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Module 04

CSR Fundamentals

The core skills and standards every customer service rep is expected to master.
  1. CSR Excellence Training — Set the foundation for delivering a great customer experience on every call.
  2. Handling Difficult Customers — Practical de-escalation and problem-solving techniques.
  3. DealerFocus Call Flow & Script — Learn the standard call structure and approved scripting.
  4. Dealership Systems & Policy — Review the policies reps must follow while on calls.
  5. Call Quality Assurance — Understand how calls are scored and what quality assurance looks for.

Call Certification Prerequisites

Open CSR Fundamentals Module