Training Guide
Introduction
Greetings, Management! This guide contains all of the vital information that all employees must follow and understand when training or assisting during a session. If you have any questions, please let a member of the Operations Department know.
Staff Introduction
It is crucial to note that you must claim your role within the session claims message that is posted in #mr-discussion of the Discord server by the Host. Once you have claimed your role, you are permitted to join the training server and receive it from the Host.
Once you have received your role, please proceed onto your designated stage line or spot. Unnecessary movement on stage such as jumping, emoting, running, etc may be subject to consequences.
PTS (Permission to Speak)
At xx:52 the Host will enable the PTS panel, allowing users within the session to call a staff member to their position and ask any questions they have regarding it. This section will help to prepare you for the most frequently asked questions or give you a professional PTS greeting you can use if you don’t have your own.
Greetings
PTS greetings are simple and easy, essentially introduce yourself briefly to the individual and ask them what their question is. An example of this can be…
Granted! My name is NAME and I will be assisting you today, what can I help you with?
You are free to edit, or create your own PTS greetings at your own discretion, however ensure that it always asks them what you can help them with.
Frequently Asked Questions
Listed below will be some questions we see from trainees quite frequently, and some that can even be confusing for some of our team members.
Q: What is my next rank? A: Your next rank would be… (ORDER OF RANKS: Customer > Trainee > Junior Operator > Operator > Senior Operator > Experienced Operator > Management Intern.)
Q: How long until we start the training session?
A: It will be approximately (number of minutes until xx:00) minutes.
Q: How do I become a Management Intern?
A: Unfortunately, you can’t train for this rank, but you can apply within our Communications server when you are an Experienced Operator. If you are unable to reach that rank, applications for Management Interns open on the first week of each month as well.
Session Script
This script will go over everything you should be saying within a training. Please make sure that you only say YOUR SECTIONS. Anything in italics does not need to be said.
Introduction
Trainer
Hello, everyone! Welcome to your WashPro Instructional Lecture. I will be your trainer for this seminar! Next to me is my Assistant, who will be helping me throughout this session.
This training session will consist of 4 sections: Greetings, Trolling, Ticketing Information, and Trivia.
In order to pass this training session and receive your succeeding rank, you will need a certain number of points. The total amount of points you can receive during this session is six points. Trainees must acquire III points, Junior Operators must acquire IIII points, Operators must acquire IIIII points, and Senior Operators must acquire all six points to pass
Before we proceed, does anyone have a question or concern? Silence will be taken as a no.
Fantastic! Let’s start off with some general information regarding your rank here at WashPro.
Greetings
While at WashPro, you are tasked with assisting our customers and drivers. We have three possible areas for you to do so: the gates, car wash, or restaurant.
When a customer first pulls into the car wash lane, you are required to give them a formal greeting. Your greeting should consist of these 5 elements
An attention grabber, welcome, introduction, what options we offer (Standard, Deluxe, and Ultimate), and which option they would like.
When you are finished, it should turn out like this: Good morning! Welcome to WashPro! My name is [NAME], what plan would you like today? We offer a Standard, Deluxe, and Ultimate plan!
Now that I’ve given you an example, I will allow you to try this on your own. You have 2 minutes to formulate your greeting, then we will approach and evaluate you.
Your 2 minutes begin now. Please remember to include all 5 elements previously mentioned, and wait until the Trainer or I come up to you individually before sending.
Note: Set a timer for 2 minutes, then both the assistant and trainer walk up to the trainees.
Assistant
Time is up! Please be patient as me and your Trainer evaluate your greetings. Once we’ve corrected your responses and awarded points when necessary, we will move onto the next section.
Once we approach you, please state your greeting.
IMPORTANT: In order for each trainee to be awarded a point, they must include 4 out of 5 elements present in their greeting:
An attention grabber
Welcome
Introduction
What options we offer (Standard, Deluxe, and Ultimate)
Which option they would like
Be sure to correct them if they are missing an element, regardless if they are awarded a point or not.
To give each user a point, use the command “!addpoint user”
Fantastic job, everyone! We will now move onto the next portion of this training session. Your Trainer will provide further information on how to handle trollers within our facilities.
Troller Information & Simulation
Trainer
Trollers are individuals who join the game with the intention to disrupt gameplay. For example, they may make an attempt to hold up lines, cut in front of people, or ram into other cars.
Here at WashPro, we offer a 3 step warning system to allow them to halt their actions, otherwise, they are removed from the server by an Assistant Supervisor+.
Trolling can be a problem at the carwash as it can hold up the people behind them.
If you encounter a troller, these are the steps you should take before calling over a management member.
The first step is to always politely ask them to stop, if they don’t stop after your verbal warning you should say in chat “Warning #1 - Username.”
After giving a troller 2 verbal warnings you may contact an MR+ by simply stating in chat “!help”. Abusing this command can result in serious consequences.
For this simulation, please state “Calls MR/Hr” in chat. In a real situation you should contact an MR+ either in game or through the group wall.
With trollers, also comes with exploiters. This is a crucial section to learn about so it does not get out of control.
Exploiters are users who are able to use admin commands without any permissions for their own personal gain at the expense of others.
Exploiting includes but is not limited to flying around the map, bypassing chat, going in employee areas, etc. If you encounter an Exploiter, immediately contact a Corporate Assistant+ to permanently ban them. This can be done by asking Executive+ members in-game, the group wall, or our social links.
We will now begin our trolling simulation. My Assistant and I will be acting as Trollers, and you will have to handle us using the procedure we just explained.
You have five minutes to correctly handle the troller. Once you have finished, please sit quietly and wait for the rest to finish or time to be called.
Assistant
Before we begin the trolling simulation, does anyone have a question or concern? Silence will be taken as a no!
Alright, let’s begin! Your five minutes begin now.
IMPORTANT: In order for each trainee to be awarded a point, they must follow through with every step of the procedure:
First warning
Second warning
Call for an MR/HR
Be sure to correct anyone if they are missing an element.
To give each user a point, use the command “!addpoint user”
Thank you all for participating in the second stage. We will now move on to ticketing information. Does anyone have any further questions before we continue?
Wait for response, answer questions if needed.
Trainer
Alright! Please follow us outside and stand on the line markings on the ground.
Ticketing Information
As Car Wash Operators, you will be focused on running our booths at the car wash. There are two types of booths: the ticket booths and the car wash booths. The ticket booths are the three closest to the employee spawn area, and the car wash booths are the two closer to the entrance of the car wash. I will introduce both, starting with the ticket booth.
When a player pulls up to the ticket booth, you will greet them as we taught you earlier. You will then open the ticket UI by clicking on it or pressing ”E”, and type in their username.
After that, all you need to do is select the plan they chose and open the gate for them to move up.
Please note that we have multiple lanes which means we have merging points. Please control merging points during your down time to avoid any ramming or stuck lines.
After opening the gate to let the customer in, be sure to end the conversation with: “You are all checked in, Have a wonderful time here at WashPro!” or something similar.
Once the one car passes, then close the gate. Repeat this process for any cars that approaches your booth. Moving on to the car wash booths! When a player drives up to the gate, you may greet them with a short message to enhance their experience.
An example would be: Thanks for choosing WashPro! Make sure to drive up all the way and please don’t move forward after the gate has opened as the conveyor will pull you. Enjoy your carwash!
Before opening the gate, check to see if there are any cars in your car wash lane already. If you have just let someone in, make sure to wait before letting another person in to avoid a jam.
Once you check to make sure there isn’t a car jam in the car wash, then you may open the gate. After one person enters, then close the gate and repeat this process for any approaching cars.
Now, please follow us back inside and find a place to sit. We will be moving on to the fourth and final stage.
Trivia
Welcome to Trivia! We will be quizzing you on all the information we’ve covered today. Me and your trainer will be sending questions in chat, and you all must answer them.
Once we start, please do not ask anyone for help. Does anyone have any clarifying questions before we begin?
Alright, let’s start!
To give each user a point, use the command “!addpoint user”
What are the 5 elements that should be included in every greeting?
An attention grabber, welcome, introduction, what options we offer, what option they would like
What should you do if there is a troller in-game? Please be specific.
Issue 2 warnings then call a MR/HR
What should you do if there is an exploiter in-game?
Immediately contact a Corporate Assistant+ to pban them.
What are the three packs we offer?
Standard, Deluxe, and Ultimate.
That concludes our Training Session! We will now call one of the hosts for deliberation, and all who did not pass will be dismissed.
IMPORTANT: Kick all individuals who did not pass by the following command and send the host a PM to rank your trainees: kick user Unfortunately, you did not gather enough points to pass this training. However, feel free to attend the next hosted session and try again! pm %Host Group [x] is finished, can you please rank the trainees?
Assistant
To everyone who is still here, congratulations! Please do not leave the game until further notice, as you will not be ranked. Thank you everyone for attending!
Conclusion
It is crucial to understand that violating any bit of the script or skipping sections can result in punishment actions from our Operations Department. Please ensure that you are fully ready to train or assist before claiming roles to do so.
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