Home Theater and Customer Service Employee Training Outline. (1) 5-hour class per week; 8 week total course

Transcription

1 Home Theater and Customer Service Employee Training Outline Instructor: Timothy Manning Private Cell Phone: Location: 13 Orchard Street, Bernardsville, NJ Course Span: (1) 5-hour class per week; 8 week total course Basic AV Fundamentals & System Design Sunday, January 28, 2018 The Connected Home: IoT, DIY, and Professional Products Sunday, February 4, 2018 Networks, Zigbee, & Remote Access Sunday, February 11, 2018 Control4: EA1 Single Room System Sunday, February 18, 2018 Automation: Proper Execution to Simplify Living Spaces Sunday, February 25, 2018 Solutions 101: Finding Answers & Designing for the Future Sunday, March 4, 2018 Troubleshooting 101: Most Common Issues & Remedies Sunday, March 11, 2018 Customer Service 101: Building a Lasting Relationship Sunday, March 18, 2018 Type to enter text

2 Purpose Provide elective in-house product and service education to Wavelength Audio Video employees and Wavelength Partners. This education will pave the way for successful advancement through the Wavelength employee hierarchy as well as foster continuing company growth and goal attainment. Description/Objectives Home theater installations and customer service are at the core of Wavelength s success and growth. This course will help you develop the skills and practices necessary to easily integrate basic AV components into clients home theater systems. It will also help you understand product benefits and how their use can simplify clients daily lives. Throughout the eight week course, we will cover most of Wavelength products and installation services, including; system design, how to use each product, how to make AV connections, setting up general software features, updates, and program advanced feature, as well as basic client management techniques. We will also cover basic client relations. This will give you a better understanding of your role when interacting with clients and to teach you how to manage client expectations. Materials Required: " Notepad or note taking device " Camera " Laptop (Advanced Programming Only) Student Responsibilities: Resources: " Attend all classes that you have signed up for " Attend each class on time " Take notes appropriately " Complete all assignments given " Ask questions if you need help " Sign and adhere to Wavelength training privacy policies " Training Manual " Online Videos " Control4 Website: " Bedrock Learning: " Cedia: " Electronic Systems Professional Alliance:

3 Week 1: Basic AV Fundamentals & System Design Date: Sunday, January 28, 2018 Learn basic knowledge of industry standard audio, video, & media streaming devices Become knowledgeable of all connections of these devices Become familiar with setup processes of these devices Learn the differences in firmware vs software and how to update Understand basic system design of single room systems Learn the advantages of multi room music & Sonos Become familiar with multi-zone video systems Week 2: The Connected Home: IoT, DIY, and Professional Products Date: Sunday, February 4, 2018 Become familiar with Internet of Things (IoT) devices Gain knowledge of all relative categories of these devices Learn general setup processes of these devices Learn the differences between DIY devices and professional systems Understand basic design of multi-room control systems Learn the advantages of the connected home Become familiar with leading brands of these system types Understand why a network is critical to proper execution of these systems

4 Week 3: Networks, Zigbee, & Remote Access Date: Sunday, February 11, 2018 Understand basic wiring protocols for networking devices Learn basic knowledge of network design Become knowledgeable of network devices & purposes Learn to set up a basic network Program an access point & learn about wireless controllers Learn the differences between local access and remote access Learn Zigbee network basics Week 4: Control4: EA1 Single Room System Date: Sunday, February 18, 2018 Become Familiar with Control4 Products Gain knowledge of all relative single room Control4 devices Learn general setup process of these devices Understand basic Control4 Composer Programming Learn to program Control4 music services Learn to program Sonos to Control4 Learn Composer Express app Learn how to integrate basic Amazon Alexa functionality See how a client can program system functions without company assistance

5 Week 5: Automation: Proper Execution to Simplify Living Spaces Date: Sunday, February 25, 2018 Learn the benefit of true home automation Learn of advanced products for automation processes Become familiar with setup processes of these devices Program basic automation sequences Learn keypad programming, press and hold, and LED controls Learn feedback functions to switches and other control devices Learn advanced automation macros, variables, sensors, and voice controls Week 6: Solutions 101: Finding Answers & Designing for the Future Date: Sunday, March 4, 2018 Learn about frequent client requests and issues Learn to get the whole picture right away Learn to listen to client needs appropriately Gain knowledge of how to construct proper solutions Learn to visualize these solutions and appropriately explain them Plan out design steps for future possibilities & expansion Learn to turn difficult problems into productive solutions

6 Week 7: Troubleshooting 101: Most Common Issues & Remedies Date: Sunday, March 11, 2018 Learn how to quickly assess an issue Learn to properly identify which system is having problems Become familiar with basic troubleshooting steps and procedures Learn to verify the history of equipment and users Learn how to identify if device is faulty or if use is misunderstood Become familiar with common issues Be challenged to overcome multiple levels of issues Learn to appropriately describe remedies to the end user Week 8: Customer Service 101: Building a Lasting Relationship Date: Sunday, March 18, 2018 Learn to listen first, speak last Understand the importance of eye contact and delivering a clear message Act out customer service scenarios with fellow classmates Learn to ask appropriate questions & be clear that you value their time Learn to be responsive & provide constant contact Learn to be friendly, personable, & authentic in nature Review proper phone, text, & voic habits Learn to write s which deliver the same result as an in person experience