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. | |