CSR Series Course
Every Call Is an Opportunity. Yet, Not Every Call Gets Booked.
A six-week online course built to give your CSRs the skills to book more of the right calls with confidence, clarity, and no pressure.
At a Glance
- Six-week online course for customer service representatives
- Weekly live sessions, built around real inbound-call scenarios
- For CSRs at residential home-service companies — new hires through veterans
- Outcomes: higher booked-call rate, fewer cold calls after the price question, consistent call quality across the team
- Investment: $3,371 Seat Holder / $3,966 Standard, per company, per course
The Call Is the First Moment of Truth
Before a tech ever pulls into the driveway, your customer has already formed an opinion about your company.
It happened on the phone.
The way your CSR answered. The way they handled the first question. The way they responded when the customer pushed back on price. That’s your brand in action. Every single call.
A CSR who books confidently and communicates clearly doesn’t just fill the schedule. They set the tone for the entire customer experience that follows.
This course is built around one outcome: more calls booked by a team that knows exactly how to get there.
What the CSR Series Is
A six-week online course for customer service representatives at residential home-service companies. The people answering the phone, booking appointments, and representing your brand on every inbound call.
Each course in the series goes deep on one high-value skill set. This first course is foundational. The skills of booking the call, from the first hello to the confirmed appointment.
Format: Weekly live-online sessions
Duration: Six weeks
Pricing: Per company, per course
What Gets Covered, Week by Week
1
The Anatomy of a Great Call
Every booked call follows a pattern. This session maps the full arc, from greeting to confirmed appointment. Your CSRs learn what a great call looks like. Where most calls break down. And what their job actually is from the moment they pick up the phone.
2
Tone, Pace, and Presence
What your CSR says matters. How they say it matters more. This session covers the communication skills that don’t show up in a script: the tone that puts a stressed customer at ease, the pace that keeps a call moving, and the presence that makes a customer feel like they called the right company.
3
Handling the Price Question
“How much will it cost?” is the most common question a CSR fields. It’s also the most mishandled. This session teaches your team how to respond honestly and confidently. Without quoting a number, they can’t stand behind. And how to frame the value of sending a tech before the customer decides not to.
4
Overcoming the Most Common Call Objections
“I’m just getting prices.” “I’ll call you back.” “The last company charged half that.” This session covers the objections that kill bookings before they happen. And the responses that keep the conversation going without sounding scripted or pushy.
5
Rescuing the Stalled Call
Some calls don’t end with a booking. They end with a “maybe.” This session teaches your CSRs how to recognize when a call is stalling. What to do before the customer hangs up. And how to follow up in a way that brings the job back without being aggressive.
6
Master Class: The Full Call
A full integration session. Participants work through live role-play scenarios that cover the entire call. Greeting. Value framing. Objection handling. Booking confirmation. The focus is on consistency: running the same great call whether it’s the first call of the day or the thirtieth.
What Your CSRs Will Be Able to Do by Week 6
A CSR who finishes this course doesn’t wing it. They have a clear process for every call. One they can run consistently, confidently, and without sounding like they’re reading from a card.
What that produces, in our experience:
- A higher percentage of inbound calls that turn into booked appointments
- Fewer calls that go cold after the price question
- A team that represents your brand the same way on every call
- Customers who feel taken care of before a tech ever shows up
Who This Is For
The CSR Series is the right fit if:
- Your booked-call rate isn’t matching your lead volume
- One CSR on your team is great, and the rest are inconsistent
- You have new CSRs who need a real framework beyond the basic call script
- Your CSRs book well on easy calls, but lose customers when it gets complicated
- You listen to call recordings and know something needs to change, but aren’t sure where to start
Who it’s not for: CSRs already running a consistent, documented call process on every inbound call.
Investment
Manager Series Course
Seat Holder
$3,371
per company
Growth Table member pricing
Standard
$3,396
per company
Non-member pricing
Seat Holder pricing is available to Growth Table members (Growth Group and Growth Partner). If your company isn’t in the Growth Table yet, you’ll pay the Standard rate. You can explore the Growth Table to see if membership makes sense for your business.
Frequently Asked Questions
We already have a call script. Will this conflict with it?
No. This course builds the judgment and communication skills that make a script work. Not a replacement for it. A CSR with great skills and a good script is more effective than either one alone.
Our CSRs are busy. Can they keep up with a six-week course?
One live session per week, built around the phones. The format is designed for working CSRs, not a full day pulled off the floor. The skills are applied to real calls between sessions. That’s where the real improvement happens.
What’s the participant limit?
Up to 12 participants per sprint. If you have more than 12 people who need the same training, we’d suggest either running two separate sprints or exploring whether the open-enrollment series works for part of the group.
How is this different from just listening to call recordings together?
Call recordings show you what happened. This course teaches your team what to do differently. Both are useful. If you want an objective outside read on your current call quality before or after training, take a look at our CSR Call Evaluation.
Will there be more CSR Series courses?
Yes. Each course in the CSR Series goes deep on one skill set. Future courses will cover other areas of the CSR role. This is the foundational one. The right place to start.
Also Worth Looking At
- CSR Call Evaluation — an objective outside review of your current call quality
- Tech Series Course — so the experience your CSR books matches the one your tech delivers
- Dedicated 6-Week Skill Sprint — a private course run exclusively for your company
Ready to Book More of the Calls You’re Already Getting?
No pitch. No pressure. A clear next step based on your current needs.
