Virtual (Google Meet)
Our virtual CSR 360° class on April 29-30, 2026 offers the training your team needs without the added travel time and costs!
CSR 360° is built for the people answering your phones and shaping your customer experience every single day. This class goes beyond phone etiquette; we focus on how to qualify the call, control the conversation, set expectations, prevent scheduling disasters, and book the right work.
Your customer service representatives learn frameworks, scripts, and decision-making tools they can use immediately, especially when they're dealing with price shoppers, anxious homeowners, angry callers, or vague "I just need a sweep" requests that are actually leak and repair jobs in disguise.
Upon completion of the two-day class, attendees will be better equipped to perform the essential tasks of the everyday CSR. This is a comprehensive, in-depth dive into the customer experience, the eight most important CSR skills, soft skills, the four types of customers and how to book them, systems and processes every office must have, how to write a job description, how to write a SOP, the importance of documentation, problem solving, phone skills, active listening, how to disagree with your boss, Parsons Law, phone scripts, phonetics, dealing with the angry customer, the elevator pitch, online chats, utilizing your CRM, online reviews, case scenarios, knowing your personality, and much more. Participants will engage in group activities designed to open their eyes to new methodologies and explore their biases.
CSR 360° is a two-day, virtual class held over Google Meet. Both days will begin at 8:00 am CT and end at 4:00 pm CT with a 30-minute lunch break and a few 10-minute breaks throughout each day. A workbook and syllabus will be emailed prior to the class.
If your company is a National Chimney Sweep Guild member, registration is $499 per attendee.
The non-member rate is $599. Join the Guild today to enjoy discounted registration! Membership dues are prorated based on the calendar date.
🚨 Registration closes on Friday, April 24, 2026.
The instructor for the class is Lauren Turnock on behalf of the National Chimney Sweep Guild. Lauren is the Head of Resources for Rooftop Chimney Sweeps in Virginia Beach, Virginia. If you have questions about the class content, you can reach Lauren at lauren@rooftopchimneysweeps.com or 757-513-3186.
This class is NOT a lecture. The foundation of this class is the interactive group work and dialog between attendees. Attendees should expect to talk and share their own professional experiences.