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!