Welcome to Shiftsmart Topgolf
Training.
Class will begin momentarily. In the meantime:
1.) Please make sure to have you audio connected.
2.) Please make sure you have checked in for today’s training on the Shiftsmart app.
3.) You will stay muted for the entirety of this training. If your video is on, please keep it professional.
4.) No need to take pictures or screenshots of today’s training session you will be provided with a link to today's slide’s.
5.) Please make sure that you Zoom display name is your full name.
6.) Training quiz code will only be given at the end of the training. Please refrain from asking for the code.
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Welcome to the Topgolf Guest Care Agent Training
We will get started momentarily!
In the meantime, please remember to check in on the Shiftsmart
App:
1. Open the Shiftsmart Application on your phone
2. Select the Training from your home page under shifts and
check-in to this training
3. When training is complete, please remember to check out
4. You must complete your short quiz after this training
Topgolf Guest Care
Inbound Guest Care Agent Training
Role Overview: Guest Care Agent
The Scope of Duty
● You will answer inbound Topgolf guest calls using Five9
● We will handle Tier 1 or first level calls
● As a customer service agent, you will be a brand ambassador and representative for Topgolf
● You’ll provide relevant information to guests using provided resources
● Ensure guests are satisfied with our customer service
Although we are not physically at a Topgolf venue we still want to make sure we value all of our guests, have high
quality calls, and help them with everything they need. Most of the time, guests will call us before they go to the venue
so we are they’re first impression of how Topgolf operates.
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Today’s Agenda
1. Shiftsmart Overview
2. Get to Know Topgolf
3. What is Guest Care
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
7. Five9
❏ You must have the Shiftsmart Application on your phone.
❏ Google Chrome as your internet browser
❏ Google Account (Gmail) to access resource documents
❏ You must have a Mac or Windows computer and wired internet connection with a
USB headset (Chromebooks, iPads & tablets are not compatible for the software we
need you to use.)
❏ You must physically be in the United States to work on this project
❏ Internet Speeds of at least 20 mbps (no dial-up or wifi)
❏ Multiple computer Monitors (2) are highly suggested but not required
❏ If not done so you will need to complete Shiftsmarts background check (you will be
contacted by email if needed)
❏ Complete this training today including the quiz
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Requirements needed to start with Topgolf
DON’T FORGET TO CHECK IN ON THE
SHIFTSMART APP!
Today’s Training Attendance
● You must check in and out to move past training and
into paid shifts
● Open the shiftsmart application
● Select this shift from your home page and check in to
this training
● When training is complete, check out, take a short
quiz, and pick up your first Guest Care shift!
Topgolf Guest Care
Know the Topgolf Lingo
Definitions:
Venue - a Topgolf location consisting of multiple bays
Bay - a singular play station at a venue that holds 6-8 guests depending on if children are attending
Single Level Venue - Topgolf locations with only ground level bays
Multi Level Venue - Topgolf locations with 2-3 levels of bays on each level
Guest - Topgolf customers on the phone or at a venue
Associate - Any Topgolf representative in communication with a guest
Regular Reservation - the paid holding of a spot in line at a venue for a certain time (not a specific bay)
Events - the paid holding of a spot in line at a venue for a certain time that allows multiple bays side by side
Popular - a venue is busy (limited or very limited availability)
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Today’s Agenda
1. Shiftsmart Overview
○ Signing up for shifts and getting paid
2. Getting to know Topgolf
3. What is Guest Care
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
7. Five9
Signing up for upcoming shifts
● All of your shifts will be scheduled and managed in the Shiftsmart
App
● Shifts will become available to you days in advance, and you can
select them and add them to your schedule instantly
● Accept the shift to secure your spot 24 hours before in advance. If
not, your shift will be cancelled. If you need to cancel the shift, do so
in advance if your schedule changes
● The time slots are flexible, but you must service the entire time
slot noted on your shift(s)
Topgolf Guest Care
Please check in and out on the app
● Before the shift:
1. You’ll receive a reminder of the shift in your app
2. Check in to the shift at the start on the Shiftsmart app
3. Attend Pre Shift
● During a shift:
1. Look for and respond to any in-app messages from our
team
2. Make calls in a friendly and professional manner, using
guidelines provided
3. We will be monitoring the calls for quality assurance
● At the end of a shift:
1. Check out of the shift in your app
Topgolf Guest Care
● You will be paid via direct deposit by Shiftsmart as a 1099 worker via the Shiftsmart app. You must have a
government issued ID to set up your payments. Your Shiftsmart profile, ID, and bank account info must all
match! Your Shiftsmart profile should reflect your full legal name to avoid payment delays. In addition to
maiden names, we've also seen issues when some have two legal last names on their passport/license. The
payment system requires both even if you only utilize one.
● To set up payments:
○ Tap your Profile tab, look for the gear icon at the top right
○ Select Bank Accounts from the dropdown menu
○ Add a valid debit card OR routing number (Not accepted: prepaid debit cards or Paypal)
○ View your work and payment history
https://shiftsmart.zendesk.com/hc/en-us/articles/360027585911-Set-up-an-account-for-payments
● Payments will be made within 7 business days of your shift completion. Exceptions are banking holidays and
Sundays, depending on your banking institution. We aim to process payments even faster, in three days or less.
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Payments (1 of 3)
● Please keep in mind that shifts serviced will be reviewed once they have been completed. The review process
could take up to 36 hours. Once the shift review has been completed you will see the shift payment under your
payment section in the Shiftsmart App.
● However, as you service your shifts, shifts that have been completed will disappear from your schedule as they are
completed. Please do not be alarmed! This is completely normal!
● Important: If you are scheduled to service multiple shifts in the app on a single day, please make sure you are
checking in and out of EACH shift in the Shiftsmart App.
● Rejected Shifts: Please do not be alarmed if you see this. If you serviced several shifts in one day, you will see all
but 1 of your shifts showing as REJECTED. The payment amount for all of your shifts for the day will be
processed on that 1 shift.
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Payments (2 of 3)
● Pay will be based on ‘Ready’ time making calls in the system. When you are logged into Five9 this is the drop
down list on the top left of the screen - see below screenshots.
● Please make sure you have a hardwired internet connection. Please make sure that WiFi is turned off in
your computer settings. Being on a hardwired internet connection will ensure that you will be able to
service efficiently and effectively.
● Breaks are not paid - if you do wish to take a short restroom break please select ‘Break’ in the top left drop down
of your Five9 screen. If you need a break of 20-30 minutes, please do not select back to back shifts.
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Not Ready - Not Paid Ready - Paid
Payments (3 of 3)
Need help?
Please do not contact the client directly under ANY circumstances.
Unfortunately they will not be able to help you. Additionally, contacting the client directly may
result in your immediate removal from the project and the Shiftsmart platform
If you are in-shift and
experience an issue
For questions related to
payments
If you have any other
general inquiries
Please message us via the Message Manager option in the
Shiftsmart App.
Please email p[email protected]
1. Visit our Help Center (https://shiftsmart.zendesk.com/)
2. Message us via the Shiftsmart App
3. Email support@shiftsmart.com
4. Partner Support @ 855-540-6624
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
○ Introduction to Topgolf and your role as a Guest Care Agent
3. What is Guest Care
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
7. Five9
Who is Topgolf Entertainment Group (TEG)?
Topgolf is a sports entertainment company, that has high-tech
driven gameplay that everyone can enjoy. Not only can you play
golf, it has a bar, TV’s with sports, programed games,
climate-controlled bays, batting cages, pool, golf lessons,
minigolf, and chef inspired menus! You don’t need to be a
golfer to have fun!
About Topgolf Venues
Single Level Venues
● About 30 climate controlled bays
● LED lit field but no pits
Multi Level Venues
● 72-102 climate controlled bays
● Tech driven game play with pits in field
● Event space available
Some examples of calls you will handle
Questions on Wait Time
Help making a Reservation
General Info about a Venue
Reservation Cancellations
Lost & Found Items
Questions about special promotions
Questions on Pricing
Employment Inquiries
Customer Complaints
Topgolf Membership Programs Info about booking events
Info on Billing & Refunds
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
3. What is Guest Care
○ Guest Care
○ How to do it
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
7. Five9
So How does Topgolf Guest Care Do It?
Topgolf has a Guest Care Team that strives to deliver great times for all.
● Inbound contact center
○ Relationship between the guests and Topgolf internal venue and corporate partners
○ Initial and/or final touchpoint of the Topgolf guest journey.
● Everyone works as one team to ensure the best possible experience for guests
● Everyone shows excellence through never accepting anything less than the best
● Having an edgy spirit allows us to be persistent, empathetic, and show genuine curiosity about guest
needs
● Everyone is always willing to help where they can showing their caring nature
Again we want to make sure we show our guests we value them even it’s just a call
How Can You Do It?
Here are Some Things to Remember as a Topgolf Guest Care Agent
● Always greet each guest in a friendly manner
● Having a high quality call is all about the guest’s experience or feeling
● Be thoughtful in what and how you say things
● Always be clear about what we can and can’t do
● Be upbeat and positive - remember you are a brand ambassador
● Take a moment if needed after speaking with an upset/rude guest
● Add more value to each call by offering a little more than needed
● Professional and proper etiquette on calls
● Straight to the point but helpful, making sure we don’t rush guests (matching their pace)
● Goal is to have 3 minute calls but if it needs to be longer to fully help guest with everything do so.
How Will You Know How You Are Doing?
As a new Topgolf Guest Care Agent
You should:
• Handle an Average of 20+ Inbound Calls per hour
• Have High Call Quality
• Have High Attendance for Shifts
• Be Warm and Friendly on the Phone
• Know your Provided Resources
• Be Familiar with the Topgolf Website
How to take calls properly
● Answering the call within 3 seconds
● Stating the company name
● Stating your name
● Offering your assistance
● No background noise
● Asking appropriate questions
● Knowledgeable of guests issue
● Following Topgolf policy
● Active listening
● Limit filler words (um, uh, etc.)
● Limit dead air (not speaking)
● Genuine empathy
● Providing next steps
● Adding a win-win
How to create a Win-Win
What is a Win-Win?
Making sure we understand the guests needs to provide correct information, giving the right
steps, giving a little more information than asked.
If a win-win isn’t created it will possibly affect the guests experience
○ For example: Having a call about pricing, and not letting them know about the
one time $5 lifetime membership fee
○ For example: Having a call about reservations sold-out and not letting them
know they can do a walk-in.
Although it may seem like a given, but make sure you know and study your resources so you can know how
to create a WW
Confidence is key! Know your
resources and sound confident, this
will help you!
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
3. What is Guest Care
4. Call Quality
○ How to have a quality call
5. Partner Resources
6. Call Scenario Examples
7. Five9
Call Quality
● Actively Listen
● Reduce Background Noise
● Be Helpful
● When Calls End Move
to the Next Guest
Call Quality
Actively Listen
Guest will sometimes call frustrated and want to
vent to you first to let you know the issues they
have been experiencing. Please do not take their
frustration personally. Putting yourself in the
guest's shoes and understanding their struggles
will help you to ease their discomfort. Many will
not be frustrated but simply don’t understand
reservations or are not tech-savvy when trying to
book a reservation. This leads to confusion on
how Topgolf operates. Please do your very best
to let the guest speak and assure them you will
help them to the best of your ability.
Call Quality
Reduce Background Noise
Guests want to speak with a professional that
knows exactly what and how to be of help. This
can’t be done if you are distracted by something
in your work space. We also don’t want the guest
to be distracted by your work environment.
Speaking in a calm level tone, using a noise
cancelling wired USB headset, working from a
closed off area to others, and muting yourself
anytime you need to sneeze, cough, or make
any other noise.
Call Quality
Be Helpful
After listening to what they need
assistance with, make sure you give them
the proper next steps, and asking if they
need further assistance.
Quality Standards
Adding Value
Disclose Lifetime Membership fees for our first
time guests
“So happy you will be joining us for the first time!
Please know prices do not include a $5 one-time
Lifetime Membership fee for new players.”
Give Further Information
“I’m glad I could help you find a reservation time. If you
don’t want to call next time you can check this online
under reserve a bay in top right corner.”
How to Auto Fail a Quality Standards Audit
These are easily avoided and will result in you no longer working with Shiftsmart.
● Profanity or being rude to anyone
○ If guest is doing it remain calm, place them on hold and escalate by transferring to Tier 2
● Disparaging Topgolf Associates or Policies
● Hanging up on guests during calls
● Anything that is disrespectful/ unprofessional
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
3. What is Guest Care
4. Call Quality
5. Partner Resources
○ Resources you’ll need during calls
6. Call Scenario Examples
7. Five9
Resources
These are the Google based resources needed on your computer’s desktop when you work a shift:
● Topgolf website - https://topgolf.com/us/plan-a-visit/
○ Used to look for open reservation times at each venues
● Topgolf Venue Lost & Found Log - Google Drive
○ Lost and found information
○ Duplicate receipt requests
○ Employment inquiries
● Venue Info/Weather Log - Google Drive
○ What attractions are available at each venue
○ Venue pricing and address
○ Weather forecast for venue
Resources Continued
These are other resources accessible through myApps needed on your computer’s desktop when you work a shift:
● Workflow and Knowledge Base - OneNote
○ Workflows for top 25 call types
○ Frequently asked questions from guests
○ Realtime information and updates
○ Tutorials
● Seven Rooms - https://www.sevenrooms.com/login
○ Look up existing reservation details
○ Cancel reservations
○ Force refund
○ Resend confirmation
Prepaid Venues
Prepaid Test Venues and Events
Prepaid Test Venues
● Comes with 2 hours of gameplay
● Can only book up to 2 bays that are
guaranteed side by side
● If running LATE it EATS into their time
If you need more help with prepaid look at your onenote
and venue info/ weather log resources
Events
● They work with the Events Team
● More than 6 guests attending
● Guaranteed bays side by side (# of bays
accommodates the amount of people that
will attend the event)
● Includes a food and drink package (no
other reservations types will get this
package included, although they can still
get food and drinks at the venue, it is not
a package included with it.)
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
3. What is Guest Care
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
○ Roleplaying Calls
7. Five9
Roleplay Scenario 1
“Thank you for choosing Topgolf, my name is ____, How can I assist you
today?”
“Hello, my name is ____ and I need to know what the wait-time is.”
“Sure, I can definitely assist you with that. Can I confirm which location you’re
calling in about?”
“I’m calling in about the Tampa location.”
What steps shall we take to help the guest?
Agent:
Guest:
Roleplay Scenario 2
“Thank you for choosing Topgolf, my name is ____, How can I assist you today?”
“Hello, my name is ____ and I lost my wallet last night when I was there last night.”
“I’m so sorry to hear that you lost your wallet sir/ma’am, I can definitely assist you with that though. Can I
confirm which location you’re calling in about?”
“I’m calling in about the Tampa location.”
“Okay, we do have a lost and found that I check online just give me one second… I checked online, and we
have an item that fits the description of your wallet at the venue. Please make sure you go to the venue within
30 days of the day you lost it.”
“Thank you so much for your help!”
“Of course! Anything else I can assist you with?”
“Nope that’s all that you!”
“It was my pleasure helping you find your wallet [guest’s name]. Thank you for choosing Topgolf have a good
day/ night.”
Agent:
Guest:
Scenario 1
Use Your Resources to Find the Answers
Walk-In Scenario- I’m Tom, and have 5 buddies that want to come out to the Brooklyn Center location tonight. We don’t
have a reservation and I didn’t see an available time on the website. Can we do a walk up or do you just do
reservations?
Steps to Solve- “We do recommend reservations, but there non peak times we can possibly accommodate walk-ins. Let
me check online to see what we can do. Tuesdays and weekends are typically our most popular days.”
Go to the Topgolf website and use the popular times graph The popular times provided are an estimate of how busy
Topgolf is at different times throughout the week you can also suggest the guest download the Topgolf app as the wait
times will be listed there. .
Scenario 2
Use Your Resources to Find the Answers
Regular Reservation Scenario- I’m Joan! I am so excited to visit Topgolf in Dallas, TX on Saturday with my 3 brothers
and 2 sisters. I want to make a reservation, but I don’t know how to do it. What should I do, and do you have any
openings?
Steps to Solve- “Hi Joan! I am glad to hear that! You can go to Topgolf.com to make a reservation. We are not able to make
reservations for our guest’s, but I can look to see what times are currently available if any are available. We do tend to be very
popular on the weekends. What time were you thinking about visiting us?”
Joan: About 5pm Saturday.
Go to Topgolf.com. On the home screen click Reserve a Bay in the top right corner. Select their venue of choice. Insert the needed
information.
“It looks like we currently have some availability at that venue. However we only have reservations for around 3pm and 8pm. If you
don’t mind a bit of a wait you may also try walking in to the venue but the wait time changes rapidly and is not recommended on
weekends. If you are interested in the available reservation times please visit Topgolf.com soon.”
Use Your Resources to Find the Answers
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5
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3
2
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Scenario 5
Use Your Resources to Find the Answers
Pricing Scenario- My name is Wanda and I want to know how much does it cost for me to play at the Nashville
location?
Steps to Solve- “Hi Wanda, I can help with that. What day and time do you plan to visit us at the Nashville venue?
Wanda: I will be going either Friday or Saturday after 5pm for sure.
“Okay, I see for Friday or Saturday 5pm and after it will be $55 per hour. This does not include any membership fees,
food, or drinks. If you would like you can find this information on Topgolf.com.”
Use Your Resources to Find the Answers
Scenario 6
Know the difference between Event and
Reservation
Pricing Scenario- My name is Wanda and I want to cancel my reservation.
Steps to Solve- “Hi Wanda, I can help with that. Can you tell me if you have a food and drink package with your
reservation?
Wanda: I am not sure, I think I may.
“Okay, I do not see your reservation listed in our Sevenrooms portal. This lets me know that you have booked an Event.
Please know any Event cancellation will be determined based on the terms of your contract. I will get you in touch with
our Events team at this time. ”
**Warm transfer Guest to the Events line. If Events team is helping other guest complete Events Workflow in Five9
Worksheet.
Use Your Resources to Find the Answers
Look up guest reservation in
Sevenrooms:
● select the correct venue from
the drop down
● search name, phone number or
email next to the spy glass.
If reservation is not listed in
Sevenrooms this is an indicator the
Guest has booked an Event
Today’s Agenda
1. Shiftsmart Overview
2. Getting to Know Topgolf
3. What is Guest Care
4. Call Quality
5. Partner Resources
6. Call Scenario Examples
7. Five9
○ How to use Five9
○ Mock Environment
Calling Software- Setup Five9 on your Computer
You will be emailed login credentials to the email you provided in Shiftsmart account with tech setup
instructions if you have not received them already. Follow these steps to complete the setup process.
1. Download Chrome Browser for your Operating System (Mac and Windows)
https://cloud.google.com/chrome-enterprise/browser/download/
1. First time users will need to install Softphone Five9 Extension - in Google Chrome Browser, Clear
Browsing Data (Cookies and other site data AND Cached images and files). This will allow you to
install Softphone.
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Step 2: Select Agent Module
You’ll see the main menu, select Agent.
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Step 3: Enter Station ID #
Select Softphone and enter the station id provided with your login credentials, click Next
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Step 4: Station Check & Download Five9 Softphone
Extension
You’ll see the ‘station check.’ Since you’ve already downloaded the plugin, hit Refresh to
verify the installation if you receive this prompt.
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Step 5: Connection Successful to Dashboard
Once confirmed you will see the notification of ‘Connection Successful’. Click View My
Dashboard. You will hear 3 beeps if successful.
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VERY IMPORTANT: Skill selection
Five9 will prompt you to select skills for each shift you work. Please only select the skill
related to Topgolf.
TEG Tier 1
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Step 6: Agent Dashboard
Once logged in you’ll see the full Agent Desktop Plus ‘dashboard’ home screen.
Note the skills/queues assigned to your profile. To take a call click the red button and go
into a ‘Ready For...’ state.
Name
Shiftsmart Support Team
Payments Reminder
● Pay will be based on ‘Ready’ time accepting calls in the system. When you are logged into Five9 this is the drop
down list on the top left of the screen - see below screenshots
● Breaks are not paid - if you do wish to take a break please select ‘Break’ in the top left drop down of your Five9
screen
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Not Ready - Not Paid Ready - Paid
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Step 7: Taking Calls
When a call is delivered it will look something like this, with call controls on the left (hold,
transfer, etc.), and other information relevant to the line of business you’re supporting.
You may need to do a worksheet.
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2
3
4
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Step 8: Dispositions and Worksheets
Accessing the worksheet in Five9 is easy.
Directly under “Set Disposition” you will see “Worksheet”. Click it.
Step 8 Continued: Dispositions and Worksheets
Once inside the worksheet you will collect some basic information.
1. The caller’s first name.
2. The caller’s last name.
3. The steps you took during the call.
4. Don’t forget to click “Finish” when you are done.
What details do we need to know about this call
Notes
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Step 9: Dispositions and Worksheets
When done with the call select the ‘Set Disposition’ in the top right to enable yourself for
the next interaction.
Five9 Script and Dispositions
“Thanks for choosing Topgolf!”
“My name is [__your name__]. Who do I have the pleasure of
speaking with today?
Hi [_guest’s name__], how may I assist you?”
Bay Reservation
Cancelation
Event Reservation
Walk-In Questions
Lost Item
Operating Hours
Pricing
Weather
