Course Curriculum

  • 01

    Introduction

    • Understanding Today's Customers

    • Phone Experience Challenges

    • Build A Great Customer Experience
  • 02

    Phone Customer Experience for Service

    • Service Phone Assessment

    • Greeting Best Practices for Service Customers

    • Call Transfer Best Practices for Service Customers

    • Creating a Consistent Service Phone Experience

    • Knowledge Check
  • 03

    Service Phone Lead Management

    • Understanding Service Lead Management

    • Handling Fresh Inbound Service Leads

    • Service Lead Follow-Up

    • Knowledge Check
  • 04

    Inbound Service Call 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