We understand that a misunderstanding between a potential customer and company representative can be time consuming and/or costly. Both positive and negative interactions influence sales, collections, outcomes and reputation. Our customer service and phone skills training are designed to ensure that every interaction is positive and positions customers to feel heard and valued.
Take this course anywhere, on any device and on your timeline! Enjoy our FREE LESSONS from each chapter!
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.
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.
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.
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:
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.
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
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