Course Details
Course Details
Course ID
3410
Course Name
FSR Advantex Customer Service Training Seminar (FACTS)
Contact Hours
6.0
Approved Industry
Drinking Water and Wastewater
Partner Name
American Water
Primary Contact
Monica Troutman
monica.troutman@amwater.com
7172059705 Ext.
Website
Description
This course reviews the impact that the Field Service Reps (FSRs) have on the business as they are a front line employee and the face of the company. A review of the Customer Service survey data is presented so that FSRs are aware of their impact. Training and practice of Customer Service skills are developed during this course. The other component to this course is to ensure all FSRs are completing the computer information in a uniform manner to ensure the end-to-end process of service order completion has been fulfilled.
Course Level
Intermediate
Course Content
* What are customers are telling us
* Survey Data
* Proper completion of service orders using the tough book
* Collections information
* End to end processing of service orders
* When do complete office reviews for service orders
* Role playing of typical customer service interactions for front line employees
Target Audience
All field service personnel who have customer interactions and utilize the computer to complete the day-to-day service orders.
Training Format
Classroom