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Client Services Representative (CSR) Training Program A to Z On Becoming A Client Services Professional.

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

5 You’re Responsible You’ve heard that your attitude is what you make of it… Its your choice. You’ve heard that your attitude is what 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 responsible for developing the right attitude relationship with the Client. 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. That requires your managing their attitude as well. Your success is dependent on this client relationship having a good ‘tude’. 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: To be effective in managing any type of business or personal project, you must: 1.“Plan Your Work” 2.“Work Your Plan” This usually means taking notes until you are able to build a routine. 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. 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 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. 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. 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: 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 possible,All while doing as professional a job as 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 realize I am ill equipped. 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. 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. 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. 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 $ per report, I believe I can advance as soon as I have completed and been paid for 12 reports. ($ ) At $ per report, I believe I can advance as soon as I have completed and been paid for 12 reports. ($ )

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 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. 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 $ 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 revised my budget up to 15 initial reports, and agreed to pay 18 year old David from next door $ 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. 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 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. 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. 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 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. 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. 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. 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. 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 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 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. 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. We tried out the new lines that worked for me, and cut the chatter. The house was much larger, and our counter clockwise circuit didn’t work as well as we’d hoped, but it served as a base plan anyway. The house was much larger, and our counter clockwise circuit didn’t work as well as we’d hoped, but it served as a base plan anyway. More importantly, the home was much larger and had a lot more equipment and systems. 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. Nonetheless, we were in and out in just over 40 minutes which we thought was pretty good. Now I was concerned if I’d be able to read my notes later. I looked and they were ok. Now I was concerned if I’d 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. 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: 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 do it while the memories were still fresh. We wanted to get the reports submit so we could get paid sooner.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. 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. 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. 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. 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. 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. 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 ed pictures) before we left the house! 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 ed 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. 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! 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. 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 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. We have already discussed the importance of attitude. When you first arrive at a client’s home, you should take a digital picture of the front of the home – before you knock. When you first arrive at a client’s 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! 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. 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. 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. 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! 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 can’t tell them much yet. We then refer them totheir Associate and the Atlan.com website for more information. 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 can’t 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. 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. 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. 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.) 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. 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. 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 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. 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. 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. 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. 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. 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. 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. I will go over all of these as we go through the form together. The form may be slow to load. 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. 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. 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. 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. 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 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. 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. 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. 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. 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. 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. 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’. 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’. 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. 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. 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’ 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 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 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. 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: 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”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. 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 . If you forget to print it, you can request a copy of the report by . 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. 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 . 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 . An is also sent to the property owner requesting their rating of your visit based on eight considerations. An is also sent to the property owner requesting their rating of your visit based on eight considerations. These considerations include your: These considerations include your: FriendlinessPreparednessCare OrganizationProfessionalismClarity KnowledgeConsideration

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. 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. 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. 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. 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. 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!


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