Customer Service Representative Technical Training Course

Technical training for appliance repair call center personnel who interact with customers and service technicians. The goal is to increase their effectiveness in gathering and relaying information by giving them a basic technical background on appliances. A well-trained CSR can increase customer satisfaction and the company's first call complete rate.
Module 1 Getting Started
Orientation and Introduction to Appliance Repair
Unit 1 CSR Course Orientation
Unit 2 Introduction to Appliance Repair
Unit 3 Basic Electricity
Unit 4 Basic Gas
Module 2 Refrigerators
An overview of how refrigerators work, proper operation, their common failures, and required maintenance.
Unit 1 How Refrigerators Work - Overview
Unit 2 The Refrigeration System
Unit 3 Air Distribution System
Unit 4 The Defrost System
Unit 5 The Control System
Unit 6 Dual Evaporator Refrigerators
Unit 7 Ice, Frost, Condensation, and Condensate
Unit 8 Ice Makers
Unit 9 Refrigerator Summary: Questions for your customers
Module 3 Washing Machines
Front-load and top-load styles. How they work and what can go wrong.
There are no units in this module.
Module 4 Dryers
Gas and electric - how they work and what can go wrong.
There are no units in this module.
Module 5 Ranges and Ovens
How they work and what can go wrong. Electric and gas.
There are no units in this module.
Module 6 Dishwashers
How they work and what can go wrong.
There are no units in this module.