📞 The Complete CSR Training Package

Video Training • SOP Guide • Call Scripts • Knowledge Test + Answer Key

🏆 Why CSR Training Matters

Your CSRs (Customer Service Representatives) are the front line of your business. Every phone call is either an opportunity or a missed sale. Without a proven system, those calls can result in:

• Lost revenue

• Frustrated customers

• Poor technician routing

• And reviews that never come…

The Complete CSR Training Package was created by HVAC professionals and proven in the field — specifically designed for HVAC, plumbing, and service-based contractors who want higher booking rates, smoother dispatching, and better customer experiences.

💼 Stop Leaving Money on the Table

Transform your front office into a revenue-driving machine with this step-by-step training system for HVAC CSRs and Dispatchers.

This isn’t just a call script or a checklist — it’s a field-tested communication and conversion framework that:

• Teaches your CSRs how to confidently handle every inbound call

• Eliminates common mistakes that cost you jobs

• Boosts revenue and efficiency without the stress

📈 Built around a proven SOP used by top-performing service companies, this training walks CSRs through every phase of the call — from answering within 3 rings to tagging "10+ year systems," setting priority levels, and properly scheduling high-value jobs.

📦 What’s Included in the CSR Training Package

✅ Step-by-Step SOP – Real-world CSR & Dispatcher Standard Operating Procedure (SOP)✅ Full-Length Video Training – Covers tone, scripting, scheduling, priority setting, and handling objections✅ Customizable Call Scripts – Includes dispatch fee talk track, diagnostic fee language, and booking phrasing that works✅ Knowledge Test + Answer Key – Validate your team's learning and reinforce accountability✅ Quick Reference Sheets – Equipment age tagging, priority levels, and real-time scheduling logic

🚀 Results You Can Expect

✅ Higher booking rates – More calls converted into revenue-producing jobs✅ Higher average tickets – Better technician routing = more upsell and efficiency opportunities✅ Consistent performance – Every CSR follows the same high-performing process✅ Fewer mistakes – No more forgetting dispatch fees, skipping notes, or mishandling 10+ year old systems✅ Better customer experiences – Professional, clear, and confident communication✅ More 5-star reviews – First impressions set the tone

🔑 Why This Training Works

This is not theory or fluff. It was built by a contractor who scaled a service company past $15M, and it's been field-proven across dozens of real-world teams. Every line of the script and every call flow step has been refined through repetition, feedback, and results.

Whether you're onboarding a new CSR or standardizing your current team, this system will deliver day-one impact.

📈 Who This Is For

• HVAC, Plumbing, or Electrical Companies

• Contractors with In-House Office Staff or Call Centers

• Growing Shops Who Want Repeatable Systems

• Owners Tired of “Wing-It” Call Handling

• Managers Training New Hires or Needing Consistency

🔥 What Your Team Will Master

🎙️ Answering Calls with Confidence

• Scripted greeting, listening framework, hold etiquette

• The right way to set the tone in the first 15 seconds

🛠️ Proper Customer Lookup & Info Collection

• Verify contact details, history, source, and age of equipment

• CRM tagging for 10+ year systems that signal upgrade potential

🚦 Priority Setting for Smart Dispatching

• Use color-coded logic (Red = High, Yellow = Medium, Green = Low)

• Maximize technician time and reduce bottlenecks

📆 Scheduling With Control

• Never ask: “When do you want to schedule?”

• Always offer options and control the flow

💵 Dispatch & Diagnostic Fee Talk Tracks

• Clear, professional explanations that prevent objections

• Never quote repairs — always guide customers the right way

📢 Maintenance Plan Pitches

• Offer value-added options to lower future service costs

• Track customer interest and notes for tech follow-up

🎓 Certification Test Included

• 15–20 multiple choice and scenario-based questions

• Reinforces call flow, scripting, tagging, scheduling, and objection handling

• ✅ Answer key included for managers

🧩 SEO Keywords Naturally Embedded

• CSR training package

• HVAC CSR training

• Call scripts for service contractors

• Customer service SOPs for HVAC & plumbing

• Improve booking rate HVAC office

• Dispatcher training for field service

• HVAC office training with test

✅ Ready to Deploy

You’ll receive:

• 📺 On-demand training video

• 📝 Editable SOP & script templates

• 📄 Printable knowledge test + answer key

• 💡 Quick-reference cheat sheets

💬 Final Pitch

With the Complete CSR Training Package, you’re not just training your team —you’re installing a system that books more calls, reduces stress, and grows your business.

👉 Train smarter. Book more jobs. Grow faster.