Course Curriculum

  • 1

    Part 4: Customer Service - Overview

    • Overview & Instructions
  • 2

    Customer Service - Receptionist Team

    • Inbound Call - Overview

    • New Client - Not Transferred (Lead)

    • Existing Client - Call Transferred (Reschedule Consultation)

    • Existing Client - Call Transferred (Reschedule Consultation)

    • Existing Client - Not Transferred (Billing Question)

    • Existing Client - Not Transferred (After Hours)

    • Existing Client - Not Transferred (Refused Transfer)

    • Pop Quiz (Must Pass with 100% to Proceed)

  • 3

    Customer Service - Enrollment

    • Enrollment - Overview

    • Enrollment - Call Flow Breakdown

    • Enrollment - Sample Overview

    • Enrollment - Sample Call - Sample Call 1

    • Enrollment - Sample Call - Sample Call 2

    • Enrollment - Sample Call - Sample Call 3

    • Enrollment - Sample Call - Sample Call 4

    • Enrollment - Sample Call - Sample Call 5

    • Enrollment - Live Call Evaluation

    • Enrollment - Mock Call Example

    • Enrollment - Mock Call with Trainer

    • Pop Quiz - Enrollment (Must Pass with 100%)
  • 4

    Customer Service - Billing

    • Billing - Overview

    • Billing - Call Flow Breakdown

    • Billing - Sample Call Overview

    • Billing - Sample Call 1

    • Billing - Mock Call with Trainer

    • Billing - Live Client Task 1

    • Billing - Live Client Task 2

    • Billing - Live Client Task 3

    • Pop Quiz - Billing (Must Pass with 100%)
  • 5

    Customer Service - Cancelations

    • Cancelation - Overview

    • Cancelation - Procedure Breakdown

    • Cancelation - Portal Message Handling

    • Cancelation - Practice Lab

    • Cancelation - Call Flow Breakdown

    • Cancelation - Sample Call 1

    • Cancelation - Mock Call with Trainer

    • Pop Quiz - Cancel Account (Must pass with 100% in order to move forward in the training)
  • 6

    Part 4: Customer Service - Exam

    • Final Exam (Must Pass with 90% to proceed)

About the instructor

Instructor Title

Frances Williams

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