Level 1 introduces new customer service representatives to the automotive glass industry and their vital role within a shop. This foundational training focuses on customer interaction skills, industry terminology, and the basics of scheduling and work order management. By the end of this level, participants will be able to confidently communicate with customers, use the correct auto glass language, and support technicians by scheduling and preparing jobs efficiently.
Course Details
- Introduction to the Auto Glass Industry
- Customer Service Excellence
- Auto Glass Terminology & Products
- Scheduling & Work Order Management
What Will I learn?
- Industry knowledge and CSR role clarity
- Professional communication and empathy skills
- Understanding of glass products and terms
- Confidence in handling scheduling and work orders
Outcome: Ability to confidently answer phones, schedule jobs, and use correct terminology when speaking with customers.
- Enseignant: Gary Hart
Level 2 builds on the foundation by equipping CSRs with professional skills that directly impact shop profitability and customer trust. This stage covers handling insurance claims, communicating deductibles, working with TPAs, and avoiding steering pitfalls. It also trains CSRs to confidently upsell additional services, cross-sell safety products, and represent their shop with integrity and professionalism. Graduates of this level are prepared to manage complex interactions while supporting both the customer and the business.
Course Details
- Insurance & Claims Processing
- Insurance coverage basics, cash vs. insurance, TPAs, documenting claims, deductible communication, avoiding steering traps
- Sales & Upselling Techniques
- Converting calls into jobs, selling repairs over replacements, upselling wipers/calibration, customer loyalty strategies
- Compliance, Ethics & Shop Representation
- Ethics, data privacy, compliance with insurance regulations, professional shop image
What Will I learn?
- Insurance and claims handling
- Sales and upselling strategies
- Compliance with regulations and ethical standards
- Strengthened shop reputation through professional service
Outcome: CSR can process insurance claims, handle deductibles, upsell services, and follow compliance/ethical guidelines.
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.
Course Details
- Technology Tools for CSRs
- POS/shop software, GlassPartMatch, AutoBolt, GPS/dispatch, CRM tools, text/email communication
- Safety & Customer Education
- Educating customers about ADAS recalibration, safe drive-away times, proper installation, warranties
- Capstone & Certification
- Role-play assessments (claims, complaints, upselling scenarios)
- Knowledge check & final exam
- IGA University Certification of Completion
What Will I learn?
- 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.