 Reflect key points back to customer
 Ask caller’s permission to hold and keep holds to a
minimum
 Show concern for questions/problem
Non-verbal Communication
 Speak with comfortable volume
 Listen carefully and let customer finish talking
 Provide prompt responses to inquiries
 Smile when talking so tone of voice sounds friendly
 Answer questions in an informative and upbeat manner
Page 27
 Tell participants that you want Exercise
them to hear more examples of
Listen to each call and identify all the Verbal and Non-
excellent verbal and non-verbal
verbal Guidelines each speaker uses. Write the letter of the
skills, so they can hear how
corresponding guideline under the call number.
different people use them.
Verbal Communication
Explain that not every call needs
to use every guideline, but there
are some that are consistent among a) Use caller’s name
all calls. Tell them you want them b) Address customer by Mr./Ms.
to listen for what is consistent as c) Speak clearly and succinctly
well as what is unique for each d) Reflect key points back to customer
call. e) Ask caller’s permission to hold and keep holds to a
minimum
Play calls. Give them a few f) Show concern for questions/problem
minutes to answer after each call.
Click the image to access the audio
file.
Encourage pair-sharing after each Non-verbal Communication
call. Then review the answers.
g) Speak with comfortable volume
Call #1 - (c) Speaks clearly and
h) Listen carefully and let customer finish talking
succinctly // (g) Speaks with
i) Provide prompt responses to inquiries
comfortable volume // (a) Uses
j) Smile when talking so tone of voice sounds friendly
caller’s name // (j) Smiles when
k) Answer questions in an informative and upbeat manner
talking // (k) answers questions in
informative and upbeat manner
Call #2 - (f) Shows concern for
question // (h) Listen’s carefully
and lets customer finish talking // Call #1 Call #2
(c) Speaks clearly and succinctly //
(g) Speaks with comfortable
volume
Call #3 - (d) Reflects key points //
(b) Addresses customer as Mr./Ms
Call #3 Call #4
// (i) provides prompt response //
(k) uses informative and upbeat
manner // (c) Speaks clearly and
succinctly // (g) uses comfortable
volume.
Call #4 - (e) asks caller’s
permission to hold // (f) Shows
concern for problem // (h) Listen’s
carefully and lets customer finish
talking // (i) provides prompt
response // (c) Speaks clearly and
succinctly // (g) uses comfortable
volume // (j) Smiles when talking

Delightful Duds & Décor’s Facilitator’s Guide Page 28

 Discuss what they found easy and Debrief and Questions
difficult and whether they feel
What did you find easy about this exercise?
they’d be able to employ these
communication guidelines.
Ask if they have questions. What did you find difficult?

Do you feel that you would be able to incorporate these

communication guidelines?

Do you have any questions?

Delightful Duds & Décor’s Facilitator’s Guide Page 29

 3F-G. Handling Difficult Customers with HEAT Method (20 min)
Explain that using appropriate
verbal and non-verbal Handling Difficult Customers
communication will go a long way Using appropriate verbal and non-verbal communication will
in making interactions with go a long way to making your interactions with customers
customers more effective and more satisfying, effective, and pleasant. You should strive to
pleasant. apply these guidelines in every call, but they are especially
important to maintain when dealing with challenging, upset,
Ask participants if they have ever
experienced a call from an angry or unhappy customers.
customer. Inquire what they did to Upset or difficult customers can derail you and throw you off
diffuse the customer’s anger and your main course of action, which is – to serve the customer.
solve the problem. (answers will How you respond can make the difference between a
vary). customer who feels satisfied with the resolution and one who
vows never to do business with your company again.
Tell participants to listen to a call
and pay attention to what the The Angry Customer – Part 1
operator said or did that prolonged
Let’s listen to a call that could have been handled better.
the customer’s anger.
What did the operator say or do that prolonged the
Play the sound file. Click the customer’s anger?
image to access the audio file.
Elicit behaviors or statements that
were problematic (i.e.: frustrated
tone of voice, cut off customer,
blamed customer for problem,
didn’t apologize, etc.). Orally
acknowledge each participant’s
contribution.

Delightful Duds & Décor’s Facilitator’s Guide Page 30

 Explain what HEAT refers to. Turn Down the HEAT
Highlight key ideas and possible
To effectively work with angry or unhappy customers, your
phrases.
first priority is to “Turn Down the HEAT”. HEAT is an
acronym that stands for stands for:
 Hear them out
o Listen and let them talk
o Write down key points
o “Let me see if I understand”
 Empathize
o Put yourself in their shoes
o Show you understand
o “I can hear that you are frustrated”
o “You’re right this is a problem”
 Apologize
o Say you are sorry and be sincere about it
o “I’m sorry”
o “I’m so sorry this has happened”
 Take action
o Have an action plan
o How will you solve the problem?
o “Here is what I can do for you now”
o “My name is X, let me help you with this”

Delightful Duds & Décor’s Facilitator’s Guide Page 31

 Tell participants to listen to a call The Angry Customer – Part 2
where HEAT was successfully
Let’s listen to a call where the operator successfully Turned
employed.
Down the HEAT and helped resolve the customer’s problem.
Tell them to pay attention to the What did the operator say or do that helped resolve the
things the operator said or did that problem?
helped to resolve the problem.
Play the sound file. Click the
image to access the audio file.
Elicit behaviors and statements
that model the HEAT method (i.e.:
listened fully, empathized,
apologized, took action). Orally
acknowledge each participant’s
contribution.

Delightful Duds & Décor’s Facilitator’s Guide Page 32

 Tell them to try it. Role Play
Explain that they will assist a Now it’s your turn to assist a customer who is upset over a
customer who is upset over a product. You must use the HEAT Method and the effective
product. They must use effective communication skills to successfully resolve their issue.
communication skills and the
You will work in groups of three. Each person will be given a
HEAT Method to successfully
different scenario and perform each role.
resolve their issue.
 Telephone Operator
Explain that each person will be
given a different scenario and  Angry Customer
should rotate roles after each play.
 Observer
Tell them that if they are playing
the customer, to try assuming a It is the observer’s responsibility to fill out a checklist and
personality different from their give feedback to the Telephone Operator
own. If they are playing the When you are finished, share your feedback with your
operator, to do their best to handle partners.
the situation as if it were real.
Explain that the observer will use
a checklist to note the operator’s
use of verbal and non-verbal
communication and HEAT. When
they have all finished, they should
share their feedback with each
other.
Tell them that they will be using
the phone system and should sit in
a manner where the customer and
operator cannot see each other, but
that the observer can see both
people clearly.
Note: The situations, scripts, and
observation checklist are in
Appendix B. Cut out the cards and
give to each person on team.
Telephone Operator Card can be
laid out for all to see.

Delightful Duds & Décor’s Facilitator’s Guide Page 33

Customer Service Role Play Situations
Situation #1 – Defective Product

You are calling in to complain that the expensive cashmere sweater you just bought
has moth holes in it. You just received it two days ago and when you tried it on
today, you noticed there were holes along the seams at the neck and arms. You are
very upset because this sweater was very expensive. You feel that Delightful Duds
should give you your money back! You are even concerned that it might be a health
risk.

You want to return the sweater (but are open to exchanging it if pressured).

Situation #2 – Bending the Rules

You bought a powered garbage truck toy for your son back in November as a gift.
Yesterday you noticed that that some pieces of plastic are loose and falling off.
The power still works though. You are very worried that these loose pieces could
be a choking hazard. You are livid and feel that Delightful Duds is responsible
for this problem. In fact, you claim that you’ll sue them if anything happens to
your child!

You want to return the item. You are also insistent that they “bend the rules” on
the return policy.

Situation #3 – Wait Time

You call to complain that you were just on the line with another telephone
operator who put you on hold for a long time while you were making an order. You
feel like you were on hold for at least five minutes and are very upset about
that. You feel you were disrespected and devalued as a customer. You are so angry
that you are calling now to ensure that the order you intended to make will be
canceled.

You are a busy person in general. All you want is respect. You also, deep down,
really want the item you just ordered.

Information for Telephone Operators

Return Policy:
 Refunds/Exchanges within 30 days = Full Refund
 Refunds/Exchanges over 30 days = Credit for next purchase at same price.

Cancel Order
 Within one hour of purchase only. After one hour, handle as a return

Delightful Duds & Décor’s Facilitator’s Guide Page 35

Customer Service Role Play: Observer
Notes
Name of Telephone Operator: _________________________________________________

Verbal Communication Notes

• Uses caller’s name 

• Addresses customer by Mr./Ms. 

• Speaks clearly and succinctly 

• Reflects key points back to

customer 

• Ask caller’s permission to hold

and keeps hold to a minimum 

• Shows concern for

questions/problem
Non-verbal Communication Notes
• Speaks with comfortable volume 

• Listens carefully and

lets customer finish talking 

• Provides prompt responses to

inquiries 

• Smile when talking so tone of

voice sounds friendly 

• Answers questions in an
informative and upbeat manner
HEAT Method Notes
• Hears them out

• Empathizes
• Apologizes
• Takes action

Delightful Duds & Décor’s Facilitator’s Guide Page 36

 Discuss what they found easy and Debrief and Self-Reflection
difficult about the role play.
What did you find easy about the role play?
Ask if they have questions.

What did you find difficult?

Do you have any questions?

Delightful Duds & Décor’s Facilitator’s Guide Page 37

 3H. Self-Reflection (10 min)
Explain that in order to digest the Self-Reflection
principles they have learned today,
Take a moment to reflect on what you learned about
they should take a moment to
customer service today. Record your thoughts in the
reflect on what they’ve learned,
space under each question.
consider ways to improve on them,
and set future goals.
 Which guidelines were new for you?
Tell them to take a few moments
to write a response to the
questions.
 Which skills do you need to work on?

 How will you work on them?

 What kind of Telephone Operator do you want to

be?

Delightful Duds & Décor’s Facilitator’s Guide Page 38