Phone interview first. They want to know how much you know about the company. I researched a lot and was told by the woman on the phone that I impressed her. She immediately told me on the phone that she would be moving me onto the physical interview. I prepared extensively for it, even more than what I already had prepared. Along with standard interview questions they have you read a script that depicts how you would answer the phone and explain the company. Also they show you the system they use to book appointments. I thought I did quite well but I wasn't offered the job. They set the bar really high for employment and tremendous emphasis is placed on customer service.