?? Part Time Customer Experience Training Guide

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

Table of Contents

04

01

Sessions 16+

Sessions 1-5

05

02

Resources

Sessions 6-10

06

03

FAQ

Sessions 11-15

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.

S1

S3

Schedule + Objectives

Schedule + Objectives

S2

S4

Schedule + Objectives

Schedule + Objectives

S5

Schedule + Objectives

Session 1

HR Training

All Users Start Here

Intro to Basys + Basys 101

Manager Meeting

Session 2

Intro to the role

World Class Service

Intro to Partners + Merchants

Review Notes/Study

Check in with CX

L+D Check In

Session 3

Intro to Fiserv + TSYS

Equipment 101 +201

Intro to Basys Systems

Review Notes/Study

Shadow calls

Session 4

Sugar 101

Receiving + Logging Calls

Sugar 201 + 301

Authorized Contact Procedure

Check In

Session 5

Meet Business Track

POSM 101, 201, 301

Review Notes/Study

Lead Check In

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+.

S6

S8

Schedule+ Objectives

Schedule+ Objectives

S9

S7

Schedule+ Objectives

Schedule+ Objectives

S10

Schedule+ Objectives

Session 6

Equipment Quotes

Pax Store + Sound Payments 101

FD 150 Deep Dive

Review Notes/Study + Zen Desk

Check in with CX

Session 7

Zen Desk

Batches 101, 201, 301 + 401

Review Notes/Study + Zen Desk

Check in with CX

Session 8

Access One 101

Business Track 101

Transaction 101 + 201

Intro to Dynamic 365

Review Notes/ Study + Zen Desk

Check in w/ CX Rep

Session 9

Business Track 201

Access One 201

Review Notes/ Study + Zen Desk

Check In

Session 10

Basys iQ 101, iQPro 101, iQPro+ 101

Review Notes/Study

Lead Check In

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.

S11

S13

Schedule + Objectives

Schedule + Objectives

S14+15

S12

Schedule + Objectives

Schedule + Objectives

Session 11

Most Common Calls

Clover 101 + 201

Review Notes/Study + Zen Desk

Check in with CX

Session 12

Call Listening

• ADD INSTRUCTIONS

TSYS/Translink 101

Call listening

Review Notes/Study + Zen Desk

Check in with CX

Session 13

Call Scripting

• ADD INSTRUCTIONS

Call listening + script the solutions

Review Notes/ Study + Zen Desk

Check in w/ CX Rep

Session 14+15

Shadowing Calls

• INSERT DIRECTIONS

Design Sugar Dashboard

Shadowing Calls

Review Notes/ Study + Zen Desk

Sessions 16+

The last sessions are observation and calls! They are almost fully trained.

Call Observations

• Create a Teams call.
• Share your audio and video.
• Take calls and afterwards use the Teams to reflect.

CX Call Processes Doc

ADD

Resources

ADD

Zen Desk Help ADD LINK

HOLD

why

Share your idea with an image

Here youcan put astandout title

Share your idea with an image

Write a great headline

FAQ

Share your idea with an image

Click the + to see the answers

Describe the problem you are going to solve and, above all, the reason why your idea is interesting

creativity

Share your idea with an image

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.

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.

Here youcan put astandout title

dynamic

Visual content is a transversal, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

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.

ingenuity

Describe the problem you are going to solve and, above all, the reason why your idea is interesting

We are visual beings and it is easier for us to 'read' images than to read written text.

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.

creativity

Share your idea with an image

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.

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

Write a great headline

Take advantage of our resource bank or upload your own visual elements to enhance the storytelling of your creation.

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.

creativity

Share your idea with an image

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.

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.