Part Time Customer Experience Training Guide
Casey
Created on September 5, 2024
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Transcript
Customer Experience Onboarding Guide
A digital guide to your onboarding journey. Use this guide to see your training schedule and get links to key resources.
start
06
FAQ
01
Sessions 1-5
02
Sessions 6-10
03
Sessions 11-15
04
Sessions 16+
05
Resources
Table of Contents
S3
Schedule + Objectives
S4
Schedule + Objectives
S5
Schedule + Objectives
S2
Schedule + Objectives
S1
Schedule + Objectives
Sessions 1-5
The first 5 sessions are centered on getting acclimated to Basys and your general role information. You will also learn basics of some of our main websites we use.
Intro to Basys
HR Training
All Users Start Here
Manager Meeting
Session 1
Review Notes/Study
Intro to Partners + Merchants
World Class Service
Check in with CX
Intro to the role
Session 2
Review Notes/Study
Intro to Basys Systems
Equipment 101 +201
Shadow calls
Intro to Fiserv + TSYS
Session 3
Authorized Contact Procedure
Sugar 201 + 301
Receiving + Logging Calls
Sugar 101
Check In
Session 4
Lead Check In
Review Notes/Study
POSM 101, 201, 301
Meet Business Track
Session 5
S9
Schedule+ Objectives
S8
Schedule+ Objectives
S6
Schedule+ Objectives
S7
Schedule+ Objectives
S10
Schedule+ Objectives
Sessions 6-10
The next 5 sessions are centered on learning more indepth information about a terminal called FD150's + all the back end sites associated. You'll learn about key systems like Zen Desk, Pax, Basys IQ, iQPro, and iQPro+.
FD 150 Deep Dive
Review Notes/Study + Zen Desk
Pax Store + Sound Payments 101
Equipment Quotes
Check in with CX
Session 6
Review Notes/Study + Zen Desk
Batches 101, 201, 301 + 401
Zen Desk
Check in with CX
Session 7
Transaction 101 + 201
Review Notes/ Study + Zen Desk
Intro to Dynamic 365
Business Track 101
Check in w/ CX Rep
Access One 101
Session 8
Access One 201
Review Notes/ Study + Zen Desk
Business Track 201
Check In
Session 9
Lead Check In
Review Notes/Study
Basys iQ 101, iQPro 101, iQPro+ 101
Session 10
S11
Schedule + Objectives
S12
Schedule + Objectives
S13
Schedule + Objectives
S14+15
Schedule + Objectives
Sessions 11-15
The next 5 sessions are centered on finishing up our key systems like Clover and TSYS. Then, you will be begin listeninging to call recordings, writing out scripts for what you would do, and observing calls.
Clover 101 + 201
Review Notes/Study + Zen Desk
Most Common Calls
Check in with CX
Session 11
Review Notes/Study + Zen Desk
TSYS/Translink 101
Call listening
Call Listening
- ADD INSTRUCTIONS
Check in with CX
Session 12
Call listening + script the solutions
Review Notes/ Study + Zen Desk
Call Scripting
- ADD INSTRUCTIONS
Check in w/ CX Rep
Session 13
Review Notes/ Study + Zen Desk
Design Sugar Dashboard
Shadowing Calls
Shadowing Calls
- INSERT DIRECTIONS
Session 14+15
Call Observations
- Create a Teams call.
- Share your audio and video.
- Take calls and afterwards use the Teams to reflect.
Sessions 16+
The last sessions are observation and calls! They are almost fully trained.
HOLD
ADD
Zen Desk Help ADD LINK
CX Call Processes Doc
ADD
Resources
Click the + to see the answers
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Share your idea with an image
FAQ
Here youcan put astandout title
Write a great headline
Share your idea with an image
Describe the problem you are going to solve and, above all, the reason why your idea is interesting
why
creativity
We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.
Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.
Share your idea with an image
dynamic
We capture visual content better. Visual content is associated with cognitive and psychological mechanisms. Things come in through the eyes, the first image is what counts. We associate visual content with emotions.
Visual content is a transversal, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.
Here youcan put astandout title
ingenuity
Interactivity and animation can be your best allies when creating tables, infographics, or charts that help provide context to the information and simplify the data for your audience.
We are visual beings and it is easier for us to 'read' images than to read written text.
Describe the problem you are going to solve and, above all, the reason why your idea is interesting
creativity
We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.
Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.
Share your idea with an image
visual
Our brain is prepared to consume visual content. Some data: 90% of the information we process comes to us through sight, and we process visual content up to 60,000 times fasterthan text.
Take advantage of our resource bank or upload your own visual elements to enhance the storytelling of your creation.
Write a great headline
creativity
We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.
Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.