LANGUAGE TRAINING

PERFORMANCE MANAGEMENT GUIDELINES

• OBJECTIVES:

three levels: language training product training - 80% (retakes are only allowed once) nesting - 80% per evaluation (choose 2 good calls) (retake are only allowed if only one evaluation fail - extended nesting)

late - under 60 minutes - first warning

second late -final warning

HOW TO PASS: Assessments - (once/last day language training)

• scores will be given by the trainer. (ALL ABOUT CORRECTION AND DETERMINATON)

Voice Assessment

3.5 - Pronunciation (how you pronounce words)

3.5 - Language and Lexical Accuracy (use of vocabulary/grammar)

4.0 - Interactivity (how you will handle the call "are you leading the call?)

4.0 - Discourse (rapport/empathy)

ONLY RETAKE:

if score is lacking 0.5

COINSTAR

Story and timeline: (past to present)

Jens Molbak - Founder and CEO, Coinstar - "There must be a better way."

Standford University - Europe (school dorms)

• he was staring at a jar of coins and he was thinking how to turn/convert that jar of coins to cash.

coinstar - green and white (signature color)

logo: five green circles (like flower)

in Europe it is not called a machine but a - KIOSK

1992 - first installation of the machine

Machine is in US AND UK

TIMELINE:

1991: The start of creation of coinstars

1992: first kiosk machine in San Francisco USA

1996 - 1000TH KIOSK INSTALLED

1997 - Publicly traded in NASDAQ (National Association of Securities Dealers Automated Quotation)

1998 - coinstars expand in Canada

1999 - Coinstar is now in the UK 5000TH KIOSK installed.

2002 - installed 10,000th kiosk

2008 - expands to Ireland (still part of Europe)

2012 - 20,000th kiosk installed

2013 - we celebrate the one-billionth transaction.

2016 - coinstar expands into Western Europe. Now privately owned coinstar, LLC. EX: UK Slovakia Poland Wales Scotland Spain (difference in culture and tradition)

British tradition - cash is important for them. They put coins in jars or coins.

part of their habit is collecting coins.

small amounts still matter for them.

KIOSKs - are usually placed in stores where people do their shopping.

CUSTOMERS: (All parts of Europe)

EMEA - Europe, Middle East, and Africa

NCSA - North Central South America

NORAM - North AMERICA BEING CANADA,UNITED STATES OF AMERICA AND MEXICO

NA - North America (canada and USA)

LATAM / LAC - Latin America and Carribean

JAPAC - Asia and Pacific and JAPAN

UK AND IRELAND (focus) British and Irish culture

IRELAND:

32 Countries

6 COLLECTIVELY UK

IRELAND USED TO BE PART OF UK BEFORE.

1992 GAINED INDEPENDENCE

CULTURE

• mostly commonly referred to The Land of Saints and Scholars (The Emerald) - referring to the green landscape.

• Saint Patrick's Day (March 17) /also his death

• bringing Christianity to Ireland.

• held in towns in Ireland

• people wear a plant shamrock (four leaf clover)

• Saint patrick used the three leaves of shamrock to explain the CHRISITIAN TRINITY

St. Stephen's Day -December 26

• Believed to be the first Christian Martyr. 750CA

IRISH PUB:

• Irish people love their beer!

• pub culture

• Pub - public house / bar

• since 2004 - it has been illegal to smoke within enclosed space like pubs

• Irish people has a reputation of being friendly.

• not very particular on time.

• Irish ppl are very polite

• they call it shop/not store

• SPORTS: Hurling (baseball, hockey, and football)

queue = line

British CULTURE:

BRIISH Poland England Wales Scotland Northern Ireland

• get used to small spaces (most houses are made of "tabla"

• go to the pub (pint of beer)

• be polite

• get used to the driving (steering wheel on the right)

• accept the jokes

• get used to the language and enjoy diversity. (many Polish people (construction worker)

• experience the antiquity

EAR STATEMENTS - Empathy, Acknowledgement, and Reassurance statements.

EMEA CULTURAL CONVERGENCE (UK AND IRELAND)

CULTURAL CONVERGENCE: (SIMILARITIES)

• creates mutual understanding
• cultural diversity
• cultural perspective - is philosophy (source of racism/stereotypes)

youth value over age or vice versa (job experiences)

UK VS. IRELAND Northern Ireland is still part of UK

time keeping - Ireland (not that particular on time) UK (very strict on time)

religion - Ireland (Christianity) UK (polytheistic but majority CHRISTIANITY)

beer - Ireland ( had been influenced by immigrants) UK (tea consumers 1.9 kg)

SPORTS - Ireland (Hurling/played for 3,000 years) UK (CRICKETS)

HOW IT WORKS:

• go to any coinstar kisok

• click "cash"

• always mention there is a 11.9% fee for the transaction.

• make sure the coin is clean

• add the coins to the tray

• lift the tray

• guide the coins to the slots

• keep receipt for record

Here's how to get cash Step 1. At the kiosk, pick the cash option. An 11.9% fee applies. Fee may vary by location. Step 2. Remove dirt, debris and other objects from coins. Add coins to the tray. Lift the handle and guide coins into the slot. Step 3. When the kiosk is done counting, you’ll receive a receipt. Donations are tax deductible, so keep the receipt for your records.

Here's how to get an eGift Card Step 1. At the kiosk, pick the eGift Card you want. The selection of eGift Cards varies depending on location of the kiosk. Step 2. Remove dirt, debris and other objects from coins. Add coins to the tray. Lift the handle and guide coins into the slot. Step 3. When the kiosk is done counting, you’ll receive a receipt. Donations are tax deductible, so keep the receipt for your records.

Here's how to donate to charity Step 1. At the kiosk, pick the charity you want. The selection of charities varies depending on location of the kiosk. Step 2. Remove dirt, debris and other objects from coins. Add coins to the tray. Lift the handle and guide coins into the slot. Step 3. When the kiosk is done counting, you’ll receive a receipt. Donations are tax deductible, so keep the receipt for your records.