Gary suggests that step one of the CSR training process is to ensure you are happy and give a __________ impression.

Once the homeowner calls, the CSR must think about the flow of how to __________ the call.

CSR communication is a form of __________.

An example of a question that a CSR should ask while booking a call would be “___________?”

A CSR can greatly help a technician if he/she can identify the customer’s ___________.