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Satisfaction, Ownership, Accuracy, Resolution (SOAR) Lesson Plan

About This Lesson:

Subject matter: Effective conversations with customers.

Key vocabulary:
Call Guidance talking points
Call scoring sheet

Goals / Aims

1.Increase customer satisfaction by 10%

Objectives

-Describe your understanding of the SOAR to success quality program to other course participants in open discussion
-Demonstrate how to respond professionally to an abusive customer by completing an exercise scenario
-Demonstrate use of the call guidance talking points by obtaining a passing score during QA review of a customer contact within 30 days of course completion
-Demonstrate the elements of Learning, Listening and Educating using the call scripts and confirmed by QA review of a customer contact within 30 days of course completion
-Demonstrate proper Closing and Summary techniques during a call by using defined scripts and obtaining a passing score during QA review of a customer contact within 30 days of course completion

Materials and Aids

Facilitator guide
Participant guide
PPT presentation
Call guidance talking points
Call scoring sheets
Recorded calls
Access to virtual classroom via Microsoft live meeting

Procedures/Methods

A. Introduction-

You control an opportunity to increase your pay by 10% just by doing what you do now...want to know how?

B. Development-

-Demonstrate use of the call guidance talking points
-Describe the SOAR to success HPS quality program
-Understand soft skills and how to incorporate in conversations
-Define "We Serve Customers, Not Loans"
-Explain The Dimensions of Service
-Understand the importance of valuing our customers
-Understand the elements of Call Structure
-Demonstrate the elements of Learning, Listening and Educating
-Demonstrate active listening, paraphrasing and techniques for building a strong rapport with our customer
-Demonstrate control of tone, volume, and pace of a call in order to provide a positive overall experience for the customer
-Demonstrate how to use alternative word choices to influence the direction and outcome of the call
-Demonstrate how to focus the conversation on what "CAN" be done as opposed to what "can't."
-Demonstrate how to effectively de-escalate an escalated call and the importance of understanding why or when a call may need to be further escalated
-Demonstrate the "art of no strategies"
-Demonstrate proper Closing and Summary techniques
-Demonstrate how to respond professionally to an abusive customer

C. Practice

1.Review the criteria for the SOAR to Success Quality Program with participants and the Indigo Scoring Sheet
2.Break into smaller teams
3.Listen to call and rate as small group using the SOAR checklist
4.Debrief call and team ratings
5.Listen to 2nd call and rate as small group using SOAR checklist
6.Debrief call and team ratings
7.Listen to call 3 and rate as a small group using SOAR checklist
8.Present call scenarios to team members. Team participants into groups of 3 (customer/team member/coach) and have them role play scenario gaining feedback from coach

D. Independent Practice-

Provide participants with sample calls and have them grade the calls using the SOAR score sheet. Provide the QA score and explanations for comparison of actual calls (redacted or recreated to protect the privacy of the team member and customer)

E. Accommodations (Differentiated Instruction)-

Material will be adapted to meet standards of application for the position description from HR.

F. Checking for understanding

- Checks for understanding using the scoring sheet to score recorded calls as a team and as individuals
- Level 1 evaluation to determine feedback from participants of overall course design

G. Closure

Review course goals: 1.Increase customer satisfaction by 10%
Review manner in which they may control increase in their compensation by helping reach those business goals.

Evaluation

-Demonstrate use of the call guidance talking points by obtaining a passing score during QA review of a customer contact within 30 days of course completion
-Demonstrate the elements of Learning, Listening and Educating using the call scripts and confirmed by QA review of a customer contact within 30 days of course completion
-Demonstrate proper Closing and Summary techniques during a call by using defined scripts and obtaining a passing score during QA review of a customer contact within 30 days of course completion

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