With over a decade in this business, we’ve seen it all. We know bad phone practices when we hear them. We also know what good phone sounds like.
Customer service and telephone skills training are critical to creating loyal and satisified customers, and that’s where our partnership with the training experts at PhonePRO comes in. PhonePRO training emphasizes the human connection, re-energizes your staff and turns them into Service and Sales Superheroes!
Telephone Etiquette & Customer Service training includes:
Phone Etiquette Fundamentals
- A short, consistent greeting that will begin each and every call on a positive note
- A call close that will ensure a positive lasting impression
- Best practices for placing callers on hold, screening or transferring calls, avoiding
“dead air” and more…
Call Control and Empathy
- Engaging the caller while managing call times
- Vocabulary choices for maintaining control of the phone call
- The importance of empathy and its role in succesful communication
Handling Irate Callers – the Basics
- A step by step formula to handle difficult or irate callers
- How to prevent call escalation and increase first call resolution
- How to keep cool and not bring stress into the next call
Voice Tone, Attitude and Personal Contribution
- Maintaining a positive voice tone even on a “bad day”
- How their attitude directly affects the service they provide
- Seeing a customer service position as meaningful and contributing to the company’s success
- …and more!
“On a scale of 1 to 10, our training was a 12. This means happier customer service reps and happier customers.” - PhonePRO customer!
If you’d like to see how PhonePRO training will transform your Caller Experience, contact PhonePRO to help you determine which program is right for you!
Meanwhile, you can watch a demo of the PhonePRO web seminar training.