AET 545 storyboard review- Customer Treatment
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Transcript of AET 545 storyboard review- Customer Treatment
1
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