🚀 Dispatcher Training Course

About Course

Hello! Welcome to your journey at Appliances USA. This course is designed to guide you as you begin with our company. As a dispatcher, your responsibilities will include some customer service, order closing, and other tasks.

Our goal is to support every step of the way for new members of our team.

Course Content

Introduction & Orientation
Welcome to the Dispatcher Training Course, your official onboarding program as a new dispatcher at Appliances USA. This course is designed to teach you everything you need to confidently handle incoming and outgoing calls, schedule appointments, manage service requests, and support our team of technicians.

Welcome Message

Cold Calling & Conversion Techniques
This module teaches the art of initiating cold calls with professionalism, confidence, and strategy. Participants will learn how to build rapport quickly, ask powerful qualifying questions, and follow a proven 10-step framework to guide the conversation from interest to appointment and payment. By mastering tone, timing, and script structure, agents will become skilled in converting cold leads into scheduled jobs.

Scheduling & CRM Mastery (Workiz)
This module introduces you to Workiz, a top-tier scheduling and CRM platform used by many service businesses. You’ll learn how to input customer information, book appointments using standard operating procedures, and manage job flows like a pro. Special training will be given for handling internal brands such as Appliances USA Pro.

Invoicing, Payments & Service Fees
Clarity and confidence are key when discussing payments. This module trains you to create invoices that are accurate and compliant, explain service fees effectively, and collect payments smoothly. You’ll also learn how to manage invoicing for insurance-related jobs and upload documentation to the proper platforms.

Operations, Customer Care & Reporting
In the final module, you'll learn how to manage job transitions, respond to client concerns, and use internal tools to track your performance. You’ll gain skills in chargeback dispute handling, ticket creation through Property Meld, and interpreting your personal and team KPIs via the company dashboard.

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About Course

Course Content

Welcome Message

1.02 The 10-Step Cold Call Structure

1.01 Introduction to Cold Calling Quiz

1.03 Selling skills

2.01 Introduction to Workiz

2.02 Appointment Options & SOPs

2.3 Appliances USA Scheduling Flow

3.01 Introduction to collecting payments

3.02 Creating Invoice for Clients

3.03 Insurance Job Invoicing

3.04 Explaining the $99.99 Fee & Taking Payment

4.01 Code Transfers & Job Management

4.02 Handling Chargebacks & Complaints

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