Virtual: CSR Training Intensive - 3 Part Series

CSR Training Intensive - 3 Part Series

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 those 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.

Presented in conjunction with APAN, this intensive online program builds confidence and expertise in just three focused days. Regardless of your experience level, you will gain practical skills to elevate customer interactions and improve internal workflows.

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.

The 3-Part Series

Part 1. Empowering Customer Service to Drive the Future of Printing
Thursday, 2/5/26 at 12:15 pm EST
Presented by Debbie Nicholson, Think to Ink

• Understand how today’s CSR role drives the future of printing
• Manage leadership’s ever-evolving expectations
• Extinguish the communication barrier between sales, production, and customers
• Incorporate self-care in your busy workday
• Implement personal self-development for higher responsibilities

Part 2. Communication, Customer Management, and Problem-Solving
Thursday, 2/12/26 at 12:15 pm EST
Presented by Kelly Mallozzi, Success.in.Print

• 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

Part 3. Early Takeaways, CSRs Being the Value Add, Action Planning, and Accountability
Thursday, 2/19/26 at 12:15 pm EST
Presented by Peter Muir, Bizucate, Inc.

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 improve.

• Clarify what has been most memorable and actionable, and what’s left 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

Registration & Pricing

Cost for PIAG Members:

$175 per company - Registration includes three live sessions.

We encourage you to host each session as a Lunch and Learn with your entire customer service team and experience the training together. 

No partial registrations or refunds for missed sessions will be granted. 

Register Now