Customer Service for Call Centers

• Customers immediately recognize defensive language or insensitive statements about their issue. 
• During a billing dispute or collections call, customers often report that the agent was condescending
• Customer surveys reveal that if someone had a bad experience and there are more choices for that product or service, they will move on to another option. 

• A specific strategy will be demonstrated that teaches how to speak in a melody style that sounds professional, supportive and friendly. 
• Participants will learn how voice has a role in persuasion and be able to consistently maintain a pleasant-sounding voice for all types of calls.  

• Participants will then learn the strategy of perspective taking, which is how to consider situations from another point of view. Learning how to meet customers at their level can help bring a call to a positive outcome. 
• Common defensive language statements will be identified and replaced with positive and motivating comments. 
• Strategies will be presented to make all calls actionable and in the right direction.

• Have better communication and voice skills 
• Understand a customer’s point of view
• Know how to empathize with customers
• Learn how to seek solutions together
• Kindly educate on policies and next steps
• End the call on a positive and actionable result

Chapter 1 & 2: The Rhythm and Melody for Amazing Communication Skills

Chapter One- teaches how to speak in a style that is engaging and interesting. People who learn to speak with skilled intonation and perceived as smart and better leaders. Participants will learn a specific strategy for learning how to speak with a more controlled rate of speed, making articulation sharp and crisp and having naturally improved projection. This speaking style is more commanding and enhances leadership qualities. 

Chapter Two- will teach how to use the skill at a more advanced level that will be ideal for delivering presentations, leading meetings, speaking with more persuasion, and connecting with individuals. Other facets of leadership through communication are also taught such as how to pose questions that get you the results you want, common vocabulary words that weakens statements and common bad speech habits will be revealed with strategies on how to eliminate them. 

Chapter 3: Speaking from a Stronger and More Powerful Voice

The second skill is learning how to speak with a stronger and more powerful voice. There is a place in the lower throat where the vocal folds function at their best to produce a voice that is rich and vibrant. This e-learning course teaches that placement while eliminating a thin, high or nasal sounding voice.

Chapter 4: How to Speak with a Diaphragm Breath

The final mechanical skill is diaphragm breathing. Many people speak on a shallow breath or even run out of breath when talking. Speaking from a diaphragm breath will allow for more comfort and better projection. In addition, a full diaphragm breath along with good speech melody creates effective and calm speakers. 

Chapter 5: Customer Service Specific Strategies 

This chapter gets into the specifics on how to make customer services calls more positive, effective and actionable in the right direction. Specific strategies such as “perspective taking”, how to see the customer’s point of view to make a better connection is covered in detail. How to phrase language that sounds kind and non-judgmental and how to kindly educate with next steps is covered with targeted exercises. Finally, how to make all calls feel warm is also addressed. By the end of this course, participants will have improved communication skills and specific strategies to ensure all calls are handled professionally and the customer feels valued. 

This course is designed for an approximate 8-week period to allow new skills to develop into every day habit. Lessons are short, 30 minutes or less and the flexibility of e-learning allows users to take the class anywhere, on any device and own timeline. 

Each lesson has: 

• Upload a speech and voice sample and receive feedback
• Instructional videos that teaches a specific skill
• Audio files with expanded information
• Short articles with expanded information, drills and exercises
• Follow up emails until the course is complete
• Discussion groups
• Quizzes
• Certificate of Completion 
• Available to purchase in bulk for employee distribution

Gamification/Self-Assessments

We engage in gamification/self-assessments where participants receive a goal tracking sheet at the course beginning and specialized self-assessment sheets in the areas of speech melody, voice and breathing.  Be on the lookout for information about our discussion groups.

Course Timeline

I recommend taking three weeks for speech melody, two weeks for voice and three weeks for breathing and to tie the skills together. With this e-learning seminar you can take the lessons at your own pace, anywhere and on your timeline.

Please enjoy the free lessons to have an in-depth look at what is offered and how the instruction is delivered. 

Thank you for considering this e-learning program and I wish you great success. 
Liz Peterson, M.A.CCC-SLP
 

Would you like to train your entire team or company?

We offer discounted pricing for bulk and specific unit pricing. After the purchase, the purchaser will receive an email with single use licenses as coupon codes to be distributed across selected employees. Each employee will enter the code and take the course with the full benefits including the Certificate of Completion. Contact us for purchase and set-up. 

1 single-use course, $399 / course

Discount for Bulk Purchase

  5    single-use courses,  save 10%, $359 / course
 10   single-use courses,  save 15%, $339 / course
 20   single-use courses,  save 20%, $319 / course
 25   single-use courses,  save 25%, $299 / course
 50   single-use courses,  save 35%, $259 / course
100  single-use courses,  save 50%, $199 / course

*Specific number of units can also be purchased