7 modules and 33 units Est. time to complete: 7-12 hours
Module 1: Getting Started4 UnitsReceive your introduction to appliance repair, including the basics of electricity and gas.
Module 2: Refrigerators9 UnitsLearn the basics of how refrigerators work, their common problems, and what to ask customers.
Module 3: Washing Machines6 UnitsLearn how top and front-load washers work, their common problems, and what to ask customers.
Module 4: Dryers4 UnitsLearn how gas and electric dryers work, their common problems, and what to ask customers.
Module 5: Ranges and Ovens5 UnitsLearn how gas and electric cooking appliances work, their common problems, and what to ask customers.
Module 6: Dishwashers2 UnitsLearn the basics of how dishwashers work, their common problems, and what to ask customers.
Module 7: Communications and Customer Service4 UnitsWrap up your training with a thorough overview of how to handle communications with customers.
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Improve Customer Satisfaction with Every Phone Call
Service representatives play an essential role in every successful appliance repair company by supporting both the customer and the technician assigned to their ticket. On the first call, an ace customer service representative (CSR) puts potential customers at ease with their expertise, building trust in the company and, by extension, the technician who’ll service their appliance.
At the same time, CSRs gather critical info for the service ticket by asking relevant questions, giving the technician more information to work with when preparing for the appointment. Customers want quick and efficient resolutions, and leading with the right questions can result in more first-call completes.
This course is designed to be an ongoing resource for office staff, such as customer service representatives, teaching them just enough about appliances to be dangerous. Included in the course are 15 study guides, which the trainee can use as a reference guide throughout the course and beyond. In fact, we expect trainees to return to the material a lot in the first year, until they’ve mastered how to earn 5-star reviews every time.