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Turn Every Call Into a Booked Job

Transform your CSR team with the Booked Solid CSR Training — learn to convert, build trust, and boost revenue.

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About the Course

The Booked Solid CSR Training Program by Coronado Home Service Institute helps customer service teams master communication, control the call, and increase booking rates through proven frameworks and empathy-driven strategies.

What’s Included in Course

11 Professionally produced training sessions with new sessions added quarterly

Summary Guides for quick reference for each topic/session

Best practice script examples, frameworks and suggested lines for each topic

Course Topic Overview

The Booked Solid CSR Mindset: Owning Your Role

  • The Mindset that makes a stellar first impression with empathy and excellent tone.
  • Overview of the client experience, where their common resistance behaviors come from and what they look like
  • How to adopt and maintain a winning mindset

Greeting & Rapport: Relationships Matter

  • A unique greeting that sets companies apart and helps control the call
  • Relationship building techniques for an elevated client experience

Booking Information: What You Need on Every Call

  • The information needed to book the call and make the most out of the call and the client experience
  • Ensuring the right information is gathered for company efficiency and creating structure for the technician visit to maximize revenue

Discovery Questions: How to Get the Right Information

  • Comprehensive discovery questions to get accurate information quickly to prioritize ad book the call properly
  • Ensure the technician is meeting with the right person and under the right structure to maximize efficiency and closing

Setting Expectations: Painting a Clear Picture

  • Why setting expectations is game changing for you and the client
  • The 4 key expectations to set on every call
  • How this skill reduces anxiety, builds trust and boosts conversion like nothing else

Building Value: Booking Like a Boss

  • How to build value and sell the benefit of the appointment for maximum booking
  • How to keep and save bookings that have to wait for service when the company is busy

Client Questions: Answering on Your Terms

  • A 3-step framework to answer any client question without losing the booking
  • The most common questions asked that lose calls for the majority of companies
  • What to say to book those calls and keep them without giving too much or incorrect information

Client Questions: “How Much for X ?” & “How Much per Hour?”

  • What these questions really mean and why clients ask them
  • How to respond using the 3-step framework and still book the call

Client Questions: “How Fast Can You Be Here?” & “Do You Do Free Estimates?”

  • Where these questions come from and how they tell you what the client values
  • How to answer using the 3-step framework and maintain control of the call
  • How to set boundaries with clients to make sure your techs time is not wasted

Service Call Charges: How to Label and Use Them

  • How to book a call even with a service call charge for clients that don’t initially want to pay for the visit.
  • What to label the charge and how to frame the visit to maximize value and booking potential.

Dispatching: Turning Dispatch Into a Profit Center

  • How to Dispatch for profit to ensure maximum closing, highest average ticket, growing revenue and a stellar client experience.

Special Bonus Material ($ 1,499 Value Included):

BONUS Implementation Support + 90-Day Team Check-In Calls

We don’t just hand you the training — we stay with you. Includes support calls to get your team launched and a 90-day follow-up to assess progress and maximize results

BONUS Guided Worksheets + Answer Keys

Helps your team absorb the material and apply it to real situations

BONUS Practice Activities for Every Session

Designed for role playing and real world skill building – including customization tips for your specific company

BONUS Leadership Review Rescue Series

Training for Leadership on how to handle 1-star reviews – and turn them around with a proven 80 % + success rate

Ready to build a high-performing
team that delivers results?

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Contact us

Phone

(520) 329-1973

Email

andrew@chsitraining.com

Address

14151 N Silverleaf Lane, Marana, AZ 85658