Page ID: Course Menu Audio text: Welcome to the Metso Service Desk Customer Service training. In this first module, you will be introduced to the three steps for the standard customer greeting here at the Metso IT Service Desk. Module 1 Section 1 Screen 1: Introduction Image description: Best Practices ImageImage filename: metsologo.com, avatar.jpg Text on screen: Customer Service Learning Course, Best Practices for Customer Interactions, Module 1: Standard Customer Greeting Animation/Interaction: Continue Button, Go to Scenario Button Notes:

Page ID: Course Menu Audio text: The customer greeting is essential and one of six fundamental guidelines you will be expected to incorporate into your daily routine. Customer greetings are the first step in establishing a positive relationship with the customer. It conveys an immediate message about how you will go about resolving their issues. Image description: Rationale WebImage filename: rationaleweb.jpg Text on screen: Why? Animation/Interaction: Continue Button, Go to Scenario Button Notes: Module 1 Section 1 Screen 2: Instruction Standard Customer Greeting Consistency Sets the tone Builds Rapport Positive Impression

Page ID: Course Menu Audio text: There are three steps for you to remember as you initiate customer contact. The first is to answer the phone quickly, the second is to use the standard greeting here at Metso, and the third is to establish who is calling and gather important information by asking some basic questions at the beginning of a call. Click on the each step to learn more about what is expected of you here at Metso. Image description: Three step flow chartImage filename: 3stepflowchart.jpg Text on screen: 3 Steps to Customer Greetings Animation/Interaction: Continue Button, Go to Scenario Button Notes: Module 1 Section 1 Screen 3: Instruction Step One Answer Quickly Step Two Use A Consistent, Cheerful Greeting Step Three Establish who is calling and gather important information

Page ID: Course Menu Audio text: When greeting customers, it is not only what you say, but how you say it that matters. Our greeting at the service desk is here. Listen to each greeting here and then determine the best tone of voice. Notice how the organization is identified and how you should identify yourself. Image description: Step 2 Label,Image filename: Text on screen: Greeting - Animation/Interaction: Three audio files of the same greeting; student will be able to select ideal greeting; Continue Button, Go to Scenario Button Notes: Module 1 Section 1 Screen 5: Instruction Step Two Use A Consistent, Cheerful Greeting

Page ID: Course Menu Audio text: After using the standard, cheerful greeting you will need to establish who the customer is and what they need from the service desk. Completing this final step allows you to gain control of the call and provide an unhappy customer with time to cool down. It will also allow you to begin the documentation and troubleshooting process. Image description: Step 3 Label, Info ChartImage filename: Text on screen: Animation/Interaction: Continue Button, Go to Scenario Button Notes: Module 1 Section 1 Screen 6: Instruction Step Three Establish who is calling and gather important information Begin with a close-ended question – What is your first and last name? Ask how you may be of assistance? This will give you a general idea of the problem at hand. Remember to gather information in the sequence in which it appears on the screen.

Page ID: Course Menu Audio text: In the next portion of this module, you will have an opportunity to practice the standard customer greeting. Before beginning you can review any of the previous sections. When you are ready to begin, press the start button. Module 1 Section 1 Screen 8: Intro to Scenario Image description: Links to the main section, start buttonImage filename: Text on screen: Animation/Interaction: Links to previous sections; start scenario button Notes:

Scenario Flow Chart: Practice 1, Customer Greeting Audio: Phone Ringing Text: Your phone is ringing. What do you do? C1: Let the call roll back to the queue. --Try Again. Now the customer must wait for the next representative even though you were available. C2: Answer the call quickly. --- Move on to next part of call. C3: Check the queue, then answer the call. --Try Again. If the phone is ringing then you are answering the next available call. Audio: Customer: Hello? Text You’ve answered the call quickly. How do you respond? C1: Hello, welcome to Metso North America. How may I assist you today? – Audio: Do I have the help desk? Try Again. You have neither established the callers identity nor the facility they have reached. When providing a service it is always better to provide more information then less. C2: Hello, thank you for calling the Metso IT service desk. My name is John. How may I assist you today? Greeting version 2 - Audio: Well, its me again. Try Again. If you do not collect the callers information then you will be unable to enter them into the system. C3: Hello, thank you for calling the Metso IT service desk. My name is John. May I have your first and last name please? – Move on to next part of call. Audio: Customer: My name is Scott Smith. I’m having a lot of problems with my computer today. Text You’ve gotten the customer’s name. What’s next? C1: Hey John, good to talk to you. Long time no talk, how have you been?– Try Again. Your question should solicit information from the customer. C2: Hello, can you tell me what you did recently to the machine so that I may fix it for you?- Try Again. _ C3: I am sorry to hear that the machine is giving you some troubles, can you please describe the nature of the problem. – Move on t next part of call. Text: You’ve completed the three steps to a successful customer greeting by answering quickly, using the Metso IT Service Desk standard greeting, and establishing who is calling while initiating the information gathering phase of the call.