MS Communications | Sales, Customer Service and Product Training for the Telecommunications Industry

DSL

DSL (Digital Subscriber Line) service has changed the face of telecommunications. In the face of rapidly changing times, telco employees find themselves lost in a technological labrynth. Our DSL classes orient your employees and help them build a bridge out of the maze - directly to your customers.

Unlike most DSL training, our programs are designed with people in mind, not machines. Concepts are explained in truly user-friendly terms, with many graphics and hands-on demonstrations.

DSL Product Training is divided into two parts: DSL Overview and Customized DSL Training.

DSL Overview

This module includes a comparison of DSL technologies, an explanation of how DSL works and an overview of the selected DSL flavors.

Types of xDSL technology
How ADSL works
Full ADSL (8 Mbps) and multiple forms of G.lite (1.5 Mbps)
NID (Network Interface Device) or splitterless microfilter
Configuration patterns for installing a NIC (Network Interface Card), modems and modem drivers
Diagnosing problems on external modems by understanding the status lights

Customized DSL Training

This module focuses on the specifics of DSL services your company is or will be offering. We provide a questionnaire so we can customize the training to your: pricing, location, features and benefits, speed and technical aspects of installation at the customer premises. The goal of our DSL training is to give service reps and installers a physical reference (modems, NICs, software, etc.) and familiarity with what takes place at the customer premises. It is not intended to give the nuts and bolts of actual installation. By giving good information out at first, it is intended to:

educate employees
create better customer service
produce smoother rollouts
reduce trouble calls
cut installation time

We utilize user-friendly explanations and hands-on training facilitated by a computer frame, ethernet cards and sample modems. Attendees learn to:

Identify USB ports, connect USB modems to the customer’s computer
Recognize ethernet cards (NICs) and connect to external modems
Help the customer (over the phone) check for an ethernet card and computer parameters needed for the telco's particular DSL modem
Walk through basic software installation for selected modems
Troubleshoot - understanding light systems on the modems you use
Prepare the customer for a premises visit by reviewing a list of needed equipment (e.g., a copy of their operating system) and steps to be completed. This saves installation time.

We provide a customized flowchart based on your modems to guide service reps when assisting customers. This practical approach gives non-technical staff the confidence and knowledge to answer customer questions and provide superior customer service. Since customer’s computers differ, we prepare employees to answer a variety of questions that arise. Service Reps with this DSL knowledge can assist the technical staff by answering questions and solving basic DSL problems. With more informed employees, customers receive quicker, more efficient service. Satisfied customers help your business grow through word-of-mouth advertising.

We build a team that is dedicated to customer service. Our Customized DSL Training also expedites all installations, whether it’s a CSI (Customer Self-Install) or a truck roll. This saves the company money and improves customer relations.

Course Content

DSL product training is combined with Selling Skills to create a complete package for your employees. The content provided in the product training plus Selling Skills normally requires two days to cover.

Note that for every class, we offer a repeat session at no additional charge to ease your scheduling requirements.

Course Content (Typical 2-day Class)

Day 1:

Morning Session - Current Happenings in the Telecommunications Industry and DSL Overview
Afternoon Session - Customized DSL Training, Part I

Day 2:

All Day - Selling Skills

Related Classes