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 |
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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. |