1. 1
Storyboard Presentation
Customer Treatment
Pam Davis
AET/545
April 15, 2013
Kate Wyatt

2. 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

3. 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
Goal
To 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.

4. Notes:
performance
objectives describe
the level of
performance the
employee is expected
to 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.

5. 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 service
Answer call in a
reasonable time
Listen
Accurate, prompt
solutions
Keep our promises
Respect

6. 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 Department
Training them well
Call Center Management
Providing a productive work
atmosphere
Quality Monitors_
Monitoring the quality and
the quantity of our work

7. 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?

8. 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?

9. 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

10. 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

11. 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