SOUTH JORDAN, Utah — Power Selling Pros, a leading customer service and call handling training company, has developed a new customer service representative (CSR) certification program to help home service businesses deliver a consistent, positive customer service experience.

Power Selling Pros said it works mainly with HVAC, plumbing, and electrical contractors.

Based on a set of principles called The Pattern for Excellence, the certification process guides call handlers through greeting, rapport development, reassurance, building confidence, booking the appointment, and call closure.

“We’ve spent the past decade providing home service companies with tools for success,” said Brigham Dickinson, president and founder of Power Selling Pros. “In order to be most successful, we found that call handling teams needed a set of principles and processes to be able to create a ‘WOW experience’ and book more inbound calls. That’s why we developed our certification program.”

Power Selling Pros certification involves three levels of training that span about an 18 month period. Level one certification can take as little as four months, and works to establish two outcomes and eight principles found in The Pattern for Excellence. Level two certification focuses on consistency, accountability, and negotiation techniques that can be incorporated to overcome customer objections. Trainees are eligible for a customized, level three certification after they have gone through at least eight months of level two training, and maintain a call booking rate of at least 85 percent or higher for 60 consecutive days.

“Every company needs to grow their most important asset: their people,” said Dickinson. “Our training process is unique in that we work with each member of your team, one-on-one, over time to achieve the best outcome on every call they take. Every customer service representative can improve on some level. It’s about constantly getting better.”

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Publication date: 11/9/2015

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