Course curriculum

  • 1

    Section 1: Welcome to Apollo Scooters!

    • Every story has a beginning... this is ours!

    • Mission and Values

    • Where We Are Today...

    • Section1: Quiz
  • 2

    Section 2: Navigating our Website + Products

    • Website Tour

    • Scooter Lingo: Your Quick Guide to Understanding Scooters

    • Apollo City

    • Apollo GO

    • Apollo Explore 2.0

    • Apollo Phantom 2.0

    • Apollo Air (Discontinued)

    • Apollo Pro (Discontinued)

    • Apollo Phantom V2/V3/V4 (Discontinued)

    • Legacy Models (Discontinued)

    • Apollo Product Specs Sheet - Summary

    • Spare Parts, Upgrade Kits & Accessories

    • Product Quiz

    • Assignment: Scooter Specs Onboarding Spreadsheet
  • 3

    Section 3: Our Marketing

    • Who are our customers?

    • Our Dealers, Wholesalers and Distributors

    • Our Financing Partners

    • Apollo Amplified: Our Rewards Program

    • Stamped: Our Loyalty Platform

    • Marketing: Quiz
  • 4

    Section 4: Our Policies

    • 12 Month Limited & Frame Warranty

    • Ship+ Policy

    • 3 Month Limited Warranty: OB/Refurbished Scooters

    • Returns-Cancellations-Exchanges

    • Policies: Quiz
  • 5

    Section 5: Apollo's Supply Chain

    • Fulfilment and Shipping Information

    • Supply Chain and Inventory Management

    • ShipEdge for CX

    • Courier Investigations & Claims

    • Supply Chain: Quiz
  • 6

    Section 6: Repairs & Service Locations

    • Intro to Repairs and Servicing

    • Apollo Hubs

    • Apollo Certified Shop

    • How to Submit a Self-Repair claim?

    • Create an Airtable card to log a shipped repair being sent to the KS or VAN hub.

    • Best Buy Repairs

    • Repairs/3PS: Quiz
  • 7

    Section 7: Our Scooter Software

    • Apollo App

    • SA ( Scooter Analytics) Dashboard
  • 8

    Section 8: Our Resources (Live session)

    • Shopify: The All-In-One eCommerce Platform

    • Gorgias: Emails & Phones

    • Guru: Our Single-Source-Of-Truth

    • Notion: Keeping Track Of All Things Work

    • Slack: How We Stay Connected

    • Loop: Returns Platform

    • Mahalo Warranty Claims Platform
  • 9

    Section 9: CX Essentials

    • How does CX make or break a company?

    • Why are reviews so important to us?

    • Customer Sensitivity Grid

    • CX Escalation Diagram

    • Apollo Scooters CX Specialist - A day in the life

    • Crafting the Perfect Customer Email

    • Handling Tough Customers

    • Our Metrics/KPI's and why they are important

    • Section9: Quiz
  • 10

    Section 10: Technical Knowledge

    • Apollo Go - Technical Troubleshooting

    • Apollo City - Technical Troubleshooting

    • Apollo Phantom 2.0 & Explore 2.0 - Technical Troubleshooting

    • How to diagnose a Battery issue

    • Motor & Controller - Troubleshooting Guide

    • Tire Troubleshooting guide

    • General Speed Wobbles Guide

    • Error codes

    • Troubleshooting & Escalation Guidelines