Course Curriculum
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01
Customer Experience
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Phone Experience Challenges
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Service Phone Self-Assessment
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Greeting Best Practices for Service Customers
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Call Transfer Best Practices for Service Customers
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Creating a Consistent Service Phone Experience
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Knowledge Check
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02
Process Management
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Components of a Solid Inbound Service Call Process
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Service Reception and Identifying Fresh Inbound Service Calls
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Tracking Non-Appointable Calls
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Consistent Service Call Process
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Tracking No-Book Calls
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Inbound Call Management Engagement and Accountability
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Knowledge Check
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03
Lead Management
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Understanding Service Lead Management
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Handling Fresh Inbound Service Leads
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Service Lead Follow-Up
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Knowledge Check
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04
Course Completion Test
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Managing Phone Leads for Service
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