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. | ||