We understand that a misunderstanding between a potential customer and company representative can be time consuming and/or costly. Our customer service and phone skills training are designed to ensure that every interaction is positive and position customers to feel heard and valued.
For a company to be successful, it is essential that customers feel respected, valued and understood as they choose to spend or not spend their money on products or services. Both positive and negative interactions ultimately influence sales, profits, reputation and outcomes.
By conclusion of the training, participants will be able to (depending on length of training):
Communication and Voice
It would be our pleasure to hear your vision and goals for a customer service training that would exceed expectations. We offer half, full day and split training options in Denver or nationwide. For detailed information, please visit our Onsite Team Training page.
Our training teaches professional intonation, the rhythm and melody for communicating in a style that is clear, easy to follow and engaging. Our strategy eliminates monotone, mumbling and too fast of speech habits. We also teach how to speak from the “ideal” voice that is rich, calm and friendly while radiating leadership and confidence. To ensure the right messaging is being sent, we look at language, phrasing and word choice.
Exercises can include generating statements for a positive outcome.
|What not to say…||What to say instead…|
|I don’t make the rules.||I understand your situation. Let’s see what we can do.|
|There’s nothing I can do.||I am here to help. Let’s look at some options.|
|What happened is not my fault.||We are on the same team, I’m looking into your account.|
We explore what creates an excellent customer service experience, and a disappointing one. We teach the cognitive strategy of “perspective taking”, which shows how to consider situations from another point of view. This strategy helps a customer feel heard and understood. Team members can learn the strategy of “joining”, which is successful for a situation that is becoming emotional. Having a variety of skilled strategies can make the difference between a successful and an unsuccessful customer service interaction.
As an exercise, we can listen to recorded calls and identify what went well and suggest new ways for approaching disappointing calls. We will analyze the types of behaviors, such as tone of voice, speech manners and word choice, that trigger frustration and anger versus behaviors that lead to a proactive and positive experience. Having you listen to recorded calls is a very effective part of our training.
If listening to recorded calls is not possible, we can do role playing activities that are custom designed for your customer service needs.
It would be our pleasure to hear your vision and goals for a customer service training that would exceed expectations. We offer half, full day and split training options in Denver or nationwide. For detailed information, please visit our professional development page .
Books and recorded seminar for accent reduction and public speaking.