Background: Peggy works for Propel Insurance in Tacoma, WA. Her cross-sales from inbound calls are up 50%, she’s doubled her overall sales from inbound calls and cross-sales in one year…and her referrals are up 500%.

Peggy says: “Before beginning the CSR Mastery Program, my sales were about $7,000/month. Now they average $15,000 per month. It’s so easy now to ask for cross sales and referrals. In the beginning of the program, I gave myself an 80% on going “above and beyond” to make a customer feel special. I now feel that number is 95%. Changing the tempo, pitch and volume of my voice to match that of the customer has greatly improved relationships with clients that I had difficulties with in the past. The CSR Mastery Program taught me there’s always room for improvement.”