Beyond the Job Jacket: CSR Training Intensive
Beyond the Job Jacket: CSR Training Intensive
Thursday, February 5, 12, and 19, 2026 I 9:15-11:15am I Members: $200, Non Members: $350
Today’s print customers expect more than quick quotes and accurate job tickets—they expect a partner who understands their goals, anticipates their needs, and guides their projects from concept to completion.
Join us for a focused, three-day learning experience built specifically for Customer Service Representatives, Account Managers, and Project Managers in the printing, packaging, and graphic communications industry. Whether you’re new to the role or a seasoned CSR looking to sharpen your edge, this program goes far beyond the basics to strengthen every customer interaction and every internal workflow.
It’s strongly recommended that participating companies host this program as a Lunch-and-Learn—provide lunch for your customer service team and let them experience the training together.
This intensive online program builds confidence and expertise in just three focused days. Print CSRs, account managers, and project managers at all experience levels will gain practical skills to elevate customer interactions and improve internal workflows.
Day 1: Empowering Customer Service to Drive the Future of Printing
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- What is the evolving role of customer service in modern printing
- How to manage Leadership’s ever-evolving expectations
- How to extinguish the communication barrier between sales, production, and Customers
- How to incorporate self-care in your busy workday
- Implementing personal self-development for higher responsibilities
Day 2: Communication, Customer Management, and Problem-Solving
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- Communicate clearly and confidently across channels.
- Translate “print speak” into customer-friendly language.
- Manage expectations and navigate tough conversations.
- Solve problems proactively and maintain trust.
- Build emotional intelligence and service resilience
Day 3: Early Takeaways, CSRs Being the Value Add, Action Planning and Accountability
For the third day of the CSR Training Intensive we’ll kick off with a review of critical topics covered and asking about other areas to cover. We’ll look at four ways to add value in the customer relationship: Mindsets, Influencing Outcomes, Exceptional Customer Service Behaviors and Managing Time Effectively. Finally, each participant will capture, review and commit to actions to practice and identify additional areas of opportunity to grow and get better.
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- Clarifying what has been most memorable and actionable–and what’s left CSRs want to cover
- Power of MIndsets, Circle of Influence vs. Circle of Concern, Behaviors of Exceptional Customer Service and Time Matrix
- 3-2-1, Action Planning, Accountability Partners and Holding Ourselves Accountable
Why Attend?
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- Understand how today’s CSR role drives the future of printing
- Improve communication between sales, production, and customers
- Speak confidently with customers—without the “print jargon”
- Manage expectations and resolve issues before they escalate
- Build emotional intelligence, resilience, and self-care strategies
- Learn how CSRs add value beyond the job jacket every day
- Leave with a clear action plan and accountability for growth
Who Should Attend?
Customer service representatives, customer service managers, account managers, project managers, customer care representatives – anyone in the print, packaging, converting, and graphic communications industry in the customer service sector.
Speakers
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- Day One: Debbie Nicholson, Think to Ink
- Day Two: Kelly Mallozzi, Success.in.Print
- Day Three: Peter Muir, Bizucate, Inc.
Date
- Feb 05 - 19 2026
Time
- 9:00 am - 11:00 pm
