Call Center Customer Service Training in Denver, Nationwide or Online

Learn Strong Customer Service & Call Center Skills

learn strong customer service and phone skills for business

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.

Studies Show that...

Within seconds, a customer will make a conclusion on the credibility and integrity of a company based on how speech, accent, grammar and tone of voice were used by the company representative.
Customers make quick judgments, not on content, but the sound characteristics, such as speaking too fast or with up-speak or having a thin, high or nasal sounding voice.
During a product or billing dispute, customers often report that the service agent was condescending, positioning customers to request to speak to a supervisor or discontinue further business.
Customers immediately recognize incorrect grammar, defensive or insensitive statements about their issue.
Conclusions are made quickly when customers are immediately placed on hold or the phone goes unanswered.
Customer surveys reveal that, if someone has a bad experience and there are several choices for that product or service, they will move on to another option.

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.

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Customer Service and Call Center Learning Objectives:

Customer Service and Phone Skills Training Objectives

By conclusion of the training, participants will be able to (depending on length of training):

Communication and Voice

Speak with professional intonation that will captivate a customer’s interest and create better interpersonal connections.
Speak with professional intonation that will improve a too fast of a speech rate, up-speak habits and articulation.
Use a vocal tone that is pleasant, calm and sounds confident.

Customer Service

Have a clear understanding of successful and unsuccessful customer service situations.
Have cognitive strategies for redirecting emotional or frustrated calls to a more positive outcome.
Use the skill of perspective taking, by understanding situations through other points of view.
Have prepared language to use that will position a customer to feel heard and more empowered that their issue is being resolved professionally.
Gain stronger self-analysis and awareness with the ability to recognize a declining customer service interaction and then redirect for a more professional outcome.
Empower customer service representatives to resolve the situation positively to avoid escalation to supervisors.

Customer Service and Phone Skills Training Options

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.

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professional intonation and rythymn for effective customer service phone skills

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.