As Seen on the...
Also featured at...
Online Success Group
in Contracting Business Magazine!

This exciting one-of-a-kind custom program allows you to create
customized sales and customer service scripts and then shows
you how to teach your people how to use them.

Also, NOW get a Bonus SKILLS TEST which will show you that
your team of professionals has mastered the material. Includes one
manual for employees and one for the manager.

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Created by Co-authors
Julie & Joe Crisara
Featured Speaker at
COMFORTECH 2005
In Nashville, TN

I Want a CSR Machine

PLUS! AS AN ADDITIONAL BONUS!
You get a CD with all the test and procedures you can modify
AND 30 minutes of free consulting with the author Julie Crisara


How many POST IT notes to you get from customers
who have a simplest little request for you that
Your Staff Could Have Handled but didn’t.

Was it because they weren't sure if you ever told
them or showed them? Or Is It Because They Are
Happy Letting You Do The Work, While They
Stand Around And Watch You Sweat?

Empower your team to take care of all aspects of
customer service for you. Your team will be shocked
that you cared enough to put in writing all the things
they needed to do to be successful at your company!

I Want Customer Service Force

"This Is Worth Thousands."
-Juan Cardona

I could have joined a success group for $24,000 and
still not gotten this level of implementation of successful principles needed to serve my customers the best way I can.

This is an easy step by step method that any contractor would love to have. Very few things that seem too good to be true are actually worth what they say they are. In this case, we got far more than we paid for. Thanks Julie.

Juan Cardona
JC Heating & Cooling
www.jc-heating-cooling.com


Juan Cardona
HVAC Contractor

This Program Will Save You Time
Can you imagine HOW MUCH TIME IT WOULD TAKE
to document everything from how to sell repair calls
to price shoppers to handling customer complaints
and everything else a CSR has to do?
WE HAVE, AND WE DID!
We have done all this for you and more.

Come And See Us Speak
LIVE IN PERSON!
Featured Speaker at
COMFORTECH 2005
In Nashville, TN

Here Is What You Get!

  • Two information packed written
    manuals on how to write scripts &
    procedures including job priorities.
  • A test you can give to your CSR on
    “how you do it here.”
  • A CD with all the forms, procedures
    & lists that you can use or modify.
  • AND 30 minutes of free consulting
    with the author Julie Crisara.

Order This Now!
So you can develop your elite customer service force today!

Empower My Team


100% Unconditional Money Back Guarantee!
My guarantee to you is simple. If you follow our step by step program and use this material, and you are not 100% completely satisfied with your results, I will refund all of your money!
ORDER NOW YOU CAN’T LOSE!

STILL NOT CONVINCED?
Take A Look Inside This Incredible “Outside the Box” Program
That Will Create Your CSR Machine.

Chapter 1 - Before You Get Started
• Reasons To Use Telephone Training
• Where Are You Now?
• What Will It Look Like When It's Done?
Chapter 2 - Company Facilities& Policies
• The Answering Room Environment
• Desks and Chairs
• Headsets
• Mirrors
• Phone Lines and Phone Systems
• Voice Mail Systems
• Personal Calls
• CSR Tools Needed
• Hiring, Recruiting and Pay
• The Help Wanted Ad
• Responding to the Ad
• The Job Seminar
• Recording Phone Calls
• Weekly Review

Chapter 3 - Writing And Using A Script
• Why Use a Script?
• Elements of a Good Script
• Building Your Script
• Using The Alternate Script
• Main Customer Service Script
Chapter 4 - 5 Day Training System
• The Hiring Check List
• The Training Schedule
• The Job Description Contract
Chapter 5 - Day One
• Introduction to Staff
• New Employee Paper Work
• Company Policies and Facilities Training
• Using the Alternate Script
• The Elements of a Good Script
• The Greeting
• The Sale
• Alternate Script
• Reasons to Use Your Company Script
• Phone Message Form
• Day One Checklist

Chapter 6 - Day Two
• The Phone System
• Gathering of Information
• The Close
• The Customer Quality Follow Up Script
• Day Two Checklist
Chapter 7 - Day Three
• Making Delay Calls
• Delay Call Script
• Making Reschedule Calls
• Reschedule Call Script
• Delay and Reschedule Sheet
• Learning and Using the Computer
• Putting Customers On Hold
• Reasons to Put Someone On Hold
• Handling Multiple Calls
• Day Three Checklist
Chapter 8 - Day Four

• Service Ticket Filing System
• Step 1 - Review Recommendations
• Ask If Work is to be Done Script
• Step 2 - Planned Service Agreements
• Step 3 - Sending Out Thank You Cards
• Filing Away the Tickets
• Day Four Checklist
Chapter 9 - Day Five
• The Final Exam
• Final Exam - Answer Key
Chapter 10 - Scripts & Forms
• Tune Up Call
• Repair Call
• Estimate Call
• Gathering Information
• Alternate Scripts
• Delay Script
• Reschedule Script
• Reasons to Hold
• Recurring Questions
• Job Application Status
• Ask For Work to be Done
• Referral Cards
• Thank You Cards
• Planned Service Cards
• Planned Service Flyer
• Resolving Customer Concerns
• 6 Steps to Resolving Customer Concerns
• Customer Concern Form

I Have Endured The Whole Pitch