Training that teaches your team, not talks at them.
Two twelve-week tracks built for home service CSRs and dispatchers. Watch the week's module, pass the check, then practice live with real calls, real records, and real boards. Less lecture — more skill.
Registration is for active SmartService members only.
- Included with membership
- Every member company gets full Academy access.
- No seat limits
- Enroll every CSR and dispatcher you have. Same price.
- Fall cycle starts Sept 23
- Rolling enrollment — join any time, make up missed weeks next cycle.
Every week has the same three parts.
Watch the module
A pre-recorded training module your learner watches on their own schedule. No blocking an hour of the workday for a lecture.
Pass the knowledge check
A short quiz confirms the concept landed. Some questions ask what they'd actually say or do — those are read by a person, not scored by a machine.
Practice in the live lab
Passing unlocks that week's Zoom session — and it's practice, not a repeat of the recording. Real calls, real records, real boards. Learners defend their decisions out loud.
The Zoom lab is where the work happens: role plays, dispatch board reviews, and live application of that week's material to your business, your people, and your setup. Learners keep the recorded module, slides, and lab scenarios — plus a desk reference where the work genuinely earns one.
Twelve weeks. One skill at a time.
Every week teaches something your learner can do differently tomorrow — not just something they now know. Pick a track to see the shape of it.
- Week 01
Record and Follow-Through
Where opportunity disappears through thin records and dropped follow-up. Which unbooked or canceled calls earn a second touch — and which stay closed.
- Week 02
The Call, Part 1
Greeting, listening and empathy, verifying the customer in ServiceTitan, and discovery — built around callers who don't present the problem cleanly.
- Week 03
The Call, Part 2
Explaining the fee, offering appointment options, recapping, and finishing a record the field can actually use. Tight availability and fee resistance included.
- Week 04
Handling Objections
Tell an objection from a real constraint, confusion, or a trust problem. Practice runs past the first response, because the first response rarely settles it.
- Week 05
Hard Conversations
The caller is angry or feels failed by the company. Validate what's fair without agreeing to unverified facts — and know what belongs to a manager.
- Week 06
Cancellation Saves
Find out why they're canceling, address it when it can be addressed, and cancel cleanly when the answer is still no.
- Week 07
Upselling, Part 1: Reading the Call
Recognize a relevant adjacent need and earn permission to explore it — including the calls where the right move is saying nothing at all.
- Week 08
Upselling, Part 2: Membership & Trade Plays
Membership and cross-trade offers based on what the customer actually said. Relevance beats volume; stopping after a clear no is part of the skill.
- Week 09
Outbounding and Recovery
Organize recovery work across unbooked calls, cancellations, happy calls, and second-chance opportunities. Prioritize by what's realistically recoverable.
- Week 10
The Sold Job
Handle sold work cleanly: deposit or signature, correct booking, tagging and handoff, and clear next steps. Sold work still dies in the handoff.
- Week 11
Specialty Calls
After-hours emergencies, landlord/tenant calls, and recurring service follow-up. Learners practice knowing where their authority stops.
- Week 12
Owning the Desk & Making the Case
Daily and slow-time priorities, awareness of their own numbers, and bringing a company-level problem to leadership as evidence and a proposal.
The scripts, ServiceTitan walkthroughs, practice scenarios, and process detail live inside the active engagement. Some material needs owner or manager backing to take effect — we teach that as a case to bring to leadership, never as quiet homework.
Two cycles a year. Join whenever you're ready.
The Academy runs in spring and fall cohorts — the fall cycle kicks off the week of September 23rd. Enrollment is rolling, so team members can join at any time and make up missed modules in the next cycle. New hire in week 9? They start this week, not next spring.
Access is included with SmartService membership with no seat limitations. We're also building a standalone paid training series for non-members — stay tuned.
Ready to get your team enrolled?
Members can register their team right now. Not a member yet? Book a discovery call and we'll walk you through what the Academy looks like for your shop.
Registration is for active SmartService members only.