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Customer Service Onboarding - Coggle Diagram
Customer Service Onboarding
General Knowledge & HR
Welcome & Company Culture
Welcome TSP Video
Company Strucuture (Org Chart)
Head of Department Introductions
HR & Payroll
I-9 Form & Verification
Workday: Time Tracking & HR Portal
Safety & Compliance
SHE (Safety, Health & Environment) Training--this will be job specific
IT & Basic Tools
Google Workspace (Gmail, Calendar, Drive)
Okta/Citrix (Login & Access)
myLearning (Training Portal)
Know the Target website ( Navigating the public-facing site)
Systems & Software Training
Connectivity & Communication
Citrix (application environment)
VPN
RingCentral (Phone system)
Core Enterprise Systems
NAV (ERP- Enterprise Resource Plannin)
Edge (Warehousing Software- RDC)
Reorder (Order Placement System)
Technical & Product Knowledge
Product & Strategy
Product Strategy- Follow up Q&A
In-Depth product training
Subject Matter Expertise
Pest ID (Insects, Rodents, etc)
Weed Identification
Business Unit Overview
Pest Business Overview
T&O Business Overview
Vector Business Overview
Legal & Compliance
Regulatory & Licensing training
Customer Experience (CX) Excellence
Standard Operating Procedures
Call logging procedures
Complaint logging & escalation path
Branch communication protocols
CX- Specific Tools
Managing the Customer Experience email inbox
Using Goole for research & support
Core Interaction Skills (Video Training)
Professional Greetings & Opening a Call
Managing Upset Customers & De-escalation Techniques