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Contact Card Updates: Course Synopsis

This e-learning course provides comprehensive training on managing and updating contact information in Odoo 18, focusing on maintaining accurate customer data for effective business operations.

Course Overview

The "Contact Card Updates" module equips contact center agents with the knowledge and skills to properly update, verify, and maintain customer contact information. The course covers the complete process from accessing contact records to implementing quality control measures.

Key Learning Areas

• Essential Fields Management: Learn to update critical contact information including names, addresses, phone numbers, email addresses, and alternative contacts.
• Navigation and Process Flow: Master the step-by-step process of locating, editing, and saving contact information in the Odoo 18 system.
• Customer Interaction Techniques: Practice effective communication scripts for gathering and verifying contact information during customer interactions.
• Data Entry Best Practices: Implement standardized approaches for consistent data formatting across all contact records.
• Quality Assurance Fundamentals: Understand verification methods and proper documentation of contact updates.

Business Impact

Accurate contact information directly impacts:

• Customer communication effectiveness
• Shipping and billing accuracy
• Emergency notification capabilities
• Overall customer experience and satisfaction

This course enables agents to maintain high-quality customer data that serves as the foundation for successful business relationships and operations.

This training will equip you with a comprehensive understanding of SOP-FIN-002: Customer Disconnections, focusing specifically on SLA internet customers (Gold, Bronze, and Silver tiers) who are disconnected due to non-payment.

You'll learn the standardized process for managing customer disconnections, from the initial invoice dispatch and grace period to the final disconnection execution and reconnection policies. We'll cover crucial quality assurance requirements, including account reconciliation and proper documentation of payment follow-up efforts.

The training will also detail the roles and responsibilities of all involved parties, from Account Managers to the Finance Director, ensuring clarity on who does what at each stage. We'll examine special conditions for Platinum customers and the process for handling payment plans and other special reconnection arrangements.

Finally, we'll review key performance indicators (KPIs) and the monitoring and compliance procedures to ensure adherence to this critical policy, ultimately promoting fair customer treatment and efficient operations.