Course Curriculum

  • 01

    Customer Experience

    • Phone Experience Challenges

    • Service Phone Self-Assessment

    • Greeting Best Practices for Service Customers

    • Call Transfer Best Practices for Service Customers

    • Creating a Consistent Service Phone Experience

    • Knowledge Check

  • 02

    Process Management

    • Components of a Solid Inbound Service Call Process

    • Service Reception and Identifying Fresh Inbound Service Calls

    • Tracking Non-Appointable Calls

    • Consistent Service Call Process

    • Tracking No-Book Calls

    • Inbound Call Management Engagement and Accountability

    • Knowledge Check

  • 03

    Lead Management

    • Understanding Service Lead Management

    • Handling Fresh Inbound Service Leads

    • Service Lead Follow-Up

    • Knowledge Check

  • 04

    Course Completion Test

    • Managing Phone Leads for Service

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