Client Services Representative (CSR) Training Program

1
Client Services Representative (CSR) Training
Program

• A to Z On Becoming A Client Services Professional

2
1. Starting With The Right Attitude

• There is only one type of attitude that is
  correct in serving the public.
• The attitude of a servant serving a Master where
  mutual respect is established.
• Your Master (Client) is someone you demonstrate
  respect for with the first contact, and it is
  expected to always be mutual

3
The Assumption

• Of course you must assume that the client you are
  going to see is going to be willing to
  reciprocate in a professional relationship.
• Because of the nature of clients we are
  developing with ClubAtlan, and the Atlan
  Checkpoint program, we hope this is the case most
  of the time.
• The key is for YOU to start the relationship on
  the right foot!

4
Get The Attiude Right FIRST

• If in your first or second contact with the
  Client, you find that they are not demonstrating
  respect for you, you must stop what you are
  doing, and either get the relationship right or
  apologize, and leave.
• Lets give this client to someone else if you
  cannot get their attitude right.

5
Youre Responsible

• Youve heard that your attitude is what you make
  of it Its your choice.
• And that is in fact very true.
• But in this case, you are also responsible for
  developing the right attitude relationship with
  the Client.
• That requires your managing their attitude as
  well.
• Your success is dependent on this client
  relationship having a good tude.

6
2. Plan Your Work

• To be effective in managing any type of business
  or personal project, you must
• Plan Your Work
• Work Your Plan
• This usually means taking notes until you are
  able to build a routine.
• If you take your notes on this course, you will
  be able to make your first Atlan plan.

7
An Effective Plan

• Takes into consideration the value of your time
  which used properly with us, will be
  considerable!
• Takes into consideration all of your obligations
  and commitments required to complete your goal.
• Considers all the alternative ways in which you
  can accomplish these things and which is the best
  for you.

8
A Good Plan Example

• As a new CSR, my goals are to
• Earn as much money as possible by
• Doing as many Checkpoint Reports as possible.
• All while doing as professional a job as
  possible,
• With the tools and resources I now have.
• After I take inventory of what I have, I realize
  I am ill equipped.
• But I have no money with which to equip myself
  effectively in the beginning, so I must base my
  initial plan on all these ideas.

9
The Initial Plan

• Based on these considerations, I have decided to
  set a small budget which I will need to equip
  myself to do this job more effectively.
• I will then work the first Atlan Checkpoint
  reports by myself, using paper printouts from the
  Atlan website until I can earn the needed money.
• At 45.00 per report, I believe I can advance as
  soon as I have completed and been paid for 12
  reports. ( 540.00)

10
Implementing Step 1

• I began by printing out the report blank from the
  site and making 20 copies of it for myself and I
  studied the report blank carefully.
• I quickly realized that it was going to be
  difficult to write down serial s and model s
  at the same time as I am looking at them, so I
  think that help could be a really good idea.

11
Adjusting As Necessary

• I revised my budget up to 15 initial reports, and
  agreed to pay 18 year old David from next door
  10.00 from each report if he will come with me,
  read all the information to me clearly so I can
  write it down. He agreed.
• I added that he would also need to read it to me
  again later when I get back home and have to type
  it into the data portal on the Atlan.com website.

12
The First Appointments

• I found that as a newly qualified CSR in an area
  where I was needed meant that I had all the work
  I could handle as soon as I logged in.
• I selected five (5) clients from the zip codes
  closest to me in the Available For Dispatch
  database, claimed them, and got on the phone to
  make appointments for the next day or two.

13
Working The Plan

• After I had appointments set up over the next
  three days, I went back into claim some more so I
  could try to fill up these days depending on when
  the clients could be available to meet with me.
• I setup 12 appointments in 3 days for David and I
  to go visit.
• I put together a kit for carrying with me
  including multiple copies of the Property Forms,
  Pencils, and a flashlight for David to see those
  small numbers in dark corners.

14
The First Report

• I had allowed for up to an hour for the first
  report, but by the time I drove all the way out
  to this home, introduced myself, took notes on
  the clients questions, and apologized for being
  new, we were 40 minutes into the hour before I
  filled in the first field on the form.
• This was not a good start.
• Once David and I got going though we quickly
  developed a rhythm and finished the first report
  20 minutes later.

15
Evaluating The First Report

• We had almost an hour now before the next
  appointment, so we went to a local coffee shop
  and talked about how it went.
• We decided that I needed to figure out how to cut
  the chatter with the client when I first arrive,
  so we tried on a few lines to be professional but
  direct.
• We also thought of ways to save a lot more time
  with just developing a circuit around the home in
  a clockwise direction when we first arrive to
  save footsteps.

16
The Second Appointment

• We tried out the new lines that worked for me,
  and cut the chatter.
• The house was much larger, and our counter
  clockwise circuit didnt work as well as wed
  hoped, but it served as a base plan anyway.
• More importantly, the home was much larger and
  had a lot more equipment and systems.
• Nonetheless, we were in and out in just over 40
  minutes which we thought was pretty good.
• Now I was concerned if Id be able to read my
  notes later. I looked and they were ok.

17
Later Back Home

• We finished this days four appointments in just
  under 6 hours including all breaks, and we were
  headed back home.
• Once back at the house, we agreed we needed to
  put the information quickly for several reasons
• We wanted to do it while the memories were still
  fresh.
• We wanted to get the reports submit so we could
  get paid sooner.

18
Data Input

• Putting in the reports was much faster and easy
  than I thought it would be when I realized that
  almost every field filled itself out with only a
  few letters or numbers entered.
• We had all four reports in and submit in less
  than an hour.
• Not a bad first day 180. worth of work less
  40. to David, and I was on track to earning my
  budget.

19
One Week Later

• With 21 reports now completed, and my first
  paycheck in hand, I was now ready to complete
  phase 1 of my initial plan.
• I went and purchased an AirCard with my cell
  phone company so that my old laptop could get me
  internet access anywhere, and revised my plan.
  The laptop was going with me to appointments from
  now on.

20
Streamlined Communication

• David also had a pair of small walkie talkie
  radios which we charged and brought along.
• Now I simply set up on a kitchen table as David
  read me the information over the radios as he
  went through the house, and I typed the reports
  right into the internet data portal completing
  the reports (except emailed pictures) before we
  left the house!
• Sometimes I had to get up and go look at things
  with David, but for the most part, I sat and
  talked with the Client.

21
Efficiency Creates Success

• With these few improvements we were easily able
  to complete 6-10 reports a day, and still keep
  our clients happy!
• David now decided it was time for him to become
  an Atlan Associate and train to become a CSR to
  build his own team. So I hired another neighbor.
• As my newest Associate, I have helped David
  become CSR qualified, and get going, and now I
  will get his override

22
3. What To Do At A Clients Home

• We have already discussed the importance of
  attitude.
• When you first arrive at a clients home, you
  should take a digital picture of the front of the
  home before you knock.
• Then go to the front door, introduce yourself
  (and your assistant if you have one), and get the
  lay of the house clear in your mind. Plan to NOT
  get lost!

23
First Comments

• After you have completed introductions, the next
  step is to explain what exactly why you are here,
  and what you will be doing.
• Our clients have a vague understanding that we
  are coming to their home to meet with them, but
  they many not know what it is we are really
  trying to accomplish.

24
The Best Explanation

• It is best to say that we are here on an
  information gathering mission on behalf of all
  the trades we work with, and are there to save
  them all time in the future.
• We do this by gathering key information which
  will save them money as our clients in the long
  run!
• While we are here, we are available to answer any
  questions we may have knowledge of, but we are
  relatively new with the company, and cant tell
  them much yet. We then refer them totheir
  Associate and the Atlan.com website for more
  information.

25
Fridge Magnets Brochures

• One of the roles of the CSR are to deliver our
  clients a fridge magnet for their fridge with all
  of their membership information, and contact
  numbers.
• Once a CSR has been registered for a period of
  time, these blanks will be sent to them, and the
  CSR should write the member info on the magnet
  with a permanent black or blue marker.
• When arriving at the home, ask to see the kitchen
  first, place the magnet on the fridge yourself
  (if possible), and then ask to use the kitchen
  table while you are here as your base of
  operations.

26
Setting Clients At Ease

• Usually only friends visit over a kitchen table,
  so with permission, take a seat, and a moment to
  talk with the client on a personal level (where
  possible) about anything that may be comfortable
  (sports teams, local news, weather, etc.)
• Stay away from politics and religion as issues
  unless they bring it up AND you agree with them.
  Never be confrontational.
• Some are better at this than others, though we
  can all improve at it with a little bit of
  practice.

27
The Right Amount Of Time

• 5-10 minutes at the kitchen table will make your
  hosts comfortable if they are going to be, and
  give you the time to get organized here if you
  need to still do so.
• From there it depends if you have an assistant, a
  laptop and a good communication plan, or will be
  doing the report on your own onto paper.

28
Git R Done

• Either way, after no more than 10 minutes, it is
  time to make your rounds and get the information
  on to your report page or into your laptop
  portal.
• Once completed, the appropriate closing comments
  are to thank them for their time, and that they
  should be hearing from the company within the
  next week to follow up.
• In fact, the company will send them a feedback
  request which you want them to fill out quickly
  so that your pay is not held up.

29
4. Using The Data Input Form

• We strive to maintain consistency in the way data
  is entered into our database.
• As such, we have developed protocols for how the
  information is to be put in.
• I will go over all of these as we go through the
  form together.
• The form may be slow to load.

30
Starting With The Member

• Under the heading Add New Member Property
  Records Here you will find the first field on
  the form.
• The above magnifying glass button is for
  searching for records on the member.
• Once the record is found through the search, the
  select link populates all of the member and
  associate data fields.
• If the property address for this property is not
  correct, be sure to change the fields.

31
Add Property Details

• The next part of the form is Section A Property
  Details.
• The first field is the Type field. Here you
  describe whether this property is a Primary
  Residence, Vacation or Second Home, Investment
  Property or a Business Location.
• This selection is made by a Drop Down Box, which
  are used extensively throughout the form.
• Once you are familiar with the entries in each
  box, you can call the chosen selection in many
  cases by entering the first and/or second letter
  and/or number, and the field will auto populate.

32
Auto-Populating Fields

• Your job as the one with the information is to
  tell the form which of the most likely answers is
  going to be the correct answer.
• Once the field is populated with the right
  answer, you simply need to press the tab key to
  move on to the next field.
• Web users are familiar with the concept with a
  lot of forms that use the same format for
  selecting your State on many forms.

33
Shortcut Protocols

• To recognize the limits of our program, and to
  simplify our input, we use the letter M to
  indicate More.
• For example, while we will document and register
  up to 3 HVAC systems at a property, when asked
  the number of HVAC systems, your choices are only
  1, 2, 3, or M for more.

34
Shortcut Protocols

• Also we work to make the data more easily and
  quickly readable after its input.
• If your answer is that there is only 1 HVAC
  system at the property, we ask that in the HVAC
  System 2 section first field Type that you
  choose the selection None to confirm that there
  is not a second HVAC system.
• This is the protocol for all multiple record
  inputs, where the next record is not needed
  fill the first field with None

35
Making Good Notes

• The Report Notes field is in the last section
  of the report, and is designed to catch notes
  information from every other section of the
  report
• Each drop down box in the form offers Other
  option
• When Other is selected, the correct answers
  should be noted in the final notes section
  specifically referencing what section the note is
  about.
• Ie. If the brand of the only HVAC system at the
  property is not listed in the drop box, simply
  select Other and note as follows
• Section B Condenser Brand is Frosty Air Hand
  Brand is also Frosty

36
5. Submitting Reports

• Once the report has been completed, print off a
  copy of this report for your records before you
  submit it.
• If you forget to print it, you can request a copy
  of the report by email.
• Once the report is submit, you will be directed
  to the payment request form where you will look
  up and reference the property record, and then
  submit your request for payment processing.

37
When You Get Paid

• Once a payment request has been submit, the
  report will be reviewed for clarity and
  consistency, and any questions will be directed
  to you by email.
• An email is also sent to the property owner
  requesting their rating of your visit based on
  eight considerations.
• These considerations include your

Friendliness Preparedness Care
Organization Professionalism Clarity
Knowledge Consideration
38
Client Member Feedback

• Property Owners are asked to return their
  feedback to Atlan within two business days, so
  that your payment request file can be completed,
  and payment issued in next weekly payment run.
• If Atlan does not receive the response within two
  business days, Atlan will call the Property
  contact to complete the feedback report by phone.

39
And That Is It!

• This completes the training for the CSR role in
  the Atlan Checkpoint program.
• To complete your qualification to become a CSR,
  you will need to complete the test as available
  through the Atlan University site.
• You must also have recruited at least one
  Associate, and assisted them in recruiting at
  least one Associate, and earned a total of 12
  points through Associate recruiting or ClubAtlan
  membership sales.

40
Thank You!

• Thank you for taking the time to learn about the
  right way to service Atlan Checkpoint clients as
  a Client Services Representative (CSR).
• We wish you success in every effort!