Auto Glass Week™ to Feature Techniques to Improve CSR Skills

Auto Glass Week™ is the place to get caught up on the latest in education, watch the top auto glass repair and replacement technicians and customer service representatives (CSR) compete, see the best industry suppliers and network with your peers. On Thursday, October 5, from 1:00 p.m. – 2:30 p.m., one of the country’s foremost experts on customer service by phone shares her methods for creating a superior customer telephone experience that helps turn more calls into booked jobs.

You’ll learn how to handle price-shoppers, the indecisive, how to deal with insurance issues and how to turn calls into sales. Managers will learn how to manage the CSR function for success.

Thursday, October 5
1:00 p.m. – 2:30 p.m.
Providing Superior Customer Service by Phone 

Nancy Friedman

The instructor is Nancy Friedman, president of the Telephone Doctor. Friedman helps businesses raise the bar on customer service and move the needle in sales. She has helped hundreds, if not thousands; of companies increase their service level with her commonsense ideas, skills, tips and techniques. Born and raised in Chicago, Ill., Friedman and her family now reside in St. Louis, Mo. Founder and president of the Telephone Doctor Customer Service Training, she has authored nine books on customer service, sales and communication skills.

Friedman has received the Entrepreneur Hall of Fame award from St. Louis Small Business Monthly as well as being named one of the most 25 influential business women in St Louis. An expert in people, not glass, Friedman will be of great help to those attending her program. You can reach her at

Auto Glass Week will be held October 4-6. Onsite registration is available in the foyer of Hall A in the Palm Beach County Convention Center in West Palm Beach, Fla.

Educational seminars are tentative and subject to change. To view full descriptions and further details, please click here.

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