Lessons in this course must be completed in order. Once you have completed a lesson you can move on to the next lesson in the course. There are 10 lessons in this course to complete.

Once you have completed a lesson you are able to come back to it at any time for review.

Click the lesson below to get started.

Lessons

1. Proactive Service Process – Intro

Steps to completion:  Watch the entire video lesson Click the "Complete Lesson" button Wait for the "Congratulations" message Click the arrow ➝ link in the bottom right to move to the next lesson.

2. PREPARE – First Impressions

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

3. PREPARE – The Meet and Greet

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

4. PREPARE – The Walk-around

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

5. PREPARE – The Write-up

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

6. PREPARE – The Multi Point Inspection

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

7. PRESENT – The PCM – Part 1

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

8. PRESENT – The PCM – Part 2

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

9. PRESENT – Transitions

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

10. DELIVER – Active Delivery

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

11. SERVICE – Service/BDC

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

12. SERVICE – Your Greeting

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

15. SERVICE – Price Quotes for Incoming Calls

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

16. SERVICE – Status Updates

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…

17. SERVICE – PCM Phone Skills

Steps to completion:  Watch the entire video lesson Click the “Complete Lesson” button Wait for the “Congratulations” message Click the arrow ➝ link in the bottom right to move to the next…