NCSG CSR 360° 

CSR 360° is a comprehensive, virtual class for customer service representatives in the chimney industry.

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. 

If you want fewer fires, better results, and an office that drives growth instead of reacting to problems, this is the class for your customer service reps! Your field team can't carry the business alone; let's build the office that supports them. 

"Since taking the CSR 360° course, I have seen so much growth in my ability to successfully book customers. My booking rate is consistently higher than it was before I started working with Lauren. She gives concrete tools and steps that I was able to put into place and utilize on a daily basis."  

– Joanna Bening, Rooftop Chimney Sweeps

Class Summary

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.

Logistics

The National Chimney Sweep Guild offers a variety of in-person and virtual CSR 360° classes throughout the spring and summer. 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. 

Pricing

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. 

All attendees need an account to register. If you are a new user or non-member, follow the prompts for "New User" to create an account to register.

Instructor 

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. 

Class Format

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.