guide for facilitator - preston consulting group€¦ · make any moment extraordinary...

MAKE ANY MOMENT

EXTRAORDINARY

V1_2019_JANUARY

Customer Service

Training

Guide for

Facilitator

DAY

1

1 Guide for Facilitator

CONTENTS

Symbols Used .................................................................................................................. 6

Training Agenda Day 01 .................................................................................................. 7



Training Agenda Day 04 ................................................................................................ 10

Training Agenda Day 05 ................................................................................................ 11

Facilitator Preparation Notes ......................................................................................... 12

Materials Checklist ......................................................................................................... 12

DAY ONE ....................................................................................................................... 13

Facilitator Introduction ..................................................................................................................... 13

LESSON 01 | Classroom Expectations ......................................................................................... 14

LESSON 02 | Ice Breaker Activity .................................................................................................. 15

LESSON 03 | Company Mission & History .................................................................................. 16

Our Mission: Make Any Moment Extraordinary ............................................................................... 16

Party City 101: Company Overview ................................................................................................... 17

LESSON 04 | Company Culture ..................................................................................................... 18

What we do defines us: We believe strongly in what we do ........................................................... 18

Core values: We are guided by our core values ................................................................................ 19

Party City Culture: Thinking of ways to make work better ............................................................... 19

LESSON 05 | Partycity.com: walkthrough ................................................................................... 20

Touring Partycity.com: Website Overview ........................................................................................ 21

Searching for local stores ................................................................................................................... 21

Provide correct information............................................................................................................... 21

Searching for items ............................................................................................................................. 22

Item options ....................................................................................................................................... 23

Availability .......................................................................................................................................... 23

BOPIS orders ....................................................................................................................................... 24

Order Restrictions .............................................................................................................................. 24

Custom Orders .................................................................................................................................... 25

2


Assisting Online Customers: Policy overview .................................................................................... 28

Custom Orders: Order timeframe ...................................................................................................... 28

Custom Orders: Refund policy ........................................................................................................... 29

LESSON 06 | Partycity.com: Scavenger hunt ............................................................................. 29

Scavenger Hunt: Apply your knowledge ........................................................................................... 30

LESSON 07 | Review of Day 1 ........................................................................................................ 31

DAY TWO ...................................................................................................................... 32


LESSON 02 | Top Call Drivers ........................................................................................................ 33

Four Main Reasons for Calls ............................................................................................................... 33

Damaged / Incomplete Item(s) .......................................................................................................... 34

Item(s) Missing or Not Received ........................................................................................................ 34

Help Placing Online Orders ................................................................................................................ 35

Help Locating a Nearby Store............................................................................................................. 36

LESSON 03 | OMX: Set-Up.............................................................................................................. 36

OMX is a Live System ......................................................................................................................... 37

Enter Credentials ................................................................................................................................ 37

Preparing to search orders ................................................................................................................. 37

System Timeout .................................................................................................................................. 38

LESSON 04 | OMX: Locating Customer Orders......................................................................... 38

Four Ways to Search ........................................................................................................................... 38

Searching by Order Number .............................................................................................................. 39

Searching by Other Methods ............................................................................................................. 39

LESSON 05 | OMX: Providing Order Information .................................................................... 40

Understanding the “Manage Order” screen ..................................................................................... 40

LESSON 06 | OMX: Order Tracking ............................................................................................. 42

Track orders ........................................................................................................................................ 42

Tracking & Shipping Calls ................................................................................................................... 43

Shipping Method Adjustment ............................................................................................................ 44

Wrong Item Ordered .......................................................................................................................... 44

Party City Errors .................................................................................................................................. 45

LESSON 07 | Salesforce: Set-Up.................................................................................................... 45

Salesforce is a Live System ................................................................................................................. 46

3


Enter Credentials ................................................................................................................................ 46

LESSON 08 | Salesforce: Call Notation ....................................................................................... 46

Each Call Must Be Documented ......................................................................................................... 47

Navigating Salesforce ......................................................................................................................... 47

Creating a New Case ........................................................................................................................... 47

Closing a Case ..................................................................................................................................... 52


DAY THREE .................................................................................................................... 53


LESSON 02 | OMX: Review ............................................................................................................. 54


Creating order adjustments: Terminology ........................................................................................ 55

Four Ways to Search ........................................................................................................................... 55

Searching by Order Number .............................................................................................................. 55

Searching by Other Methods ............................................................................................................. 56

LESSON 03 | OMX: Refunds ........................................................................................................... 57

Customer Refund: Example Scenario ................................................................................................ 57

Refund Policy ...................................................................................................................................... 57

Customer Notification ........................................................................................................................ 58

Issuing a refund .................................................................................................................................. 58

Documenting an Intra-transfer .......................................................................................................... 60

LESSON 04 | OMX: Shipping Refunds ......................................................................................... 61

Customer Shipping Refund: Example Scenario ................................................................................. 62

Refund Policy ...................................................................................................................................... 62


Issuing a refund .................................................................................................................................. 63

LESSON 05 | OMX: Replacing an Order ..................................................................................... 65

Item Replacement: Example Scenario ............................................................................................... 65

Replacement Policy ............................................................................................................................ 66


Issuing a Replacement........................................................................................................................ 66

LESSON 06 | OMX: Manual Adjustments ................................................................................... 71

Customer Partial Refund: Example scenario ..................................................................................... 71

4


Refund Policy ...................................................................................................................................... 71


Issuing a partial refund ...................................................................................................................... 72

LESSON 06 | OMX: Sending Emails ............................................................................................. 73

Customer Emails: Example scenario .................................................................................................. 73

Customer Emails ................................................................................................................................. 74


Generate form emails ........................................................................................................................ 74


DAY FOUR ..................................................................................................................... 78



LESSON 02 | Canadian Callers ..................................................................................................... 79

Partycity.com/ca: Website Overview ................................................................................................ 80

Changing to the Canadian site ........................................................................................................... 80

Partycity.com/ca: Limitations and Restrictions ................................................................................ 81

Internal Policies .................................................................................................................................. 81


LESSON 03 | Pitney Bowes: Canadian Order Tracking .......................................................... 82

Search by order number .................................................................................................................... 82

Order Details ...................................................................................................................................... 83

Financials ............................................................................................................................................ 84

Packages ............................................................................................................................................. 84

Support ............................................................................................................................................... 84


DAY FIVE 1/3 ................................................................................................................. 86


LESSON 02 | JDA ............................................................................................................................... 87

DAY FIVE 2/3 ................................................................................................................. 88

LESSON 03 | Introduction to Soft Skills ....................................................................................... 88

Sympathy vs. Empathy ....................................................................................................................... 88

Sympathy vs. Empathy: Video ........................................................................................................... 89

Sympathy vs. Empathy: Class Discussion .......................................................................................... 90

5


LESSON 04 | Personality Self-Assessment .................................................................................. 90

Activity: Personality worksheet ......................................................................................................... 91

Let’s gain some insight: Calculate worksheet answers ..................................................................... 92

Panda: Amiable personality type ....................................................................................................... 93

Tiger: Driver personality type ............................................................................................................ 94

Owl: Analytical personality type ........................................................................................................ 95

Monkey: Expressive personality type ................................................................................................ 96

Working with others .......................................................................................................................... 97

Encountering the Panda ..................................................................................................................... 98

Encountering the Tiger ....................................................................................................................... 99

Encountering the Owl....................................................................................................................... 100

Encountering the Monkey ................................................................................................................ 101

Video – Brain science of communication ........................................................................................ 102

Video – Brain science of communication: Discussion ..................................................................... 103

DAY FIVE 3/3 ............................................................................................................... 104

LESSON 05 | SMART Goals ........................................................................................................... 104

Keep it Specific: Identify a specific objective .................................................................................. 105

Is it Measurable: Develop a basis for gauging success .................................................................... 106

Is it Achievable: Smart goals must be realistic ................................................................................ 107

Is it Relevant: Make goals fit into a larger agenda .......................................................................... 108

Is it Time-Bound: Smart goals should include a timeframe ............................................................ 109

LESSON 06 | Review of Day 05 ................................................................................................... 110

6


Symbols Used

This symbol shows the corresponding slide in the presentation.

This symbol indicates a facilitator’s note for clarification of a topic, process or activity.

This symbol indicates a scheduling note.

This symbol shows what the facilitator might say to explain the slide. These guidelines should be used as suggestions. Facilitators should paraphrase or inject their own experience into their classroom dialogue.

“?” This symbol prompts questions that the facilitator should ask to encourage

classroom discussion.

This symbol indicates a lesson, exercise or worksheet in the Participant Workbook.

7


Training Agenda Day 01

# Duration Type Content Area Slide #

1 30 Instructor-Led Classroom Expectations 02

2 30 Activity Ice Breaker Activity 03

3 30 Instructor-Led Company Mission & History 04

4 15 Instructor-Led Company Culture 11

5 45 Activity Partycity.com: Walkthrough 17

6 45 Activity Partycity.com: Scavenger Hunt 40

7 30 Class Discussion Review of Day 01 42

225 225 Minutes (4 hours less break)

8





2 60 Instructor-Led Top Call Drivers 45

3 30 System Training OMX: Set-Up 51

4 30 System Training OMX: Locating Customer Orders 56

5 30 System Training OMX: Providing Order Information 62

6 45 System Training OMX: Order Tracking 67

7 30 System Training Salesforce: Set-Up 75

8 30 System Training Salesforce: Call Notation 78


- 120 Production Floor Observation (Y-Cording) -

420 420 Minutes (8 hours less breaks and lunch)

9





2 15 System Training OMX: Review 98

3 60 System Training OMX: Refunds 106

4 60 System Training OMX: Shipping Refunds 120

5 60 System Training OMX: Replacing an Order 129

6 45 System Training OMX: Manual Adjustments 146

7 15 System Training OMX: Sending Emails 153


- 120 Production Floor Observation (Y-Cording) -


10




1 15 System Training OMX: Review 166

2 45 Instructor-Led Canadian Callers 168

3 30 System Training Pitney Bowes: Canadian Order Tracking 176


- 300 Production Floor Tandem Call Taking -


11





2 15 System Training JDA 188

3 30 Instructor-Led Introduction to Soft Skills 190

4 45 Activity Personality Self-Assessment 196

5 45 Instructor-Led SMART Goals 223


- 15 Activity Graduation Ceremony -

- 240 Production Floor Tandem Call Taking -


12


Facilitator Preparation Notes

Before leading this session, be sure to:

▪ Read this guide and become familiar with the content, sequence of events and any activities.

▪ Add notes or highlight the guide to help you during the session. Include relevant examples or personal experiences that support the content.

▪ Make sure you have the necessary materials, handouts and instructional aids.

Materials Checklist

▪ Flipchart/whiteboard and markers

▪ Computer with projector ▪ Pad of paper for each participant ▪ Pens and highlighters for each participant ▪ Index cards or scratch paper ▪ Handouts ▪ Participant Workbook

13


DAY ONE

01

Facilitator Introduction

Approximate time: 5 minutes

Customer Service Training: Day 1 Party City – Make Any Moment Extraordinary

Facilitator’s Note: Welcome everyone and introduce yourself as the facilitator. Include the following:

▪ Your name ▪ Your position ▪ How long you’ve been with the organization ▪ Which positions you have held in the organization ▪ Your background as it pertains to customer service and what you bring to the group

14


02

LESSON 01 | Classroom Expectations


Starting off right is important. Your instructor will review classroom expectations.

Let’s discuss the ground rules for making this week’s training a success. // Mention your specific classroom expectations here. // Expectations might include arriving on time, punching in before class starts, bringing participant workbooks and writing implements back to class everyday (if the students do not leave them in the classroom overnight), raising their hands when they have a questions, respecting the right of classmates to ask questions, being respectful of other views, not jumping ahead in the workbook, turning off cellphones while in class, etc.

“?” Are there any additional ground rules that we should add to this list? What are your expectations for me? Can everyone agree these are reasonable expectations to use as our guidelines for this week’s class?

Facilitator’s Note: Ask for the participants agreement on these, make sure they believe they are reasonable expectations to use as your guidelines for the week. Ask if there are there any additional ground rules that they should add to this list. Hold the participants accountable to the rules as the workshop progresses to aide in your classroom management. Write down and display the agreements you and the class have made with each other and display them prominently throughout the week. You should also direct your class to write down the expectations they have agreed to in their participant workbook.

Participant Workbook Page 9

15


03

LESSON 02 | Ice Breaker Activity


It’s great to meet you! Your instructor will guide you in an ice breaker activity.

As important as it is for us to learn who our customers are, we also need to learn about each other as we work together through this material.

Facilitator’s Note: Each person has 30 seconds to introduce themselves.

▪ Name ▪ A fun/unique fact about yourself ▪ Share one thing you would like to learn or take away from this workshop

It’s always easier for the room if you demonstrate first. Find complimentary commentary or a quick follow up question after each fun fact. Have someone write down on a flip chart paper the things that each person wants to learn from/take away from this workshop. Have attendees record take away in Participant Workbook.


16


04

LESSON 03 | Company Mission & History


Welcome to the team! Your instructor will guide you in an introduction to our mission and history.

Facilitator’s Note: None.

05

WELCOME: Getting to know us Our Mission: Make Any Moment Extraordinary

Helping others create unforgettable moments is what we live for. It doesn't matter if you're celebrating taco Tuesday or your grandma's 100th birthday, every party deserves to be extraordinary, especially when it comes to the Halloween season.

Facilitator’s Note: Click anywhere on this slide to play video.

06

WELCOME: Getting to know us Our Mission: Make Any Moment Extraordinary

// video

“?” What did you take away from watching this video? What were your existing

impressions of Party City? How would you describe Party City and Party City’s mission to others?

Facilitator’s Note: Play video. Promote a class discussion about the video.

17


07

WELCOME: Getting to know us Party City 101: Company Overview

Founded in 1986 in East Hanover, NJ First franchise store opened in 1989 in Hazlet, NJ Highly Seasonal

▪ Busiest months are September and October

Facilitator’s Note: Discuss notes on slide. Add additional information as appropriate.

08


Halloween City and Toy City

▪ Sister companies – completely separate entities from Party City

▪ If you receive a call about either of these companies, please guide your caller to their respective customer service departments


09


Brick & mortar presence

▪ 850+ retail locations ▪ Presence in US & Canada ▪ Currently located in 46 US States


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10


Online presence

▪ Partycity.com online retail store launched in 2009 ▪ Buy online and ship or buy online and pick up in store

(BOPIS) ▪ Stock items & custom items available online


11

LESSON 04 | Company Culture


Thoughts become destiny. Let’s take a brief tour of our company culture.


12

OUR CULTURE: Who we are What we do defines us: We believe strongly in what we do

“Watch your thoughts, they become words; watch your words, they become actions; watch your actions, they become habits; watch your habits, they become character; watch your character, for it becomes your destiny.”

Facilitator’s Note: Replace with company culture content.

19


13

OUR CULTURE: Who we are Core values: We are guided by our core values

▪ Caring for Others ▪ Humility ▪ Ambition ▪ Staying Agile ▪ Honesty ▪ Team ▪ Personal Growth


14

OUR CULTURE: Who we are Party City Culture: Thinking of ways to make work better

▪ Friendly atmosphere ▪ Fun atmosphere ▪ We work hard to play hard ▪ Working together to solve challenges is important ▪ Customers are our focus


20


15


//Images of company events


16


//Images of company events


17

LESSON 05 | Partycity.com: walkthrough


Partycity.com: walkthrough Your instructor will walk you through a tour of partycity.com.


21


18

Partycity.com Touring Partycity.com: Website Overview

Before we begin…

▪ Website works best with Chrome or Firefox ▪ We take calls for US and Canada only ▪ Some items can only be shipped to a store or house


19

Partycity.com: Using the store locator Searching for local stores

▪ Enter zip code or city & state

Facilitator’s Note: You should display the PowerPoint slide and simultaneously display the Party City Website. Discuss notes on slide. Add additional information as appropriate.

20

Partycity.com: Using the store locator Provide correct information

▪ Blue bubbles are Party City locations ▪ Orange bubbles are Halloween City locations ▪ Offer only PartyCity location information


22


21

Partycity.com: Using the store locator Provide correct information

▪ When finding a store for a customer always mention store location and offer store’s phone number

▪ Click on Party City logo to return to main screen


22

Partycity.com: Item listings Searching for items

▪ Use the search bar from any page to search for items


23

Partycity.com: Item listings Searching for items

▪ Results will populate as a search term is typed in the search box

▪ Type ‘enter’ to see a full list of results ▪ Click on the item to view the full item listing


23


24

Partycity.com: Item listings Item options

▪ Item title, price and available sizes are shown at the top of the item listing

▪ Product details are listed ▪ “Read More” provides more information


25

Partycity.com: Item listings Availability

▪ Availability information is shown in the item listing ▪ Online only – item must be purchased online and shipped

directly to your customer


26


▪ In-Store Pickup – item can be shipped to directly to your customer OR may be bought online and picked-up in store (BOPIS)


24


27


▪ Customer can select shipping or BOPIS options


28

Partycity.com: Item listings BOPIS orders

▪ Your customer can search by zip code or city & state ▪ Available inventory will be listed by store ▪ Customer can confirm store pickup ▪ BOPIS – customer is actually reserving this item – they will

“buy” (pay) in-store


29

Partycity.com: Item listings Order Restrictions

▪ Some items may not be available in all states ▪ Shipping restrictions may apply ▪ These items may be available for in-store pick-up only


25


30

Partycity.com: Item listings Custom Orders

▪ Party City offers many different categories of customizable products, including:

o Banners o Balloons o Tableware o Party Favors o Invitations


31


▪ Some customizable items display a “personalize” graphic in search listings


26


32


▪ Some customizable items display a “personalize” graphic in search listings

▪ All customizable items allow customize their items online by clicking the “customize” button in the item listing


33


▪ Customers select quantity and size


27


34


▪ Customers then customize their item(s) ▪ Customers can view their custom item in real time by

clicking “update proof” ▪ Customers can also view a larger version by clicking “view

larger”


35


//Larger view displayed


28


36

Partycity.com Assisting Online Customers: Policy overview

You may:

▪ Walk customers through any portion of the website, including placing an order online

▪ Provide local store information ▪ Place an order for your customer using OMX (discussed

shortly)


37

Partycity.com Assisting Online Customers: Policy overview

You MAY NOT:

▪ Place a custom order for your customer ▪ Provide store information for Halloween City or Toy City ▪ Remember: guide your caller to Halloween City or Toy

City customer service departments


38

Partycity.com Custom Orders: Order timeframe

Custom orders can take up to 5 business days to produce in addition to shipping time


29


39

Partycity.com Custom Orders: Refund policy

Custom orders can be refunded (ask a supervisor for large orders)

▪ We do not require physical returns of custom orders ▪ Customers can keep / discard custom items


40

LESSON 06 | Partycity.com: Scavenger hunt


Partycity.com: Scavenger hunt Use what you have learned to navigate partycity.com.


30


41

Partycity.com Scavenger Hunt: Apply your knowledge

Write down the exact description, price and availability of the following items:

P789136 793759 777434

P592787 795746 632395

P751547 689696 632405

794633 794698 450600

796391 45008 751591

Facilitator’s Note: Depending on classroom size, you may divide the class into teams to work together to find the answers. Ask for volunteers or alternate teams to read the answer to each item number. Bring up the website after the answer has been given to validate answers.


31


42

LESSON 07 | Review of Day 1


You’re awesome! Your instructor will answer any questions you may have from today’s training.

Facilitator’s Note: Answer any questions your class may have from today’s training. If you do not know the answer, write the question on a “parking lot” that will remain throughout the week. Once you have learned the answer to the question, relay the answer to the class and cross the question off the list.

32


DAY TWO

44



Let’s review Your instructor will briefly review the content covered in yesterday’s session.

Yesterday we discussed:

▪ Classroom Expectations ▪ Ice Breaker Activity ▪ Company Mission & History ▪ Company Culture ▪ Partycity.com: Walkthrough ▪ Partycity.com: Scavenger Hunt

“?” Who can provide a summary of our company mission? Who can name some components of our company culture? What were some of the topics we discussed on the partycity.com website? What were some of the things we learned during our partcity.com scavenger hunt?

Facilitator’s Note: Answer any questions your class may have had from yesterday’s training and cross out answered questions in the parking lot.

33


45

LESSON 02 | Top Call Drivers


Why do customers call? Your instructor will discuss the top reasons customers call Party City customer service.


46

Why do customers call? Four Main Reasons for Calls

▪ Damaged / Incomplete Item(s) ▪ Item(s) Missing or Not Received ▪ Help Placing Online Orders ▪ Help Locating a Nearby Store

Facilitator’s Note: Discuss notes on slide. Add additional information as appropriate. Let your class know that you will discuss each call type in detail and that, while there are other call types that they will experience, these constitute the bulk of their customers’ reasons for calling.

34


47

Why do customers call? Damaged / Incomplete Item(s)

Your customer has received damaged or incomplete items

▪ You should first offer the customer the option reship missing / damaged items instead of refunding the full order

▪ You may issue a refund for any amount under $40 ▪ For items over $40 ask you supervisor

“?” Have any of you had a similar experience?

Was it a great customer service experience? Was it a not so great customer service experience? Why?

Facilitator’s Note: Discuss notes on slide. Add additional information as appropriate. You may share a personal experience like this scenario that prompted you to call customer service. Ask your class if they have had a similar experience.

48

Why do customers call? Item(s) Missing or Not Received

Your customer has not received some or all of their order

▪ Investigate delivery (has the package been delivered, has the customer checked with neighbors)

▪ You may issue a refund for any amount under $40 ▪ For items over $40 ask you supervisor




35


49

Why do customers call? Help Placing Online Orders

Your customer needs help navigating the website or placing an order online

▪ You may walk customers through the website or the ordering process

▪ You may explain the personalization process for custom orders, but you CANNOT place a custom order for your customer




36


50

Why do customers call? Help Locating a Nearby Store

Your customer needs help finding their nearest store

▪ You may help your customer by using the store locator ▪ Provide information for Party City locations only ▪ Offer your customer the store’s address and phone

number




51

LESSON 03 | OMX: Set-Up


Getting Started in OMX Your instructor will guide you in setting up OMX.

Facilitator’s Note: Assist your class with navigating to and signing in to OMX. Ensure that all members of the class can log in to OMX. While assisting students, inform them that the system they have just logged into is live and that they should not click around or jump forward in OMX.

37


52

OMX: Before we begin… OMX is a Live System

Please follow your instructor’s guidance while you are logged in to OMX

▪ DO NOT click ahead ▪ DO NOT explore areas your instructor is not currently

discussing ▪ DO NOT explore OMX on your own

Facilitator’s Note: Remind the class once again that OMX is a live system and that they should follow your guidance while logged in.

53

OMX: Logging in to OMX Enter Credentials

▪ Upon first login, enter the Party City BizID provided via email

▪ Use your username and password to log in to OMX


54

OMX: Getting Started Preparing to search orders

▪ Click on the “Customer Service” tab ▪ Click on “Manage: Customers”


38


55

OMX: Getting Started System Timeout

▪ Occasionally you may see a “session Expiration Warning” dialogue box.

▪ Enter your password ▪ If password is stored, click “Continue Session”


56

LESSON 04 | OMX: Locating Customer Orders


Locating Customer Orders Your instructor will guide you in searching customer orders.


57

OMX: Customer and Order Search Four Ways to Search

▪ Order Number ▪ Email Address ▪ Phone Number ▪ Name


39


58

OMX: Customer and Order Search Searching by Order Number

▪ Order starts with a 14 or 15 > search under select action ▪ Order starts with a 25 > search in the Alt. ID field ▪ Make sure to search in the appropriate field depending

on the order number


59

OMX: Customer and Order Search Searching by Other Methods

▪ Customer first and last name


60


▪ Customer email


40


61


▪ Customer phone number


62

LESSON 05 | OMX: Providing Order Information


Providing Order Information Your instructor will guide you in providing order information.


63

OMX: Providing Order Information Understanding the “Manage Order” screen

▪ View Order Status via shipping “road map”


41


64


▪ View notes associated with this order


65


// Notes pop-up appears


66


▪ Hover over “[…]” to learn more about the poster of this note


42


67

LESSON 06 | OMX: Order Tracking


Order Tracking Your instructor will guide you tracking customer orders.


68

OMX: Providing Tracking Information Track orders

▪ Order tracking information can be found by clicking on the “Track” button below the Order Detail Panel

▪ You may have to scroll your browser window


69


▪ The “Shipping Detail” screen provides more information ▪ Click on the tracking number to learn more


43


70


▪ The “Carrier Tracking Information” screen provides more information about specific activity related to the package in transit

▪ You are encouraged to provide the tracking number to your customer

▪ Customers can search their tracking number online to track their package


71

OMX: Providing Tracking Information Tracking & Shipping Calls

▪ Shipping Method Adjustment ▪ Wrong Item Ordered ▪ Party City Errors

Facilitator’s Note: Discuss notes on slide. Add additional information as appropriate. Let your class know that you will discuss each scenario in detail.

44


72

OMX: Providing Tracking Information Shipping Method Adjustment

Your customer has recently placed an order and would like to change the shipping method

▪ You may place a new order with a different shipping option and set up a return (we will discuss returns in a future lesson)


73

OMX: Providing Tracking Information Wrong Item Ordered

Your customer has recently placed an order and would like to change their order

▪ As with shipping method changes, you may place a new order and set up a return (we will discuss returns in a future lesson)


45


74

OMX: Providing Tracking Information Party City Errors

While unusual, an ordering or shipping error has occurred in a back-end system

▪ Apologize ▪ Reassure your customer that you will assist the with the

correction ▪ Place the correct order and issue a refund (we will discuss

returns in a future lesson)


75

LESSON 07 | Salesforce: Set-Up


Getting Started in Salesforce Your instructor will guide you in setting up Salesforce.

Facilitator’s Note: Assist your class with navigating to and signing in to Salesforce. Ensure that all members of the class can log in to Salesforce. While assisting students, inform them that the system they have just logged into is live and that they should not click around or jump forward in Salesforce.

46


76

Salesforce: Before we begin… Salesforce is a Live System

Please follow your instructor’s guidance while you are logged in to Salesforce


discussing ▪ DO NOT explore Salesforce on your own

Facilitator’s Note: Remind the class that Salesforce, like OMX, is a live system and that they should follow your guidance while logged in.

77

Salesforce: Logging in to Salesforce Enter Credentials

▪ Use your username and password to log in to Salesforce ▪ Click “Log In”


78

LESSON 08 | Salesforce: Call Notation


Making Call Notations Your instructor will guide you in call documentation in Salesforce.


47


79

Salesforce: Call Documentation Each Call Must Be Documented

▪ You will make a Salesforce entry for every call ▪ Call documentation allows you and your colleagues to

understand individual customer issues ▪ Call documentations allows management to track call

trends and emerging customer issues


80

Salesforce: Call Documentation Navigating Salesforce

▪ Upon login, click on “Cases” to access the call documentation section of Salesforce


81

Salesforce: Call Documentation Creating a New Case

▪ Click “New”


48


82


▪ Click on the spyglass icon to the right of the “Account Name” field


83


▪ Click on “New”


84


▪ Enter your caller’s name


49


85


▪ Choose a “Case Origin” type


86


▪ Select the appropriate origin from the dropdown list


87


▪ If you select “Phone” in the “Case Origin” field you will be required to fill out the “Case Type” field


50


88


▪ Select the appropriate case type from the dropdown list


89


▪ Choose the appropriate brand ▪ Party City ▪ Party City Canada


90


▪ Choose the appropriate status ▪ Status will always be “New”


51


91


▪ Choose the appropriate Priority ▪ Priority will always be “Medium”


92


▪ Enter a brief note detailing the customer’s reason for calling and the actions taken during the call

▪ For example: o Per my supervisor, we will replace item# 1234567

as a 1 time courtesy due to inconvenience.


93


▪ After completing all required fields (indicated by a red bar “|”) click “Save & Close”


52


94

Salesforce: Call Documentation Closing a Case

▪ Enter Status “Closed” ▪ Click “Save”


95





53


DAY THREE

97



Let’s review Your instructor will briefly review the content covered in yesterday’s session.


▪ Top Call Drivers ▪ OMX: Set-Up ▪ OMX: Locating Customer Orders ▪ OMX: Providing Order Information ▪ OMX: Order Tracking ▪ Salesforce: Set-Up ▪ Salesforce: Call Notation

“?” Who can name a common reason that customers call? How is that customer service issue handled? What are the 4 ways we can search for customers in OMX? Which calls do we need to document in Salesforce? Why is it important to document every call?


54


98

LESSON 02 | OMX: Review


OMX Review Your instructor will guide you in a brief review of OMX.


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OMX: A reminder before we continue… OMX is a Live System





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OMX: “Intra-Transfer” Creating order adjustments: Terminology

The internal terminology we use for making any kind of update to an order is “intra-transfer”

Intra-transfers include:

▪ Refunds ▪ Replacements ▪ Exchanges


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OMX: REVIEW: Customer and Order Search Four Ways to Search

▪ Order Number ▪ Email Address ▪ Phone Number ▪ Name


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OMX: REVIEW: Customer and Order Search Searching by Order Number

▪ Order starts with a 14 or 15 > search under select action ▪ Order starts with a 25 > search in the Alt. ID field ▪ Make sure to search in the appropriate field depending

on the order number


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OMX: REVIEW: Customer and Order Search Searching by Other Methods

▪ Customer first and last name


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▪ Customer email


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▪ Customer phone number


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LESSON 03 | OMX: Refunds


Refunds Your instructor will guide you in performing refunds.


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OMX: Intra-Transfer: Refunds Customer Refund: Example Scenario

▪ Your customer purchased an item of $40 or less and did not receive the item

▪ Your customer received an item of $40 or less and wants to return the item

▪ Your customer received an item of $40 or less and wants to place a replacement order online


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OMX: Intra-Transfer: Refunds Refund Policy

▪ You may refund up to $40 ▪ Items under $40 do not need to be returned ▪ Ask your supervisor for items exceeding $40


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OMX: Intra-Transfer: Refunds Customer Notification

▪ Refunds may take 5-7 business days to appear on customer’s card

▪ Refund must be placed on the same card used for purchase

▪ We recommend donating non-returned item(s) if the customer cannot use the item(s)


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OMX: Intra-Transfer: Refunds Issuing a refund

▪ Click on “returns”


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▪ You will now see the return information screen


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▪ Change the quantity from “0” to “1”.


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▪ Click in the “reason” dropdown and select a reason.


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▪ If you are only issuing a refund (without a return) – hover over the “ ✓ “ icon.


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▪ The “ ✓ “ will turn to a “ ← “ on hover ▪ Click the “ ← “ to update and go back ▪ Your refund will be issued and you will be returned to the

main order screen.


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▪ The order status column will now display an orange “refunded” indicator where it previously displayed a “shipped” indicator

▪ You have now completed the refund process ▪ Depending on the amount of the order, the customer

may or may not have to return the item (returns will be discussed in a future lesson)


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OMX: Intra-Transfer: Refunds Documenting an Intra-transfer

▪ Remember, for all calls, including intra-transfers, you must leave a note in Salesforce

▪ For calls involving intra-transfers, you must also copy+paste your Salesforce notes into OMX


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▪ To create a memo, click on the “Memo” button


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▪ Copy and paste (CTRL+C / CTRL+P) your notes from Salesforce

▪ Click “Save” to save your memo


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LESSON 04 | OMX: Shipping Refunds


Refunds on shipping costs Your instructor will guide you in performing refunds for shipping costs.


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OMX: Intra-Transfer: Shipping Refund Customer Shipping Refund: Example Scenario

▪ Your customer purchased an item with expedited shipping and the item did not arrive on time




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OMX: Intra-Transfer: Shipping Refund Refund Policy

▪ You may refund some or all shipping costs ▪ Have a conversation with your customer about the reason

for the refund request to determine if a full or partial refund is appropriate


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OMX: Intra-Transfer: Shipping Refund Customer Notification




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OMX: Intra-Transfer: Shipping Refund Issuing a refund



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▪ You will now see the return information screen ▪ Click on “Return S&H”


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▪ You will now see the Shipping and Handling return information screen


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▪ Enter the return amount in the “Returning Before Tax” field

▪ The available amount of the refund is shown in the “Adjustment Limits” column

▪ Click “continue” to issue the refund


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▪ You will now see the shipping refund reflected in the “Return Information” section

▪ Hover over the “ ✓ “ icon. ▪ Click the “ ← “ to update and go back to the main order

screen


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LESSON 05 | OMX: Replacing an Order


Replacements Your instructor will guide you in placing a replacement order.


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OMX: Intra-Transfer: Replacing an Order Item Replacement: Example Scenario

▪ Your customer purchased an item of $40 or less and the item is damaged

▪ Your customer purchased an item of $40 or less and the item is not the expected size or color




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OMX: Intra-Transfer: Replacing an Order Replacement Policy

▪ Items may be replaced OR refunded – not both (promo codes may be used in unique situations)

▪ You may replace items up to $40 without supervisor approval

▪ Items under $40 do not need to be returned


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OMX: Intra-Transfer: Replacing an Order Customer Notification


▪ If items are no longer in stock, apologize and offer a refund


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OMX: Intra-Transfer: Replacing an Order Issuing a Replacement

▪ Click on “Repeat”


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▪ The entire order will be shown ▪ Use the “remove” button to remove any line items in the

original order that you are NOT replacing ▪ NOTE: some items may currently be out of stock


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▪ Make sure that the quantity is set appropriately ▪ For example, if you are returning only one of an item,

change the quantity to one


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▪ This screen contains an “abort” button ▪ This button can be used to stop the reorder process if the

customer changes their mind or the call disconnects ▪ Clicking “abort” will return you to the order screen

without making changes to this order


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▪ The “warehouse” label beneath the available quantity should be used as a rough estimate of availability

▪ This number may not always reflect real-time item availability


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▪ Click the “Keycode” label to change the order keycode


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▪ Begin typing the appropriate keycode


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▪ In many cases, the appropriate keycode will be “DAMAGE”

▪ Click on the correct keycode in the dropdown list


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▪ Once the correct keycode has been selected, click “Update”


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▪ You will see a green bar across the top of the order screen indicating that the keycode has been updated successfully

▪ Use the “Back” button to return to the order


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▪ Click “continue” to proceed with the replacement ▪ You will be asked to confirm billing and shipping address ▪ Confirm with your customer that the order should be

shipping to the address associated with the original order


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▪ NOTE: If you see an amount under the shipping tab, you have not correctly selected a key code

▪ Adjust the keycode to zero out the shipping cost


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▪ In certain circumstances, there may be some payment required, depending on price changes or differences

▪ Ask your supervisor for guidance


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LESSON 06 | OMX: Manual Adjustments


Manual Adjustments Your instructor will guide you in performing manual adjustments.


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OMX: Intra-Transfer: Manual Adjustments Customer Partial Refund: Example scenario

▪ Your customer wants a refund of a portion of their order ▪ You work with your supervisor to offer a partial Customer

Satisfaction refund ▪ Reconciling refunds on sale or promotional items


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OMX: Intra-Transfer: Manual Adjustments Refund Policy

▪ Standard refund rules apply

“?” What are the rules we should always follow when issuing a refund?

Facilitator’s Note: Ask you class to state the rules to follow when issuing a refund.

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OMX: Intra-Transfer: Manual Adjustments Customer Notification





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OMX: Intra-Transfer: Manual Adjustments Issuing a partial refund



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▪ You will now see the return information screen ▪ Click on “Manual Adjustments”


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▪ You will now see the manual adjustment screen ▪ Click into the “Returning Before Tax” field


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LESSON 06 | OMX: Sending Emails


Sending a customer email Your instructor will guide you in emailing a customer from OMX.


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OMX: Sending emails from OMX Customer Emails: Example scenario

▪ Your customer wants a copy of their order confirmation email


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OMX: Sending emails from OMX Customer Emails

▪ Never hand-type emails to your customers ▪ If you encounter a special request or situation, talk to

your supervisor


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OMX: Sending emails from OMX Customer Notification

▪ The customer should receive their email shortly, usually within the next 30 minutes


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OMX: Sending emails from OMX Generate form emails

▪ From within the customer’s order click “Email


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▪ The “From” email field is prepopulated with a default email address

▪ The “Recipient Email” field is prepopulated with the customer’s email address


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▪ Click in the template field to locate an appropriate template


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▪ Scroll through the dropdown list for an applicable template

▪ Click on your selection


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▪ Click “insert” to add your template to the body of the email


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▪ The template will populate relevant information from the customer’s account, including their name, contact information and order information


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▪ When you are finished, click “send” to send the email to your customer


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DAY FOUR

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▪ OMX: Review ▪ OMX: Refunds ▪ OMX: Shipping Refunds ▪ OMX: Replacing an Order ▪ OMX: Manual Adjustments ▪ OMX: Sending Emails


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OMX: A reminder before we continue… OMX is a Live System





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LESSON 02 | Canadian Callers


Canadian Callers Your instructor will discuss differences between US-based and Canadian customers.


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Canadian Callers: Partycity.com/ca Partycity.com/ca: Website Overview

▪ Canadian callers may see differences from the US site: ▪ Prices are displayed in CAD and may differ from USD ▪ Availability may differ ▪ SKUs may differ ▪ Shipping options may differ


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Canadian Callers: Partycity.com/ca Changing to the Canadian site

▪ Click on the “Shipping to” area in the website header


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▪ Select “Canada” from the dropdown menu


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▪ You will see the Canadian site, including a Canadian-themed logo and a “ area


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Canadian Callers: Ordering & Shipping Partycity.com/ca: Limitations and Restrictions

▪ There are several differences between handling US-Based calls and Canadian calls

▪ Customers are not billed until item has passed through customs


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Canadian Callers: Ordering & Shipping Internal Policies

▪ We cannot place an order for a Canadian customer in OMX

▪ Canadian orders should be placed via Partycity.com/ca


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Canadian Callers: Ordering & Shipping Customer Notification

▪ Shipping may fluctuate, usually 10 business days: expedited shipping is not guaranteed

▪ M-F delivery only ▪ Orders are fulfilled at our Naperville, IL warehouse and

must pass through customs


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LESSON 03 | Pitney Bowes: Canadian Order Tracking


Canadian Order Tracking Your instructor will guide you in tracking orders for Canadian Callers.


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Pitney Bowes: Searching Canadian Orders Search by order number

▪ Canadian orders start with the letter “E” ▪ Open Pitney Bowes and enter the order number in the

“Order Number” field ▪ Click “search”


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▪ If a Canadian caller does not have their order number, click on “Advanced Search”


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▪ The fields under “Buyer Information” are most commonly used

▪ Email Address ▪ First Name ▪ Last Name ▪ City ▪ Region ▪ Country


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Pitney Bowes: Searching Canadian Orders Order Details

▪ You will begin on the “Order Details” tab


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Pitney Bowes: Searching Canadian Orders Financials

▪ Authorization ▪ Canadian payments are not billed until they go through

customs ▪ Note that payment is in CAD (Canadian dollars) ▪ Note also there is a parcel reference that links to the

Packages page


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Pitney Bowes: Searching Canadian Orders Packages

▪ Carrier and tracking time frame ▪ US and Canadian Tracking number are shown ▪ Click on Canadian tracking number to get entire tracking

information ▪ Do not provide UPS tracking number to your customer


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Pitney Bowes: Searching Canadian Orders Support

▪ Click on “Create a new case for this order”


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Pitney Bowes: Searching Canadian Orders Support

▪ Fill out fields for a support ticket, Case type, Case Priority, Case Subject and Description

▪ Click on “Create”


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DAY FIVE 1/3

Facilitator’s Note: Because day five covers several different types of content, this day is broken down into three parts: Part 1/3 - A daily review and lecture-based training on JDA Part 2/3 – A blend of lecture-based and classroom activity discussing soft skills and focusing on empathy Part 3/3 – An introduction to goal-setting using the SMART methodology

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▪ Canadian Callers ▪ Pitney Bowes: Canadian Order Tracking


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LESSON 02 | JDA


Warehouse System Your instructor will guide you in exploring JDA.

Facilitator’s Note: Show JDA and walk the class through various procedures in JDA (if applicable to the skillset you are training).

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DAY FIVE 2/3

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LESSON 03 | Introduction to Soft Skills


Soft skills Your instructor will guide you in a brief overview of customer service best practices.


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Soft Skills: Putting yourself in the customers shoes Sympathy vs. Empathy

What is the definition of sympathy?

Acknowledging another person's emotional hardships and providing comfort and assurance.

“?” In your own words, what is the definition of sympathy?

Facilitator’s Note: Ask the class for a definition and examples of sympathy.

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What is the definition of empathy?

Understanding what others are feeling because you have experienced it yourself or can put yourself in their shoes.

“?” In your own words, what is the definition of empathy?

Facilitator’s Note: Ask the class for a definition and examples of empathy.

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Class discussion


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Soft Skills: Putting yourself in the customers shoes Sympathy vs. Empathy: Video

// video

Facilitator’s Note: Play video.

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Soft Skills: Putting yourself in the customers shoes Sympathy vs. Empathy: Class Discussion

Why do you think empathy is important for customer service?

“?” Why do you think empathy is important for customer service?

Facilitator’s Note: Promote a class discussion about the video.

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LESSON 04 | Personality Self-Assessment


We want to get to know you Understanding personality traits in ourselves, our colleagues and our customers is critical to our success.

Facilitator’s Note: Direct your class to the participant workbook.


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Understanding Personalities: Getting to know you Activity: Personality worksheet

This is not a test! This is an opportunity for you to learn more about your personality type. There are no wrong answers. You have 3 minutes to complete the Word Hunt.

“?” There are four basic personality types, the Panda, Tiger, Owl and Monkey.

Many may demonstrate a mix of traits among personality types and many may display a high correlation with a single personality type. Effective customer service providers recognize differences in personality types and adjust their interactions with their customers to maximize the benefits of working with a diverse customer base. Let’s take the next three minutes to think about how we would describe ourselves. Circle the words below that best describe you. Put your pencils and pens down at the end of three minutes. Do not overthink this exercise; there are no wrong answers.

Facilitator’s Note: This is an opportunity for students to understand their own personality types, but, most importantly, the takeaway from this lesson is to impress upon the class that different personality types exist and that they should display empathy and understanding to callers who express themselves in different ways. The facilitator should take this test in advance and share their results with the class.

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Understanding Personalities: Getting to know you Let’s gain some insight: Calculate worksheet answers

Remember, many learners may demonstrate a mix of traits among personality types and many learners may display a high correlation with a single personality type.

Facilitator’s Note: Direct the students to tally their results based on the table below. Call out each trait and tell your students which area that should tally. (P=PANDA; T=TIGER; O=OWL; M=MONKEY)

Accepting P Deliberate O Impatient T Practical O

Accommodating P Demanding T Impulsive M Precise O

Accurate O Dependable P Independent T Promotes action T

Action-oriented T Dependent P Inspiring M Quiet P

Adventurous M Detail-oriented O Intellectual O Rational O

Aggressive T Diplomatic O Introverted O Reactionary M

Agreeable P Directive T Intuitive M Reserved O

Ambitious T Disciplined O Leader T Respectful P

Apologetic P Dramatic M Logical O Restless M

Authoritative T Easy-going P Loyal P Results-oriented T

Care for others P Efficient T Methodical O Risk-taker M

Carefree M Empathetic P Meticulous O Self-sacrificing P

Cautious O Enthusiastic M Non-conforming M Sensitive P

Changeable M Exacting O Objective O Sentimental P

Charming M Excitable M Opinionated M Serious O

Commanding T Extroverted M Opportunistic T Strong-willed T

Communicative M Flashy M Orderly O Stuffy O

Competitive T Forceful T Outgoing M Supportive P

Considerate P Friendly P Outspoken M Systematic O

Contemplative O Generous P Patient O Talkative M

Controlling T Guarded O People-oriented P Task-oriented T

Conventional O Head-strong T Perfectionist T Tender-hearted P

Cooperative P Humorous M Persistent T Understanding P

Creative M Hurried T Pioneering T Unselfish P

Decisive T Imaginative M Playful M Yielding P

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Understanding Personalities: Getting to know you Panda: Amiable personality type

Pandas are amiable, emotional people who make decisions as much by intuition as by hard data. Pandas are relationship centered and interpret their environment on a personal basis.

Pandas are amiable, emotional people who make decisions as much by intuition as by hard data. Pandas are relationship centered and interpret their environment on a personal basis. They often get involved in feelings and relationships – people feel comfortable telling Pandas their thoughts and even their personal information. Pandas are known for energizing social situations and adding sincere joy and warmth to a team. Pandas can sometimes be reluctant to change opinions which hold personal meaning. They may lay awake nights worrying about what the Direct Tiger will want to change and therefore tend to stick with what is comfortable, avoiding controversial decisions. Pandas organize, plan and implement ideas, but they want the security of thinking it through before taking action. They want to know the consequences – both intended and unintended – of what they are instructed to do.

Facilitator’s Note: Promote a class discussion about this content.

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Understanding Personalities: Getting to know you Panda: Amiable personality type

▪ Expects harmony ▪ Idea fulfiller ▪ Sticks with comfortable decisions ▪ Beliefs/opinions have personal meaning ▪ Relationship centered ▪ Works carefully with others ▪ Wants security ▪ Needs appreciation


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Understanding Personalities: Getting to know you Tiger: Driver personality type

We all know tigers – or directors who like to be in charge. They want results – and they want it now. These people lay awake at night thinking of ways to change and improve whatever is going on around them.

We all know tigers – or directors who like to be in charge. They want results – and they want it now. These people lay awake at night thinking of ways to change and improve whatever is going on around them. They generate ideas and want action and change – NOW. They are NOT detail people – and may not even realize there are details that need to be thought through before beginning to implement the idea they had to get to the end result faster. And while they may not think of details of HOW something will be done, they want results and they don’t want to wait. In fact, sometimes if an idea takes “too long” to implement, the Director will have thought of a new way to accomplish the task – often leaving the people who work with him frustrated and confused about what they are supposed to be doing.


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Understanding Personalities: Getting to know you Tiger: Driver personality type

▪ Wants results ▪ Generates ideas ▪ Expects efficiency & results ▪ Works well alone ▪ Needs to be in charge ▪ Wants action and change


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Understanding Personalities: Getting to know you Owl: Analytical personality type

Owls are analytical and logic-oriented people who need things to make sense. Analytics live life according to the facts, logic and consistency – they have little room for the “feelings” and “emotions” of the amiable Panda or the impulsive thoughts of the directing Tiger.

Owls are analytical and logic-oriented people who need things to make sense. Analytics live life according to the facts, logic and consistency – they have little room for the “feelings” and “emotions” of the amiable Panda or the impulsive thoughts of the directing Tiger. If you coach this person like you do a Panda, they will mentally ‘check out’ and think you are treating them like children. The director’s ideas may be great and the person may have thought it through in great detail – while working alone and without discussion, but when they make their “announcement” to the Analytic, it is received as an impulsive idea – the analytic wants to see supporting documentation. Because the analytic needs facts and logical thought, they may be perceived as cold, detached, unenthusiastic. Analytics are often good planners, organizers, problem solvers – so they are a good personality fit for our Workforce group. They can also be great agents for our technical customers or for solving customer service questions.


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Understanding Personalities: Getting to know you Owl: Analytical personality type

▪ Logic oriented ▪ Wants high standards ▪ Needs organization ▪ Expects accuracy ▪ Seeks and expects perfection ▪ Reluctant to take a stand ▪ Prefers to work alone


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Understanding Personalities: Getting to know you Monkey: Expressive personality type

Monkeys are expressive personality types whose main motivations are pursuing dreams and promoting ideas. Often monkeys may not be interested in whose idea a particular goal is, they will embrace it and achieve.

Monkeys are expressive personality types whose main motivations are pursuing dreams and promoting ideas. Often monkeys may not be interested in whose idea a particular goal is, they will embrace it and achieve. Because monkeys are so social and energetic, they may be perceived as flighty, impractical and emotional. Monkeys are able to excite others about whatever idea or dream they have. Expressive behavior can become intensely stimulating, exciting and fun for those who can get caught up in expressive dreams. Monkeys may hear an idea from the direct Tiger and immediately have several responses. In their excitement and desire to please and gain recognition, they may skip from one activity to another. Monkeys like recognition and will sometimes do highly creative things to get your attention – even if they are negative things! Monkeys may seem impatient, outspoken – because they are thinking of various ways to do things – or they may be dreaming while working on a particular task.


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Understanding Personalities: Getting to know you Monkey: Expressive personality type

▪ Pursues dreams ▪ Act on opinions, intuitions ▪ Able to excite others ▪ May be perceived as overly emotional ▪ May seem impatient or outspoken ▪ Imaginative, creative and intuitive ▪ May skip between activities


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Understanding Personalities: Getting to know others Working with others

▪ No Personality Style Is Better or Worse, Just Different ▪ Understand Your Own Type vs Others ▪ Recognize Key Triggers of Each Style

“?” How accurate do you think these descriptions are?

Without naming names, do you know people who fit some of these personality traits? If you are interacting with someone of a different personality type, do you change your interaction style? How do you change?


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Understanding Personalities: Getting to know others Encountering the Panda

▪ Support the individual’s feelings and relationships with others

▪ Show appreciation for what they do ▪ Establish a cooperative relationship avoid overstating

what you can realistically accomplish ▪ Take time to listen and draw out his/her personal goals


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Understanding Personalities: Getting to know others Encountering the Panda

Cause of tension

▪ Conflict

Challenges

▪ Initiating new ideas

“?” What do you think are causes of tension for this personality type?

What are some challenges for this personality type?


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Understanding Personalities: Getting to know others Encountering the Tiger

▪ Show how your idea can get the results he/she wants ▪ Don’t waste time with small talk- keep relationships

businesslike ▪ Ask specific questions: what, why, when, who, where ▪ If you agree, support the Tiger’s desired results rather

than the person - Personal support is unimportant


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Understanding Personalities: Getting to know others Encountering the Tiger

Cause of tension

▪ Loss of control

Challenges

▪ Listening




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Understanding Personalities: Getting to know others Encountering the Owl

▪ Show you’re logical, accurate, knowledgeable, and open-minded

▪ Since analyzers tend to anticipate others, to oversell themselves, or to oversell what they can/will do, be specific - don’t oversell yourself

▪ Promise only what you can deliver ▪ Define individual responsibilities clearly and in writing


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Understanding Personalities: Getting to know others Encountering the Owl

Cause of tension

▪ Being Wrong

Challenges

▪ Taking / Maintaining a Position




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Understanding Personalities: Getting to know others Encountering the Monkey

▪ Support their ideas and intentions ▪ Take time for relating, socializing ▪ Explore stimulating ideas from multiple perspectives ▪ Seek their opinions and ideas on people ▪ If you agree, work out specific details


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Understanding Personalities: Getting to know others Encountering the Monkey

Cause of tension

▪ Disapproval / Rejection

Challenges

▪ Maintaining Focus




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Understanding Personalities: Getting to know others Video – Brain science of communication

TEDx video – brain science of communication


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Understanding Personalities: Getting to know others Video – Brain science of communication

// video

Facilitator’s Note: Play video.

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Understanding Personalities: Getting to know others Video – Brain science of communication: Discussion

What did you think? Do you think it is important to understand your own communication style and the communication styles of others? How does the speaker’s analogy of colors align with the Panda –Tiger-Owl-Monkey quadrants?

“?” What did you think?

Do you think it is important to understand your own communication style and the communication styles of others? How does the speaker’s analogy of colors align with the Panda –Tiger-Owl-Monkey quadrants?

Facilitator’s Note: Promote a class discussion about the video.

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DAY FIVE 3/3

Facilitator’s Note: This section of the day takes a slightly different direction than the man course content and your soft skills discussion with your class. This section focuses on SMART goals and how your students should think about their performance within the organization and how they will be coached to meet the expectations of their job roles.

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LESSON 05 | SMART Goals


Work SMARTer, not harder. Let’s examine why SMART goals are practiced by all business leaders and motivational speakers.

Facilitator’s Note: Frame this section in terms of helping your students rather than judging your students. Stress that supervisors, coaches and QAs are there to help them achieve their goals within the organization and to excel in their careers. Direct your class to the participant workbook.


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SMART Goals: Near-term goals for long-term success Keep it Specific: Identify a specific objective

A near-term goal should represent a defined end point or target within a larger objective or aspiration.

BUSINESS EXAMPLE

“I will make sure I have over a 95% Quality Score this month.”

PERSONAL EXAMPLE

“I will lose 10 pounds by [specific date].”

“?” In your own words, what does it mean to have a specific goal?

Can you think of a business example of a specific goal? Can you think of a personal example of a specific goal? Why do you think it is important to set specific goals?

Facilitator’s Note: Promote a class discussion about this content. Students should write down their own examples and take notes on the examples share in class.


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SMART Goals: Near-term goals for long-term success Is it Measurable: Develop a basis for gauging success

Your goal must be measurable in a quantitative way. Setting a goal without first understanding how to evaluate success almost certainly guarantees failure.

BUSINESS EXAMPLE

“I will check at the end of every week with my manager to see what my Quality Score is for the week.”

PERSONAL EXAMPLE

“I will weigh myself every other day at home and keep track of my progress on my phone.”

“?” In your own words, what does it mean to measure progress or achievement?

Can you think of a business example of a method to measure progress or achievement? Can you think of a personal example of a method to measure progress or achievement? Why do you think it is important to have a method to measure progress or achievement?



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SMART Goals: Near-term goals for long-term success Is it Achievable: Smart goals must be realistic

Can the goal be achieved? Is it realistic? Your leadership team will help you determine what is achievable.

If in doubt start with conservative targets.

BUSINESS EXAMPLE

“I will check at the end of every week with my manager to see what my Quality Score is for the week.”

PERSONAL EXAMPLE

“I will make salads for lunches at home, not have chocolate (except on Fridays) and I will start walking 2 miles with my friends during lunch every day it’s not raining.”

“?” In your own words, what does it mean to have an achievable goal?

Can you think of a business example of an achievable goal? Can you think of a personal example of an achievable goal? Why do you think it is important to have an achievable goal?



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SMART Goals: Near-term goals for long-term success Is it Relevant: Make goals fit into a larger agenda

Is this goal truly necessary and in line with my broader business or personal goals?

How will this SMART goal help move me closer to my overall objective or aspiration?

BUSINESS EXAMPLE

“If I have over 95% Quality Score every month for 6 months, I have a better chance of showing my capacity to accept more responsibility at DreamCSX.”

PERSONAL EXAMPLE

“Losing 10 pounds will make me feel better and I wont have to spend money on a new outfit for a wedding I have to attend next month.”

“?” In your own words, what does it mean to have a relevant goal?

Can you think of a business example of short-term goals relevant to a long-term goal? Can you think of a personal example of short-term goals relevant to a long-term goal? Why do you think it is important to have a relevant goal?



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SMART Goals: Near-term goals for long-term success Is it Time-Bound: Smart goals should include a timeframe

This attribute is closely related to the measurable aspect of the goal.

The goal must be measurable over a given period of time. It can’t be open ended.

BUSINESS EXAMPLE

“I will check with my Team Manager every Wednesday at 11:00 AM for the latest QA scores from last week and if I’m below 95% on any call, I will ask my manager to review it with me as soon as possible.”

PERSONAL EXAMPLE

“I need to have 10 pounds gone within 5 weeks because that’s when the wedding is. If I don’t have the weight gone within 4 weeks, I need to buy a new outfit for the wedding.”

“?” In your own words, what does it mean to have a timeframe for a goal?

Can you think of a business example of a goal timeframe? Can you think of a personal example of a goal timeframe? Why do you think it is important to have a timeframe for a goal?



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Facilitator’s Note: Answer any questions your class may have from today’s training. If you do not know the answer, write the question on a “parking lot.” Share the answer to these questions with the class as they enter production.

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