Your CSRs Are Sitting on Untapped Revenue. Here’s How to Fix It.

A great service won’t grow your business if your customer experience is weak. And that experience starts with one of the most overlooked roles in your company—your Customer Service Representatives (CSRs).

In this episode of Catalyst for the Trades, Jennifer Bagley sits down with Brigham Dickinson of Power Selling Pros to break down the real impact of CSRs on revenue, retention, and growth. Crystal Williams of Lemon Seed Marketing joins the conversation to connect the dots between branding, communication, and customer trust.

If you’ve been treating your CSR team like an admin function, it’s time to rethink everything.

Why This Matters More Than You Think

Most home service companies pour money into lead generation and technician training. But without a strong front line, those leads don’t convert and your brand suffers. Trained CSRs can be the difference between a booked job and a lost customer.

What You’ll Learn in This Episode

1. CSRs Are a Revenue Channel

They don’t just answer phones. They handle objections, upsell services, and set the tone for the entire customer journey.

2. Training Your CSR Team Is a High-ROI Move

Just like technicians, CSRs need tools, scripts, and coaching to deliver consistent, high-quality results.

3. Every Call Is a Chance to ‘Wow’ a Customer

The first impression matters. Brigham shares real examples of how CSRs can turn routine calls into memorable experiences.

4. A Strong Training Culture Pays Off

Companies that train CSRs consistently see higher booking rates, better reviews, and fewer issues downstream.

5. Outbound Calls Can Drive New Growth

Your CSR team can do more than just react. With the right strategy, they can follow up, re-engage lost leads, and create fresh revenue.

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