xyz new telephone experience

XYZ Credit Union – Training & Development TeamCurriculum Design

TRAINING OVERVIEW

Creation date: 5/18/2010 Training No TT0107

Training Title: XYZ New Telephone Experience Training

Total Hours: 8 hours

Training Description:

The purpose of this training is to give all XYZ employees the tools and techniques needed to provide an improved and consistent telephone experience for our members and employees, as well gain the skills needed to successfully support our members through the changes in our telephone system.

Training Pre-requisite(s):

Completion of Adapt’s technical use of the Presence Telephone System.

Learning Outcomes: Trainees will…

Identify the emotion one may experience at each phase of the change process, and will summarize techniques to manage the emotion.

Recognize the value of ensuring all members and employee’s telephone experience aligns with XYZ standards.

Modify their personal telephone practices to match XYZ ’s organization-wide telephone standards.

Use a rubric to rate and analyze their basic communications skills and style.

Demonstrate professional phone skills at exemplary levels.

Write FAQs to assist with member education of our new telephone system.

Length of Training/Suggesting Training Schedule:

Program is designed for a full one-day training, 8:30 am – 4:30 pm, with one 30-minute continental breakfast, two 15-minute breaks and a 30-minute lunch break.

Format/Methodology:

This workshop format will consist of interactive discussions, small group activities, lectures, case studies, and self-assessments.

Audience:

All XYZ Credit Union employees. Suggested group size is 20-40 participants.

TRAINING INSTRUCTIONAL UNITS

# Title & Duration Objectives / Learning Points Instructional Methods & Resources Learning Outcomes

1 Change – An Opportunity for Strategic Growth (1.5 hours)

Listen to pre-recorded audio clips of XYZ ’s organizations leader’s viewpoint on change.

Discuss the risks and benefits of change.

Discuss the factors motivating the New Telephone Experience change.

List how this change will affect members and employees immediately and in the future.

Discuss the 8 phases of the change process.

Gain emotional buy-in to strategically facilitate this change.

Introductory Exercise

Methods: (1) Use pre-recorded audio clips as listening & discussion tool. (2) Lecture. (3) Small group discussions.

Resources: (1) Pre-recorded audio clips of XYZ ’s organization leaders expressing their personal attitude and beliefs about change (make available via on-demand podcast). (2) List of guided questions to create an association between management viewpoint and staff viewpoint. (3) Factors in Managing Complex Change chart.

After examining the Factors in Managing Complex Change chart, employees will identify the emotion one may experience at each of the eight phases of the change process, and will summarize techniques to manage that emotion.

2 Communicating as One (1 hour)

List XYZ ’s standards for member satisfaction and employee satisfaction.

Identify specific actions associated with telephone experiences that would support these standards.

Identify specific actions associated with telephone experiences that may compromise these standards.

Discuss connection between member/employee satisfaction standards and telephone experiences.

Examine and discuss current XYZ Call Center telephone standards in relation to member/employee satisfaction standards.

Compare and contrast ones personal telephone practices to XYZ Call Center telephone standards and identify ways to align ones practices with these standards.

Assess the value of ensuring that all members/employee’s telephone experience with any XYZ employee meets or exceeds these standards.

Method: (1) Small group discussions and report-outs. (2) Lecture. (3) Self-assessment.

Resources: (1) XYZ Call Center telephone standards. (2) List of guided discussion questions. (3) Self-assessment/rubric

After recognizing the value of the telephone experience, all employees will modify their telephone practices to match those of the XYZ Call Center.

XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker of 5


3 Professional Phone Skills (2.5 hours)

Discuss and assess ones basic communications skills.

Describe the procedures for answering, transferring, and screening internal and external phone calls.

Define and discuss best practices for performing a warm-transfer.

Discuss the effective and expected use of voice mail.

Discuss tips for: managing angry callers. projecting a professional image. building a rapport with every customer.

Demonstrate how to project warmth through tone of voice and by using specific key words.

Identify words that show responsiveness and gain member confidence.

Discuss how to recognize a member’s personality and how to adapt to it.

Develop effective listening and questioning techniques.

Methods: (1) Lecture. (2) Individual work. (3) Small group discussion with guided questions and report-outs. (4) Relevant problematic case studies and report-outs.

Resources: (1) Communications Skills rubric. (2) Self-prep questions, video tutorial, and post-video discussion questions. (3) Case studies and role-play scenarios. (4) Evaluation form.

Given a telephone skills performance evaluation form and a role-play scenario, all employees will demonstrate professional phone skills at exemplary levels.



4 Our Member’s Experience (45 min)

Anticipate how members may respond to the change in phone options.

Develop a plan for educating members about the change to their telephone experience before, during and after the transition.

List methods for responding to member’s frustration with change in telephone options.

Methods: (1) Small group brainstorming. Small group discussion with guided questions and report-outs.

Resources: (1) Anticipated Comment & Response form. (2) Jumbo post-it flip chart

Applying lessons learned about managing change, unifying telephone practices, and demonstrating professional phone skills, all employees will write FAQs to be included in our Member Education New Telephone Training.

5 Using the New Phone System

Training Evaluations (45 min)

Rate one’s readiness to operate the new phone system.

List unanswered questions on using the new phone system.

Respond to other team member’s questions on new phone system.

Report remaining questions on the T&D New Telephone Experience Training survey.

Methods: (1) Individual assessment. (2) Pair work.

Resources: (1) Materials from vendor’s telephone training. (2) Technical Use of New Phone System – self-assessment survey. (3) T&D New Telephone Experience training survey.

Survey responses.

Training evaluation.


OTHER TRAINING CONSIDERATIONS

Suggested Training Agenda

8:30-9:00 am Continental breakfast

9:00-10:30 am Change – An Opportunity for Strategic Growth10:30-10:45 am BREAK10:45-11:45 am Communicating as One11:45-12:15 pm LUNCH12:15-2:45 pm Professional Phone Skills2:45-3:00 pm BREAK3:00-3:45 pm Our Member’s Experience3:45-4:30 pm Using The New Phone System & Training Evaluations

Instructional Materials and Aids

Trainee workbooks (3-ring binder) containing all materials, learning activities, rubrics, checklists… Pre-recorded audio clips loaded on laptop 1 Jumbo Post-it Flip Chart per table Phone Skills video DVD – Title TBA

Equipment List

Laptop LCD projector with a/v connection Projection screen Wireless / Hands-free microphone and a/v system

Facility and Room set up

Participants: Round tables (seating no more than 6 per table), water and glasses, small snack basket, pens, notepads, post-its, jumbo post-it flip chart, chart markers (black, red, blue, brown).

Trainer: 2 rectangle tables, table and outlets for LCD projector and laptop, Flip chart and easel, chart markers, water and glass.

Break table: Coffee, tea, water, and pastries.

Reference List

TBA