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
Unit 1 Course Orientation
Unit 2 Introduction to Appliance Repair
Unit 3 Basic Electricity
Unit 4 Basic Gas
Module 2 Refrigerators
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
Unit 1 Intro to Front-Load Washing Machines
Unit 2 Intro to Top-Load Washing Machines
Unit 3 High Efficiency (HE) Laundry Detergent Essentials
Unit 4 Sources of Leaks
Unit 5 User Interface Controls in Washers and Dryers
Unit 6 Washing Machines Summary
Module 4 Dryers
Unit 1 Intro to Gas and Electric Dryers
Unit 2 Dryer Venting Basics
Unit 3 Dryer Summary
Module 5 Ranges and Ovens
Unit 1 Intro to Gas Ovens, Cooktops, and Ranges
Unit 2 Intro to Electric Ovens, Cooktops, and Ranges
Unit 3 Oven Cleaning
Unit 4 Microwave Ovens
Unit 5 Oven and Range Summary
Module 6 Dishwashers
Unit 1 Intro to Dishwashers
Unit 2 Dishwasher Summary
Module 7 Communications and Customer Service
Unit 1 Customer Mindset
Unit 2 Scheduling the Service Call
Unit 3 An excellent service ticket
Unit 4 Be worth your weight in gold!