Service Line 5 Days Training Agenda
This agenda is designed to provide a comprehensive learning experience where participants gain both theoretical knowledge and practical skills. This is designed to work with all service lines integrating company overview oriented per line as well as their roles and responsibilities as service line technicians.
Day 1: Introduction and Overview
Morning session:
Welcome and introductions
Overview of the training program
Industry overview
Objectives and expectations
Introducing service line content
Company overview
Products
SOPs
Afternoon session:
Freshdesk – Call Types – Call flow – Documentation - 1 Hour
Mobile app, Fleetview, training portal and website. Access and overview. 1 Hour
Lunch - 1 Hour
Call listening 1 Hour
Day 2: In-Depth Service Line Oriented Content
Morning session:
Installer training – Online - 2 Hours
Afternoon session:
Welcome, Recap and questions. - 1 hour
Day 3: Review and Shadowing
Morning session:
Installer training – Online - 2 Hours
Afternoon session:
Welcome, Recap and questions. - 1 Hour
Maintenance and repair (most commons error codes and FAQs. PE, Fail safe mode, etc) - 2 Hours
Escalation process and FranklinWH Management. T2 / Roles and duties – Support chat - 1 Hour
Call taking – First call with training lead supporting with call listening - 30 Minutes
Call review and recap, soft skills coaching and ticket creation - 30 Minutes
Support tickets (email) - 1 Hour
Call taking and support tickets - 1 Hour
Day 4: Best Practices
Morning session:
Best practices for troubleshooting, ticket and call handling
Reinforcing SOPs
Practical application: Ticket handling
Afternoon session:
Live ticket and call handling
Coaching: Identifying areas of opportunity
Day 5: Practical Application
Morning session:
Review of product knowledge
Practical application: Ticket handling
Afternoon session:
Live ticket and call handling
Coaching: Identifying areas of opportunity