Service Nation Training


Tuesday February 5, 2019 9:00 AM CST
Wednesday February 6, 2019 5:00 PM CST


Service Nation Alliance Training Facility 
750 Canyon Dr Ste 200
Coppell,TX 75019

Driving Directions 

Hotel Recommendations


Hilton DFW Lakes
1800 Highway 26E
Grapevine, TX 76051

Courtyard by Marriott Dallas DFW Airport
2200 Bass Pro Court
Grapevine, TX 76051

Springhill Suites by Marriott Dallas Airport
2240 W Grapevine Mills Cir.
Grapevine, TX 76051
Phone- 972-724-5500

Kathy Nielsen Presents: CSR Superheroes
February 5-6, 2019

Kathy Nielsen is very passionate about the operations of businesses and the attention, or lack thereof, that goes to the office and the need to protect companies. 

 Kathy has been in the service industry for over 20 years. Beginning as an office manager for a heating and cooling company, throughout her career, she moved into a General Manager position of a larger heating and cooling company and grew and polished that company into a leader in their area.  Later, while in Texas running a plumbing company, she helped many of her industry peers through coaching, teaching software use and how to do what she did as a successful GM.  She found her passion with coaching and teaching. She also brings the view of the other side of the picture married to a technician herself for over 21 years.  Helping grow Superhero leaders and managers in your office.  As we promoted those that were great doers at their jobs that we put in positions of management without teaching those skills. She is certified in assessments with Results Group for leadership, team, and individual development including creating hiring process and tools to get the right people on the right seat of the bus and keep them!

 All of this and she is known by her family, friends, and clients as loving her chickens, thus the website was born.

CSR Training on steroids!
Participants will learn their roles importance, what their role really is (book calls and set the tech up for success), and how to become superheroes in their role. This session includes lots of roll playing and hard work on the types of calls they generally handle (price over the phone, happy calls, escalating calls, reschedule call, confirmations, running behind). They will learn the call cycle that needs to happen for success with every call.

 If your company has a script you want them to use, they will bring it and become rock stars with it! If you dont, they will leave with one.

 As a bonus, they will take an evaluation using the Innermetrix ADVanced Insights profile.


  • Identify barriers to communication and results
  • Strategies to overcome communication barriers
  • Why you and others communicate the way you do
  • Process to handle every call
  • How to take your phone skills to the next level
Cancelation Policy

Free Classes
No fee if notified at least 10 business days prior to event.

$499 fee per registrant if notified less than 10 days prior to event, or if registrants don't attend.

Paid Classes
100% refund if notified at least 10 business days prior to event.
No refunds if canceled less than 10 days prior to event, or if registrants do not attend.

To cancel attendance for any training event, call 877-868-5902 or send email to with course title, start date, and registrant's names.