Competing with Compassion: CSR Competition Brings out Best in Industry

With customer service representatives (CSR) as some of the most important employees of an auto glass shop, having a CSR Competition at Auto Glass WeekTM just makes sense. Like any auto glass technician, CSRs have specialized skill sets that can be put to the test.

During the Auto Glass Week™ 2023 CSR Competition, a panel of judges each played the role of a customer to ask the competitors questions. The questions tested the CSRs’ ability to assess the kind of auto glass work needed, provide accurate pricing estimates, deal kindly with disgruntled or confused customers and close the deal.

CSRs interacted with the judges like they would regular customers, asking clarifying questions and making conversation. Occasionally, the questions took a humorous turn.

“Do the brakes apply automatically if you are approaching something?” Sherry Hagar of Good Guys Glass & Auto asked a judge.

“With the quality of our drivers, they have to,” the judge joked.

Other questions showcased the CSRs’ ability to show empathy and make conversation with customers. After learning that the hypothetical vehicle that needed a windshield replacement was a new model, Hagar offered sympathy to the “customer.”

“Gosh, I’m so sorry, that is a very new vehicle to (have to) replace your windshield,” she said.

Joni Nicely of Mel’s Auto Glass in Cincinnati is the Grand Champion of the 2023 CSR Competition. She is thinking of returning for the CSR Competition at Auto Glass Week™ 2024.

Registration is open for CSRs interested in competing this September in Orlando, Florida. The prize for the Grand Champion is $2,500, and the registration deadline is July 15. For more information about the CSR Competition or Auto Glass Week™ 2024, visit

See the highlights from last year’s competition below:

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