CSR training that decides whether the marketing dollar pays off.
The CSR is the first human voice your marketing budget ever meets. We build the skills that turn that voice into booked jobs through structured call flows, objection handling, cancellation saves, and proactive outbounding that captures revenue most shops leave sitting in ServiceTitan.
Module-based training on your schedule, live practice every week.
Each learner gets a login to the SmartService Academy Portal with their full module library.
Watch pre-recorded modules on your own time. No need to be live for the core teaching.
A short quiz after each video confirms the concept landed and unlocks the weekly live session.
Discussion, role-play, and Q&A. Format varies by topic so practice matches the material.
Video-first delivery means your team learns at their own pace instead of blocking an hour every week for lecture. The live sessions become what they should be: practice, coaching, and real questions from real calls, reinforced by on-the-job work with your supervisors.
Ten modules, taught once, reinforced until they're second nature.
The full frameworks, scripts, and decision trees live inside the active training experience. Here's the shape of what your team walks through.
- Module 01
Inbound Call Booking
The eight-step call flow, ServiceTitan booking tools, and the tough-call playbook that turns pricing questions, brother-in-law objections, tenant calls, and warranty callbacks into booked jobs.
- Module 02
Handling Objections
A structured framework (Acknowledge → Educate → Ask) that turns pushback into permission to keep the conversation going, without sounding scripted or pushy.
- Module 03
Cancellation Save Process
Reframes cancellations as advocacy, not sales. CSRs learn to clarify the real reason, offer specific alternatives, and gracefully accept a final no while keeping the door open.
- Module 04
CSR Outbounding
A daily outbound routine that fits around inbound demand: happy calls, membership follow-up, recurring service cadence, and an activity tracker that makes the work visible to leadership.
- Module 05
Unbooked Call & Canceled Job Recovery
The Second Chance Leads process for catching the revenue that most shops leave sitting in ServiceTitan, with a repeatable workflow instead of guilt-driven callbacks.
- Module 06
Upselling & Value Tools
Value building without slime. The mindset, language, and spiff-tracking that turn every booking into an opportunity for the customer to get more from the visit.
- Module 07
Sold Job Process
The handoff from CSR to install/service coordinator that keeps sold jobs from falling through the cracks between departments.
- Module 08
Record Management & Documentation
The clean-record habits that make dispatch, techs, and accounting stop chasing the CSR desk for missing information.
- Module 09
CSR Daily Checklist & Slow-Time Tasks
A start-to-end-of-shift rhythm plus a slow-time task menu, so the desk stays productive when the phones are quiet.
- Module 10
Specialty Call Scenarios
After-hours emergencies, landlord/tenant situations, and recurring-service follow-up. These are the calls that break less-prepared CSRs.
Ready to see what your CSR desk is capable of?
Every shop we work with has hidden revenue in the way calls are being handled today. A discovery call is the fastest way to see it.