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Storyboard PresentationCustomer Treatment

Pam DavisAET/545

April 15, 2013Kate Wyatt

Notes: Target audience: The tutorial will be for call center phone associates.

Graphic: picture of phone associates at work speaking to customers with a smile on their faces.

The title of the tutorial is located middle of the page with Arial size 24 font.

Animation: No

Text/Audio Narration:What do we want for our customers? We want our phone associates to be friendly and efficient. We want the customers to receive professionalism from the phone associates they speak with. We want the phone associates to resolve the customer inquiries with one-stop solutions for our family of customers”______________

Title: Customer Treatment Scene: Title Page

Graphics: Yes Audio: No

Slide number: 1

Concept: Introduction

CUSTOMER TREATMENT

Notes:

This slide is providing the goal of the course. It will provide the expectation of the course.

The font size is Ariel font 24

You have back and next arrow buttons.

Animation: No

Text/Audio Narration:It’s important to establish the goal of the online tutorial. It will set the tone for the associates to understand the expectations of them attending this tutorial.

Title: Customer Treatment Scene :Goal

Graphics: No Audio: No

Slide number: 2

Concept: Goal

GoalTo provide friendly phone service to our customers by identifying the goals of the call center, measuring customer satisfaction scores, and utilizing customer scripting with 100% accuracy while speaking with our customers.

Notes: performance objectives describe the level of performance the employee is expectedto achieve.

There are back and next arrow buttons the learners can utilize for the tutorial.

The font is Ariel font size 24.

The learners are expected to read the objectives and click next button.

Animation: No

Text/Audio Narration:By the end of this tutorial, the phone associates will be able to identify goals of the call center with 100% accuracy, measure their satisfaction scores with less than 2% errors and utilize scripting on 100% of their calls. By meeting these objectives, the call center customer satisfaction ratings should increase over the next 90 days.

Title: Customer Treatment Scene :Objectives

Graphics: Yes Audio: No

Slide number: 3

Concept: Understanding Objectives

Performance Based Objectives

At the completion of this course, the phone associates will be able to identify the goals of the call center department with 100% accuracy.

The phone associates will be to measure their customer satisfaction scores with less than 2% errors.

The associates will utilize customer satisfaction scripting with 100% accuracy while speaking with customers.

Notes: This slide is static.

The learners can utilize the back and next buttons.

The font is Ariel; font size 24

The graphic is a clip art of a professor

Animation: No

Text/Audio Narration:What do we want for our customers: quality service; answer calls in a reasonable time; listen to our customers; accurate solutions and keep our promises.It is important to keep all of these concepts in mind with every customer you speak with. Each customer should feel as if they are your first customer of the day.

Title: Customer Treatment Scene : Performance Objective

Graphics: Yes Audio: Yes

Slide number: 4

Concept: performance based objective #1

What do we want for our department?

Quality serviceAnswer call in a reasonable timeListenAccurate, prompt solutionsKeep our promisesRespect

Notes: Graphic of call center environment.

The learners can utilize the back and next buttons.

The font is Ariel; font size 24

Audio: narrated from text below.

Animation: No

Text/Audio Narration:The customer service strategies are staffing, training, management and quality monitors. It is important that the staffing team hire quality candidates; preferable with previous customer service experience. Training will provide the foundation for the job role and ensure the associates are proficient. Call center management will keep the associate motivated and continue to grow them for their position. The quality team will coach and mentor the associates.

Title: Customer Treatment Scene : Customer Service Department Strategy

Graphics: Yes Audio: Yes

Slide number: 5

Concept: Customer Service Strategy

Service Department Strategy

Staffing________Hiring the best people

Training DepartmentTraining them well

Call Center ManagementProviding a productive work atmosphere

Quality Monitors_Monitoring the quality and the quantity of our work

Notes:

The graphic used is static.

Content font is Arial, 24

The learners can utilize the back and next buttons.

Audio: narrated from text below.

This slide is to test the associate’s retention of information at this point in the course.

Animation: No

Text/Audio Narration:Answers to the questions:1. identifying the goals of the call centers, measuring customer satisfaction scores and utilizing customer scripting with 100% accuracy 2. Quality service, answer call in a reasonable time, listen, accurate, prompt solutions, keep our promises and respect.

Title: Customer Treatment Scene :Knowledge Checkpoint

Graphics: Yes Audio: No

Slide number: 6

Concept: Quiz

1.Name one of the goals for the customer treatment course?

2.Provide three of the six departmental goals for our customers?

Notes: Content font is Arial, 24

The learners can utilize the back and next buttons.

Audio: narrated from text below.

Sample questions of what could appear on a survey.

The graphic is an example of a customer survey.

Animation: No

Text/Audio Narration:It is seen as a key performance indicator within business . They focus employees’ on the importance of fulfilling customers’ expectations. It is essential for businesses to effectively manage customer satisfaction. To maintain consistency we are asking all phone associates to provide the same scripts while speaking with customers.

Title: Customer Treatment Scene :Customer Satisfaction

Graphics: Yes Audio: Yes

Slide number: 7

Concept: Customer Satisfaction

Customer Satisfaction Ever wonder what customers are saying?

Did the customer service agent sound confident?Was the agent helpful?Would you recommend this service to someone else?

Notes: Content font is Arial, 24

The learners can utilize the back and next buttons.

Audio: narrated from text below.

The graphic is representational of management congratulating a job well done.

Animation: Yes/No

Text/Audio Narration:Customer Service takes several opportunities to develop a quality service environment through rewards, praise, and celebration.With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success. With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success.

Title: Customer Treatment Scene : Recognition and Awards

Graphics: Yes Audio: No

Slide number: 8

Concept: Recognition & Awards

Award and Recognition Ideas

Step Increase Program

Customer Satisfaction Bonus

Quarterly Awards Ceremonies

Notes: Content font is Arial, 24

The learners can utilize the back and next buttons.

Audio: narrated from text below

This slide is a summation of what role the learners can play in customer treatment/good customer service.

Animation: No

Text/Audio Narration: Where do you fit into the BIG picture? Put in the time, concern, and thought needed to accomplish your tasks; They will learn from your work ethic, your modeling, and your experience; Be a great example of how the company treats its customers and how we should treat each other; The Team Manager is responsible for reacting to all issues; Do not isolate your thinking to your team; Customer satisfaction is our number one priority

Title: Customer Treatment Scene : Conclusion

Graphics: Yes Audio: Yes

Slide number: 9

Concept: Conclusion

:

Where do you fit into the BIG picture? Here are a few ways you can impact the BIG picture:

Work Efficiently

Build People

Stay Close

Accountability

Think Globally

Notes: The learners will take a ten question, multiple choice assessment to gage their knowledge and check retention of information. The expectation is a grade of 90% +.

Content font is Arial, 24

The learners can utilize the back and next buttons.

Audio: narrated from text below

Animation: No

Text/Audio Narration:

At this point, the learners will be expected to take a ten question assessment of the information learned. If there is a need to go back to previous slides to answer questions, they can click on the back buttons.

Title: Customer Treatment Scene :Assessment

Graphics: No Audio: No

Slide number: 10

Concept: Assessment