Introduction to Training

1. Introduction to Training

2. Objectives After completion of this training module you will be able to: • Describe classroom expectations. • Log in and access my.convergys.com. • Log in and access courses on the PDC. • Access eSTART and record time. • Navigate the facilities.

3. Our Brands Jarden Consumer Solutions is a wholly owned subsidiary of Jarden Corporation. Our well-known brands include: http://www.jarden.com/ http://www.jardencs.com/ Red = supported by this call center

4. Introductions Icebreaker Select a color

5. Introductions Icebreaker COLOR KEY • BLUE - What are your hobbies? • RED - Favorite TV shows? • ORANGE- Favorite movies? • GREEN - Favorite vacation spot you have visited? • BLACK - Favorite vacation spot you dream about? • PINK - If you were an animal, what kind would you be? Hello my name is _____. I was born (location). I chose the color _____.

6. Ground Rules • Attend each day, start and end class on time: Class starts promptly at ___. We will not repeat any information for those who are late. • Participate actively. • Ask questions: You do me a favor when you ask questions. For every person that asks a question, there are usually two or three people with the same question who may be too embarrassed to ask. So, if you have any questions regarding content or need help with your computer, please let me know. • Respect others and maintain professional behaviors: This is especially true when on the production floor shadowing other agents. • Ask for help or clarification when needed: Simply raise your hand or ask your question if there is a pause. • Receive feedback constructively: We are here to help you improve.

7. Training Agenda Day 1 • Welcome – Icebreaker • mycvg/PDC • eSTART • Jarden websites • Introduction to Knowledgebase and Siebel • Customer service • The Proper Opening: e-learning • Phone training • A Day in the Life of a Jarden associate • Listening to actual calls in class • Effective Listening Skills: e-learning

8. Training Agenda • Knowledgebase • Searching effectively • Finding answers • Reviewing My Stuff • Saving queries • Using Knowledgebase in a call • Troubleshooting overview • Accessing instruction manuals • Anatomy of a Product: • Features • Benefits • Accessories • Building Rapport: e-learning Day 2

9. Training Agenda • Siebel • Logging in / out • The Siebel screen • The Siebel tool bar • The Siebel view bar • Searching for a contact • Entering consumer information • Changing contact information • Introduction to sales • Sales Is a Part of Customer Service: e-learning Day 3

10. Training Agenda Day 4 • Reviewing Quality Audit Form • Reviewing metrics /APF • Listening to calls • Handling difficult callers • Showing empathy • Learning Effective Transition Statements: e-learning • Shadowing agents • Shadowing debrief

11. Training Agenda Day 5 • Documenting a service call • Learning account details • Applying the FAB Approachto Selling: e-learning • Developing verbatim and listening skills • Creating orders • Documenting activities when on a call • Requesting a postage paid shipping label • Performing role-plays

12. Training Agenda Day 6 • Overcoming Objections Overview:e-learning • Shadowing agents • Shadowing debrief • Closing overview: e-learning • Preparing for final exam • Handing out logins • Listening to calls / grading

13. Training Agenda Day 7 • Final exam • Navigation shadowing • Review of final exam • More navigation shadowing

14. Agent Timekeeping Exercise • Return to the Welcome to eSTART page from which you launched the presentation. Click the link entitled Agent Timekeeping Practice Exercise. • Completion of this exercise is a mandatory component of the training. • Your instructor will give you your practice login and password. Do not use your real login for this exercise. • If you do not yet have a login to access the PDC, this exercise will be completed at a later time in the course.

15. Objectives Review After completion of this training module you will be able to: • Describe classroom expectations. • Log in and access my.convergys.com. • Log in and access courses on the PDC. • Access eSTART and record time. • Navigate the facilities.