Customer Service

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Jeffrey · December 16, 2025

Course Information

Course Instructor

Jeffrey Author

Customer Service Representative

The CSR Role

The CSR Role Quiz

Role as Lead CSR

Booking Rates

Phone Etiquette

CSR / Dispatcher Bootcamp

Inbound Call Scripts

Importance of scripts

Goal of scripts

Goal of scripts Quiz

Inbound Call Script Process Intro

Difference Between Scripted & Guided Communication

Difference Between Scripted & Guided Communication Quiz

Step 1 – Greeting

Step 1 – Greeting Quiz

Step 2 – Classifying the Call

Step 2 – Classifying the Call Quiz

Step 3 – Score Card

Step 3 – Score Card Quiz

Step 4 – Confirming Information

Step 4 – Confirming Information Quiz

Step 5 – Offerings & Promos

Step 5 – Offerings & Promos Quiz

Step 6 – Closing with Appreciation

Step 6 – Closing with Appreciation Quiz

Call Scoring, Tiers & Priority

Call Scoring

Call Scoring Quiz

Call Tiers Explained

Call Tiers Explained Quiz

Call Priority Based on Score / Level

Call Priority Based on Score / Level Quiz

How to Bump Calls

How to Bump Calls Quiz

Multi-Day Call Board

Multi-Day Call Board

Multi-Day Call Board Quiz

Why We Use It

Why We Use It Quiz

Customer Service Objections

Pricing Over The Phone

Pricing Over The Phone Quiz

Scheduling

Scheduling Quiz

Unhappy Customer

Unhappy Customer Quiz

Booking Time Frame

Booking Time Frame Quiz

Outbounding

Outbounding

Using Outbound Scripts

Using Outbound Scripts Quiz

Importance of Outbounding

Importance of Outbounding Quiz

Scrubbing Call Lists

Scrubbing Call Lists Quiz

Overbooking

Why We Overbook Our Call Board

Why We Overbook Our Call Board Quiz

How to Overbook

How to Overbook Quiz

Pre-Scheduling a Maintenance Call

Pre-Scheduling a Maintenance Call Quiz