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Build It To Sell It Culture

Stop Losing Customers: Why CSR Training is Your Secret Growth Weapon

📅 March 18, 2026 ⏱️ 35:22 🎤 Lance Bachmann, Brickham

Chapters

Click to jump to section

  • 0:00
    The CSR Training Gap
    Lance and Brickham highlight the common disparity in training given to technicians versus CSRs, leading to high turnover and missed opportunities.
  • 3:14
    Power Selling Pros' Approach
    Brickham explains how Power Selling Pros coaches CSRs and technicians, monitoring calls and providing personalized coaching to improve performance.
  • 11:58
    Valuing the CSR Role
    The discussion pivots to why many companies undervalue CSRs, often seeing them as replaceable, despite their crucial role in customer acquisition and experience.
  • 18:03
    The Impact of CSR Training
    Brickham shares how proper CSR training, incentivization, and coaching lead to significantly higher booking rates and business growth.
  • 27:53
    AI vs. Human Connection
    The hosts debate the role of AI in customer service, agreeing that while AI handles quick responses, it cannot replace the human connection and empathetic experience a trained CSR provides.
  • 36:14
    CSRs as Experience Makers
    They emphasize that CSRs are not just call bookers but experience creators who can upsell services and make customers feel valued, leading to higher retention.
  • 42:57
    Personal Growth and Faith
    Brickham shares his personal philosophy on balancing physical, mental, and spiritual well-being, crediting faith and a supportive network for his success.
  • 48:04
    Networking and Personal Development
    The conversation touches on the importance of surrounding oneself with positive, growth-oriented individuals and the challenges of leaving behind those who don't support personal development.

Speakers

L
Lance Bachmann
Host
B
Brickham
Power Selling Pros

Key Takeaways

✦

Invest as much in training your CSRs as you do your technicians; neglect leads to high turnover and missed revenue.

✦

Implement a robust CSR coaching program, ideally one that monitors and coaches using actual call recordings, to significantly improve booking rates.

✦

Incentivize your CSRs with performance-based pay, like bonuses for service agreements sold, to motivate them and reduce turnover.

✦

Recognize CSRs as crucial 'experience makers'; their initial customer interaction sets the tone for future sales and retention.

✦

Leverage AI for immediate lead response for web forms and social media, but prioritize human CSRs for personalized interactions that build trust and rapport.

✦

Actively build and maintain a network of mentors and peers who encourage continuous personal and professional growth.

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