CSR Mastery

  • Technology, advanced customer education, and certification

CSR Mastery

Technology, advanced communication, and customer education
$349.00

Level 3 transforms CSRs into fully certified professionals with advanced skills in technology, customer education, and safety communication. Participants will learn to leverage modern shop management tools, VIN/part matching systems, and CRM platforms to enhance efficiency and accuracy. They’ll also be trained to educate customers about ADAS recalibrations, safe drive-away times, and warranties—key areas that build customer confidence and protect shop liability. This level concludes with a capstone assessment including role-play scenarios, knowledge checks, and certification.

  • Instructor:Gary Hart
  • Duration:6–8 Hours Total
  • Language:English
  • Required Level:N/A
  1. Technology Tools for CSRs
    • POS/shop software, GlassPartMatch, AutoBolt, GPS/dispatch, CRM tools, text/email communication
  2. Safety & Customer Education
    • Educating customers about ADAS recalibration, safe drive-away times, proper installation, warranties
  3. Capstone & Certification
    • Role-play assessments (claims, complaints, upselling scenarios)
    • Knowledge check & final exam
    • IGA University Certification of Completion
  • Mastery of shop software, POS, and glass part tools
  • Advanced customer education on safety and ADAS
  • Confidence in handling complex or escalated cases
  • Certified CSR credential to enhance professional standing

Outcome: Graduates become certified CSRs with advanced knowledge of auto glass operations, insurance, customer education, and technology, making them key contributors to shop growth and professionalism.