AET 545 storyboard review- Customer Treatment

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AET 545 storyboard review- Customer Treatment

  1. 1. 1Storyboard PresentationCustomer TreatmentPam DavisAET/545April 15, 2013Kate Wyatt
  2. 2. Notes:Target audience:The tutorial will befor call center phoneassociates.Graphic: picture ofphone associates atwork speaking tocustomers with asmile on their faces.The title of thetutorial is locatedmiddle of the pagewith Arial size 24font.Animation: NoText/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 fromthe phone associates they speak with. We want the phone associates to resolve the customer inquiries with one-stop solutions for our family ofcustomers”______________Title: Customer Treatment Scene: Title PageGraphics: Yes Audio: NoSlide number: 1Concept: IntroductionCUSTOMER TREATMENT
  3. 3. Notes:This slide isproviding the goal ofthe course. It willprovide theexpectation of thecourse.The font size is Arielfont 24You have back andnext arrow buttons.Animation: NoText/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 :GoalGraphics: No Audio: NoSlide number: 2Concept: GoalGoalTo provide friendly phone service to our customers byidentifying the goals of the call center, measuringcustomer satisfaction scores, and utilizing customerscripting with 100% accuracy while speaking with ourcustomers.
  4. 4. Notes:performanceobjectives describethe level ofperformance theemployee is expectedto achieve.There are back andnext arrow buttonsthe learners canutilize for thetutorial.The font is Ariel fontsize 24.The learners areexpected to read theobjectives and clicknext button.Animation: NoText/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 withless than 2% errors and utilize scripting on 100% of their calls. By meeting these objectives, the call center customer satisfaction ratings should increaseover the next 90 days.Title: Customer Treatment Scene :ObjectivesGraphics: Yes Audio: NoSlide number: 3Concept: UnderstandingObjectivesPerformance Based ObjectivesAt the completion of this course, the phone associates will be ableto identify the goals of the call center department with 100%accuracy.The phone associates will be to measure their customersatisfaction scores with less than 2% errors.The associates will utilize customer satisfaction scripting with100% accuracy while speaking with customers.
  5. 5. Notes:This slide is static.The learners canutilize the back andnext buttons.The font is Ariel;font size 24The graphic is a clipart of a professorAnimation: NoText/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 ourpromises.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 ofthe day.Title: Customer Treatment Scene : Performance ObjectiveGraphics: Yes Audio: YesSlide number: 4Concept: performance basedobjective #1What do we want for ourdepartment?Quality serviceAnswer call in areasonable timeListenAccurate, promptsolutionsKeep our promisesRespect
  6. 6. Notes:Graphic of callcenter environment.The learners canutilize the back andnext buttons.The font is Ariel;font size 24Audio: narratedfrom text below.Animation: NoText/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. Callcenter management will keep the associate motivated and continue to grow them for their position. The quality team will coach and mentor theassociates.Title: Customer Treatment Scene : Customer Service Department StrategyGraphics: Yes Audio: YesSlide number: 5Concept: Customer ServiceStrategyService Department StrategyStaffing________Hiring the best peopleTraining DepartmentTraining them wellCall Center ManagementProviding a productive workatmosphereQuality Monitors_Monitoring the quality andthe quantity of our work
  7. 7. Notes:The graphic used isstatic.Content font is Arial,24The learners canutilize the back andnext buttons.Audio: narratedfrom text below.This slide is to testthe associate’sretention ofinformation at thispoint in the course.Animation: NoText/Audio Narration:Answers to the questions:1. identifying the goals of the call centers, measuring customer satisfaction scores and utilizing customer scripting with 100% accuracy2. Quality service, answer call in a reasonable time, listen, accurate, prompt solutions, keep our promises and respect.Title: Customer Treatment Scene :Knowledge CheckpointGraphics: Yes Audio: NoSlide number: 6Concept: Quiz1.Name one of the goals for thecustomer treatment course?2.Provide three of the sixdepartmental goals for ourcustomers?
  8. 8. Notes:Content font isArial, 24The learners canutilize the back andnext buttons.Audio: narratedfrom text below.Sample questions ofwhat could appear ona survey.The graphic is anexample of acustomer survey.Animation: NoText/Audio Narration:It is seen as a key performance indicator within business . They focus employees’ on the importance of fulfilling customers’ expectations. It is essentialfor businesses to effectively manage customer satisfaction. To maintain consistency we are asking all phone associates to provide the same scriptswhile speaking with customers.Title: Customer Treatment Scene :Customer SatisfactionGraphics: Yes Audio: YesSlide number: 7Concept: Customer SatisfactionCustomer SatisfactionEver wonder what customers are saying?Did the customer service agent soundconfident?Was the agent helpful?Would you recommend this service tosomeone else?
  9. 9. Notes:Content font isArial, 24The learners canutilize the back andnext buttons.Audio: narratedfrom text below.The graphic isrepresentational ofmanagementcongratulating a jobwell done.Animation: Yes/NoText/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 inachieving business success. With Customer Service expectations continually rising, the wider community is becoming aware of the value and role thatCustomer Service plays in achieving business success.Title: Customer Treatment Scene : Recognition and AwardsGraphics: Yes Audio: NoSlide number: 8Concept: Recognition & AwardsAward and RecognitionIdeasStep Increase ProgramCustomer SatisfactionBonusQuarterly AwardsCeremonies
  10. 10. Notes:Content font isArial, 24The learners canutilize the back andnext buttons.Audio: narratedfrom text belowThis slide is asummation of whatrole the learnerscan play incustomertreatment/goodcustomer service.Animation: NoText/Audio Narration: Where do you fit into the BIG picture? Put in the time, concern, and thought needed to accomplish yourtasks; They will learn from your work ethic, your modeling, and your experience; Be a great example of how the company treatsits customers and how we should treat each other; The Team Manager is responsible for reacting to all issues; Do not isolateyour thinking to your team; Customer satisfaction is our number one priorityTitle: Customer Treatment Scene : ConclusionGraphics: Yes Audio: YesSlide number: 9Concept: Conclusion:Where do you fit into the BIG picture? Here are afew ways you can impact the BIG picture: Work Efficiently Build People Stay Close Accountability Think Globally
  11. 11. Notes:The learners willtake a ten question,multiple choiceassessment to gagetheir knowledge andcheck retention ofinformation. Theexpectation is a gradeof 90% +.Content font is Arial,24The learners canutilize the back andnext buttons.Audio: narratedfrom text belowAnimation: NoText/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 toanswer questions, they can click on the back buttons.Title: Customer Treatment Scene :AssessmentGraphics: No Audio: NoSlide number: 10Concept: Assessment

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