The Independent Glass Association (IGA) is a community of people - independent glass shops, industry representatives, educators and technicians - committed to safety and proper repair or replacement. Through education, knowledge sharing, advocacy, community building and outreach, we strive to advance the automotive glass repair and replacement industry and, in the process, to demonstrate and celebrate the power of quality service to positively change people's lives.
The Independent Glass Association's training for Customer Service Representatives (CSRs) in auto glass repair and replacement provides an in-depth, practical approach to excelling in customer interactions and maximizing business opportunities. This program is designed to equip CSRs with essential skills to effectively engage customers, utilize technology for optimal service, and strategically gather information to enhance marketing efforts.
Through this training, CSRs gain the expertise needed to provide knowledgeable, efficient service that strengthens customer relationships, optimizes operations, and supports ongoing marketing efforts.
Key Training Components:
Engaging Customers: Cash vs. Insurance Transactions;
CSRs are trained to differentiate between cash and insurance business approaches, understanding each process's unique requirements. The training emphasizes building trust and transparency, helping CSRs guide customers through their options confidently and ensuring clarity on insurance benefits versus out-of-pocket payments.
Maximizing Technology for Superior Customer Experience;
Emphasis is placed on leveraging technology to streamline service, from scheduling and order tracking to personalized communication. CSRs learn best practices for using point-of-sale (POS)and customer relationship management (CRM) systems, scheduling software, and communication tools to provide seamless, professional experiences that enhance customer satisfaction.
Quote Building and Vehicle/Part Identification; and
Training includes the development of accurate and efficient quote-building skills, focusing on identifying the correct vehicle make, model, and required parts. This component is crucial for ensuring precise service quotes and avoiding errors, helping CSRs provide customers with timely, detailed cost estimates.
Marketing Success Through Customer Data Collection.
CSRs are taught strategies for gathering essential customer data-such as email addresses and phone numbers—in a way that enhances customer engagement without intrusion. This data is foundational for targeted follow-ups, promotions, and text message updates, aligning with best practices for modern, digital-first marketing efforts.
