Client Services Representative Client Services Representative (CSR) Training Program(CSR) Training Program

A to Z On Becoming A Client A to Z On Becoming A Client Services ProfessionalServices Professional

1. Starting With The Right Attitude1. Starting With The Right Attitude

There is only one type of attitude There is only one type of attitude that is correct in serving the public.that is correct in serving the public.

The attitude of a servant serving a The attitude of a servant serving a Master where mutual respect is Master where mutual respect is established. established.

Your Master (Client) is someone you Your Master (Client) is someone you demonstrate respect for with the first demonstrate respect for with the first contact, and it is expected to always contact, and it is expected to always be mutual…be mutual…

The Assumption…The Assumption… Of course you must assume that the Of course you must assume that the

client you are going to see is going to client you are going to see is going to be willing to reciprocate in a be willing to reciprocate in a professional relationship.professional relationship.

Because of the nature of clients we are Because of the nature of clients we are developing with ClubAtlan, and the developing with ClubAtlan, and the Atlan Checkpoint program, we hope Atlan Checkpoint program, we hope this is the case most of the time.this is the case most of the time.

The key is for YOU to start the The key is for YOU to start the relationship on the right foot!relationship on the right foot!

Get The Attiude Right FIRSTGet The Attiude Right FIRST If in your first or second contact with If in your first or second contact with

the Client, you find that they are not the Client, you find that they are not demonstrating respect for you, you demonstrating respect for you, you must stop what you are doing, and must stop what you are doing, and either get the relationship right – or either get the relationship right – or apologize, and leave.apologize, and leave.

Lets give this client to someone else Lets give this client to someone else if you cannot get their attitude right.if you cannot get their attitude right.

You’re ResponsibleYou’re Responsible You’ve heard that your attitude is what You’ve heard that your attitude is what

you make of it… Its your choice.you make of it… Its your choice. And that is in fact very true.And that is in fact very true. But in this case, you are also But in this case, you are also

responsible for developing the right responsible for developing the right attitude relationship with the Client.attitude relationship with the Client.

That requires your managing their That requires your managing their attitude as well.attitude as well.

Your success is dependent on this Your success is dependent on this client relationship having a good ‘tude’.client relationship having a good ‘tude’.

2. Plan Your Work2. Plan Your Work To be effective in managing any To be effective in managing any

type of business or personal project, type of business or personal project, you must:you must:

1.1. ““Plan Your Work”Plan Your Work”2.2. ““Work Your Plan”Work Your Plan”

This usually means taking notes This usually means taking notes until you are able to build a routine.until you are able to build a routine.

If you take your notes on this If you take your notes on this course, you will be able to make course, you will be able to make your first Atlan plan.your first Atlan plan.

An Effective PlanAn Effective Plan

Takes into consideration the value of Takes into consideration the value of your time – which used properly with your time – which used properly with us, will be considerable!us, will be considerable!

Takes into consideration all of your Takes into consideration all of your obligations and commitments obligations and commitments required to complete your goal.required to complete your goal.

Considers all the alternative ways in Considers all the alternative ways in which you can accomplish these which you can accomplish these things and which is the best for you.things and which is the best for you.

A Good Plan ExampleA Good Plan Example As a new CSR, my goals are to:As a new CSR, my goals are to:

• Earn as much money as possible by:Earn as much money as possible by: Doing as many Checkpoint Reports as possible.Doing as many Checkpoint Reports as possible.

• All while doing as professional a job as All while doing as professional a job as possible,possible,

• With the tools and resources I now have.With the tools and resources I now have. After I take inventory of what I have, I After I take inventory of what I have, I

realize I am ill equipped.realize I am ill equipped. But I have no money with which to But I have no money with which to

equip myself effectively in the equip myself effectively in the beginning, so I must base my initial beginning, so I must base my initial plan on all these ideas.plan on all these ideas.

The Initial PlanThe Initial Plan Based on these considerations, I have Based on these considerations, I have

decided to set a small budget which I will decided to set a small budget which I will need to equip myself to do this job more need to equip myself to do this job more effectively.effectively.

I will then work the first Atlan Checkpoint I will then work the first Atlan Checkpoint reports by myself, using paper printouts reports by myself, using paper printouts from the Atlan website until I can earn the from the Atlan website until I can earn the needed money.needed money.

At $ 45.00 per report, I believe I can At $ 45.00 per report, I believe I can advance as soon as I have completed and advance as soon as I have completed and been paid for 12 reports. ($ 540.00)been paid for 12 reports. ($ 540.00)

Implementing Step 1Implementing Step 1 I began by printing out the report blank I began by printing out the report blank

from the site and making 20 copies of it from the site and making 20 copies of it for myself and I studied the report for myself and I studied the report blank carefully.blank carefully.

I quickly realized that it was going to be I quickly realized that it was going to be difficult to write down serial #’s and difficult to write down serial #’s and model #’s at the same time as I am model #’s at the same time as I am looking at them, so I think that help looking at them, so I think that help could be a really good idea.could be a really good idea.

Adjusting As NecessaryAdjusting As Necessary I revised my budget up to 15 initial I revised my budget up to 15 initial

reports, and agreed to pay 18 year old reports, and agreed to pay 18 year old David from next door $ 10.00 from David from next door $ 10.00 from each report if he will come with me, each report if he will come with me, read all the information to me clearly read all the information to me clearly so I can write it down. He agreed.so I can write it down. He agreed.

I added that he would also need to I added that he would also need to read it to me again later when I get read it to me again later when I get back home and have to type it into the back home and have to type it into the data portal on the Atlan.com website.data portal on the Atlan.com website.

The First AppointmentsThe First Appointments I found that as a newly qualified CSR in I found that as a newly qualified CSR in

an area where I was needed meant that an area where I was needed meant that I had all the work I could handle as soon I had all the work I could handle as soon as I logged in.as I logged in.

I selected five (5) clients from the zip I selected five (5) clients from the zip codes closest to me in the ‘codes closest to me in the ‘Available Available For DispatchFor Dispatch’ database, claimed ’ database, claimed them, and got on the phone to make them, and got on the phone to make appointments for the next day or two. appointments for the next day or two.

Working The PlanWorking The Plan

After I had appointments set up over the After I had appointments set up over the next three days, I went back into claim next three days, I went back into claim some more so I could try to fill up these some more so I could try to fill up these days depending on when the clients could days depending on when the clients could be available to meet with me.be available to meet with me.

I setup 12 appointments in 3 days for David I setup 12 appointments in 3 days for David and I to go visit.and I to go visit.

I put together a kit for carrying with me I put together a kit for carrying with me including multiple copies of the Property including multiple copies of the Property Forms, Pencils, and a flashlight for David to Forms, Pencils, and a flashlight for David to see those small numbers in dark corners.see those small numbers in dark corners.

The First ReportThe First Report I had allowed for up to an hour for the first I had allowed for up to an hour for the first

report, but by the time I drove all the way report, but by the time I drove all the way out to this home, introduced myself, took out to this home, introduced myself, took notes on the clients questions, and notes on the clients questions, and apologized for being new, we were 40 apologized for being new, we were 40 minutes into the hour before I filled in the minutes into the hour before I filled in the first field on the form.first field on the form.

This was not a good start.This was not a good start. Once David and I got going though we Once David and I got going though we

quickly developed a rhythm and finished quickly developed a rhythm and finished the first report 20 minutes later.the first report 20 minutes later.

Evaluating The First ReportEvaluating The First Report We had almost an hour now before the We had almost an hour now before the

next appointment, so we went to a local next appointment, so we went to a local coffee shop and talked about how it went.coffee shop and talked about how it went.

We decided that I needed to figure out We decided that I needed to figure out how to cut the chatter with the client when how to cut the chatter with the client when I first arrive, so we tried on a few lines to I first arrive, so we tried on a few lines to be professional but direct.be professional but direct.

We also thought of ways to save a lot We also thought of ways to save a lot more time with just developing a circuit more time with just developing a circuit around the home in a clockwise direction around the home in a clockwise direction when we first arrive to save footsteps.when we first arrive to save footsteps.

The Second AppointmentThe Second Appointment We tried out the new lines that worked for We tried out the new lines that worked for

me, and cut the chatter.me, and cut the chatter. The house was much larger, and our The house was much larger, and our

counter clockwise circuit didn’t work as counter clockwise circuit didn’t work as well as we’d hoped, but it served as a base well as we’d hoped, but it served as a base plan anyway.plan anyway.

More importantly, the home was much More importantly, the home was much larger and had a lot more equipment and larger and had a lot more equipment and systems.systems.

Nonetheless, we were in and out in just Nonetheless, we were in and out in just over 40 minutes which we thought was over 40 minutes which we thought was pretty good.pretty good.

Now I was concerned if I’d be able to read Now I was concerned if I’d be able to read my notes later. I looked and they were ok.my notes later. I looked and they were ok.

Later Back HomeLater Back Home We finished this days four We finished this days four

appointments in just under 6 hours appointments in just under 6 hours including all breaks, and we were including all breaks, and we were headed back home.headed back home.

Once back at the house, we agreed Once back at the house, we agreed we needed to put the information we needed to put the information quickly for several reasons:quickly for several reasons:• We wanted to do it while the memories We wanted to do it while the memories

were still fresh.were still fresh.• We wanted to get the reports submit so We wanted to get the reports submit so

we could get paid sooner.we could get paid sooner.

Data InputData Input Putting in the reports was much Putting in the reports was much

faster and easy than I thought it faster and easy than I thought it would be when I realized that almost would be when I realized that almost every field filled itself out with only a every field filled itself out with only a few letters or numbers entered.few letters or numbers entered.

We had all four reports in and submit We had all four reports in and submit in less than an hour.in less than an hour.

Not a bad first day $ 180. worth of Not a bad first day $ 180. worth of work less $ 40. to David, and I was work less $ 40. to David, and I was on track to earning my budget.on track to earning my budget.

One Week LaterOne Week Later With 21 reports now completed, and With 21 reports now completed, and

my first paycheck in hand, I was now my first paycheck in hand, I was now ready to complete phase 1 of my ready to complete phase 1 of my initial plan.initial plan.

I went and purchased an ‘AirCard’ I went and purchased an ‘AirCard’ with my cell phone company so that with my cell phone company so that my old laptop could get me internet my old laptop could get me internet access anywhere, and revised my access anywhere, and revised my plan. The laptop was going with me plan. The laptop was going with me to appointments from now on.to appointments from now on.

Streamlined CommunicationStreamlined Communication David also had a pair of small walkie talkie David also had a pair of small walkie talkie

radios which we charged and brought along.radios which we charged and brought along. Now I simply set up on a kitchen table as Now I simply set up on a kitchen table as

David read me the information over the David read me the information over the radios as he went through the house, and I radios as he went through the house, and I typed the reports right into the internet data typed the reports right into the internet data portal – completing the reports (except portal – completing the reports (except emailed pictures) before we left the house!emailed pictures) before we left the house!

Sometimes I had to get up and go look at Sometimes I had to get up and go look at things with David, but for the most part, I sat things with David, but for the most part, I sat and talked with the Client.and talked with the Client.

Efficiency Creates SuccessEfficiency Creates Success With these few improvements we were With these few improvements we were

easily able to complete 6-10 reports a easily able to complete 6-10 reports a day, and still keep our clients happy!day, and still keep our clients happy!

David now decided it was time for him David now decided it was time for him to become an Atlan Associate and train to become an Atlan Associate and train to become a CSR to build his own to become a CSR to build his own team. So I hired another neighbor.team. So I hired another neighbor.

As my newest Associate, I have helped As my newest Associate, I have helped David become CSR qualified, and get David become CSR qualified, and get going, and now I will get his overridegoing, and now I will get his override

3. What To Do At A Clients Home3. What To Do At A Clients Home We have already discussed the We have already discussed the

importance of attitude.importance of attitude. When you first arrive at a client’s When you first arrive at a client’s

home, you should take a digital home, you should take a digital picture of the front of the home – picture of the front of the home – before you knock. before you knock.

Then go to the front door, introduce Then go to the front door, introduce yourself (and your assistant if you yourself (and your assistant if you have one), and get the lay of the have one), and get the lay of the house clear in your mind. Plan to house clear in your mind. Plan to NOT get lost!NOT get lost!

First CommentsFirst Comments

After you have completed After you have completed introductions, the next step is to introductions, the next step is to explain what exactly why you are explain what exactly why you are here, and what you will be doing.here, and what you will be doing.

Our clients have a vague Our clients have a vague understanding that we are coming to understanding that we are coming to their home to meet with them, but their home to meet with them, but they many not know what it is we are they many not know what it is we are really trying to accomplish.really trying to accomplish.

The Best ExplanationThe Best Explanation It is best to say that we are here on an It is best to say that we are here on an

information gathering mission on behalf of information gathering mission on behalf of all the trades we work with, and are there to all the trades we work with, and are there to save them all time in the future.save them all time in the future.

We do this by gathering key information We do this by gathering key information which will save them money as our clients in which will save them money as our clients in the long run!the long run!

While we are here, we are available to While we are here, we are available to answer any questions we may have answer any questions we may have knowledge of, but we are relatively new with knowledge of, but we are relatively new with the company, and can’t tell them much yet. the company, and can’t tell them much yet. We then refer them totheir Associate and the We then refer them totheir Associate and the Atlan.com website for more information.Atlan.com website for more information.

Fridge Magnets & BrochuresFridge Magnets & Brochures One of the roles of the CSR are to deliver One of the roles of the CSR are to deliver

our clients a fridge magnet for their fridge our clients a fridge magnet for their fridge with all of their membership information, with all of their membership information, and contact numbers.and contact numbers.

Once a CSR has been registered for a period Once a CSR has been registered for a period of time, these blanks will be sent to them, of time, these blanks will be sent to them, and the CSR should write the member info and the CSR should write the member info on the magnet with a permanent black or on the magnet with a permanent black or blue marker.blue marker.

When arriving at the home, ask to see the When arriving at the home, ask to see the kitchen first, place the magnet on the fridge kitchen first, place the magnet on the fridge yourself (if possible), and then ask to use yourself (if possible), and then ask to use the kitchen table while you are here as your the kitchen table while you are here as your base of operations.base of operations.

Setting Clients At EaseSetting Clients At Ease Usually only friends visit over a kitchen Usually only friends visit over a kitchen

table, so with permission, take a seat, and a table, so with permission, take a seat, and a moment to talk with the client on a personal moment to talk with the client on a personal level (where possible) about anything that level (where possible) about anything that may be comfortable (sports teams, local may be comfortable (sports teams, local news, weather, etc.)news, weather, etc.)

Stay away from politics and religion as Stay away from politics and religion as issues unless they bring it up AND you issues unless they bring it up AND you agree with them. Never be confrontational.agree with them. Never be confrontational.

Some are better at this than others, though Some are better at this than others, though we can all improve at it with a little bit of we can all improve at it with a little bit of practice.practice.

The Right Amount Of TimeThe Right Amount Of Time

5-10 minutes at the kitchen table will 5-10 minutes at the kitchen table will make your hosts comfortable if they make your hosts comfortable if they are going to be, and give you the are going to be, and give you the time to get organized here if you time to get organized here if you need to still do so.need to still do so.

From there it depends if you have an From there it depends if you have an assistant, a laptop and a good assistant, a laptop and a good communication plan, or will be doing communication plan, or will be doing the report on your own onto paper.the report on your own onto paper.

““Git ‘R Done”Git ‘R Done” Either way, after no more than 10 minutes, it Either way, after no more than 10 minutes, it

is time to make your rounds and get the is time to make your rounds and get the information on to your report page or into information on to your report page or into your laptop portal.your laptop portal.

Once completed, the appropriate closing Once completed, the appropriate closing comments are to thank them for their time, comments are to thank them for their time, and that they should be hearing from the and that they should be hearing from the company within the next week to follow up.company within the next week to follow up.

In fact, the company will send them a In fact, the company will send them a feedback request which you want them to fill feedback request which you want them to fill out quickly so that your pay is not held up.out quickly so that your pay is not held up.

4. Using The Data Input Form4. Using The Data Input Form We strive to maintain consistency in We strive to maintain consistency in

the way data is entered into our the way data is entered into our database.database.

As such, we have developed As such, we have developed protocols for how the information is protocols for how the information is to be put in.to be put in.

I will go over all of these as we go I will go over all of these as we go through the form together.through the form together.

The form may be slow to load.The form may be slow to load.

Starting With The MemberStarting With The Member Under the heading “Add New Member Under the heading “Add New Member

Property Records Here” you will find the Property Records Here” you will find the first field on the form.first field on the form.

The above ‘magnifying glass’ button is for The above ‘magnifying glass’ button is for searching for records on the member. searching for records on the member.

Once the record is found through the Once the record is found through the searchsearch, the select link populates all of the , the select link populates all of the member and associate data fields. member and associate data fields.

If the property address for this property is If the property address for this property is not correct, be sure to change the fields.not correct, be sure to change the fields.

Add Property DetailsAdd Property Details The next part of the form is Section A – The next part of the form is Section A –

Property Details.Property Details. The first field is the ‘Type’ field. Here you The first field is the ‘Type’ field. Here you

describe whether this property is a Primary describe whether this property is a Primary Residence, Vacation or Second Home, Residence, Vacation or Second Home, Investment Property or a Business Location.Investment Property or a Business Location.

This selection is made by a Drop Down Box, This selection is made by a Drop Down Box, which are used extensively throughout the which are used extensively throughout the form. form.

Once you are familiar with the entries in each Once you are familiar with the entries in each box, you can call the chosen selection in box, you can call the chosen selection in many cases by entering the first and/or many cases by entering the first and/or second letter and/or number, and the field second letter and/or number, and the field will auto populate.will auto populate.

Auto-Populating FieldsAuto-Populating Fields Your job as the one with the information Your job as the one with the information

is to tell the form which of the most is to tell the form which of the most likely answers is going to be the correct likely answers is going to be the correct answer.answer.

Once the field is populated with the right Once the field is populated with the right answer, you simply need to press the answer, you simply need to press the tab key to move on to the next field.tab key to move on to the next field.

Web users are familiar with the concept Web users are familiar with the concept with a lot of forms that use the same with a lot of forms that use the same format for selecting your ‘State’ on format for selecting your ‘State’ on many forms.many forms.

Shortcut ProtocolsShortcut Protocols To recognize the limits of our program, To recognize the limits of our program,

and to simplify our input, we use the and to simplify our input, we use the letter ‘letter ‘MM’ to indicate ‘More’.’ to indicate ‘More’.

For example, while we will document For example, while we will document and register up to 3 HVAC systems at and register up to 3 HVAC systems at a property, when asked the number of a property, when asked the number of HVAC systems, your choices are only HVAC systems, your choices are only 11, , 22, , 33, or , or MM for ‘more’. for ‘more’.

Shortcut ProtocolsShortcut Protocols

Also we work to make the data more easily Also we work to make the data more easily and quickly readable after its input. and quickly readable after its input.

If your answer is that there is only 1 HVAC If your answer is that there is only 1 HVAC system at the property, we ask that in the system at the property, we ask that in the HVAC System 2 section first field ‘Type’ HVAC System 2 section first field ‘Type’ that you choose the selection ‘that you choose the selection ‘NoneNone’ to ’ to confirm that there is not a second HVAC confirm that there is not a second HVAC system. system.

This is the protocol for all multiple record This is the protocol for all multiple record inputs, where the next record is not inputs, where the next record is not needed – fill the first field with ‘needed – fill the first field with ‘NoneNone’’

Making Good NotesMaking Good Notes The ‘Report Notes’ field is in the last section The ‘Report Notes’ field is in the last section

of the report, and is designed to catch notes of the report, and is designed to catch notes information from every other section of the information from every other section of the reportreport

Each drop down box in the form offers Each drop down box in the form offers ‘‘OtherOther’ option’ option

When ‘When ‘OtherOther’ is selected, the correct answers ’ is selected, the correct answers should be noted in the final notes section – should be noted in the final notes section – specifically referencing what section the note specifically referencing what section the note is about.is about.

Ie. If the brand of the only HVAC system at Ie. If the brand of the only HVAC system at the property is not listed in the drop box, the property is not listed in the drop box, simply select ‘simply select ‘OtherOther’ and note as follows:’ and note as follows:• Section B Condenser Brand is “Frosty” Air Hand Section B Condenser Brand is “Frosty” Air Hand

Brand is also “FrostyBrand is also “Frosty””

5. Submitting Reports5. Submitting Reports Once the report has been completed, Once the report has been completed,

print off a copy of this report for your print off a copy of this report for your records before you submit it.records before you submit it.

If you forget to print it, you can If you forget to print it, you can request a copy of the report by email.request a copy of the report by email.

Once the report is submit, you will be Once the report is submit, you will be directed to the payment request form directed to the payment request form where you will look up and reference where you will look up and reference the property record, and then submit the property record, and then submit your request for payment processing.your request for payment processing.

When You Get PaidWhen You Get Paid Once a payment request has been submit, Once a payment request has been submit,

the report will be reviewed for clarity and the report will be reviewed for clarity and consistency, and any questions will be consistency, and any questions will be directed to you by email.directed to you by email.

An email is also sent to the property owner An email is also sent to the property owner requesting their rating of your visit based requesting their rating of your visit based on eight considerations.on eight considerations.

These considerations include your:These considerations include your:FriendlinessFriendliness PreparednessPreparedness CareCare

OrganizationOrganization ProfessionalismProfessionalism ClarityClarity

KnowledgeKnowledge ConsiderationConsideration

Client Member FeedbackClient Member Feedback Property Owners are asked to return their Property Owners are asked to return their

feedback to Atlan within two business feedback to Atlan within two business days, so that your payment request file days, so that your payment request file can be completed, and payment issued in can be completed, and payment issued in next weekly payment run.next weekly payment run.

If Atlan does not receive the response If Atlan does not receive the response within two business days, Atlan will call within two business days, Atlan will call the Property contact to complete the the Property contact to complete the feedback report by phone.feedback report by phone.

And That Is It!And That Is It! This completes the training for the CSR role This completes the training for the CSR role

in the Atlan Checkpoint program.in the Atlan Checkpoint program. To complete your qualification to become a To complete your qualification to become a

CSR, you will need to complete the test as CSR, you will need to complete the test as available through the Atlan University site. available through the Atlan University site.

You must also have recruited at least one You must also have recruited at least one Associate, and assisted them in recruiting Associate, and assisted them in recruiting at least one Associate, and earned a total at least one Associate, and earned a total of 12 points through Associate recruiting or of 12 points through Associate recruiting or ClubAtlan membership sales.ClubAtlan membership sales.

Thank You!Thank You!

Thank you for taking the time to Thank you for taking the time to learn about the right way to service learn about the right way to service Atlan Checkpoint clients as a Client Atlan Checkpoint clients as a Client

Services Representative (CSR).Services Representative (CSR).

We wish you success in every effort!We wish you success in every effort!