Ensure Customers Feel Valued and Heard
Transforming Customer Service through The Power of Communication with Our Online eLearning Customer Service Training
8-Hour Online Customer Service Training Master Class
Ensure Customers Feel Valued and Heard
Transforming Customer Service through The Power of Communication with Our Online eLearning Customer Service Training
8-Hour Online Customer Service Training Master Class
Why a course specifically designed for customer service?
Why Invest in an eLearning Customer Service and Call Center Training for Your Team.
Poor customer service interactions can result in bad reviews, not moving toward next steps resulting in financial loss, or having the issue escalated up to a manager, costing time and money. How communication and voice are used impacts heavily on the quality, tone, and energy of a customer service experience. Some speech and voice behaviors that can result in a negative customer service interaction include:
Displaying lack of empathy in tone of voice
Using higher and thinner vocal tones that are unpleasant and distracting for the listener
Talking too fast, making it difficult for the listener to understand
Using unhelpful phrases or undesirable vocabulary that can escalate a call
Speaking in a monotone or flat pitch pattern, showing lack of interest in the customer
Being unable to recognize a change in the customer’s level of frustration
Transform your customer service interactions so every experience is positive and forward moving. Check out our video, (Why Take Our Online Communication Course Specifically Designed for Customer Service and Call Center Employees), which clearly outlines the topics and design of the course. Pricing is discounted when purchased in bulk.
Employees will have access to monthly webinars for personal coaching and questions, as well as to our Communication Hub to post questions and interact with others. There is also the option to get personal coaching for employees at a discount.
Contact us today to learn more about our online training. We have two courses to choose from: our Quick Training and Full Training. Be sure to check out our FREE lessons below. Start transforming your team’s customer service persona today!
Next Steps:
Contact us to share with us your needs. We will submit an invoice for the number of courses needed. It is an option to customize your bundle for a precise number of courses. Once payment is received, we will send the course coupons for distribution.
How It Works
- Select the number of courses for your team. Classes are further discounted based on volume purchased
- We will customize the course with your company name and logo
- We will add customization such as rational for the course and learning objectives reflecting the company’s name
- Employees will have community access in our Communication Hub where they can post questions and get a timely response, interact with others participating in the training and read new posts and articles
- We can include a private, live complimentary webinar for your team members to ask questions and receive feedback
- Employees will receive a certificate of completion upon completion of the course
Contact us today to start the process. Once purchased we will provide a coupon code to distribute for a one-time entry.
What Is Included
- All 5 courses to be taken on their timeline
- Every course includes video instruction, audio files and text with information and practice exercises
- eBook, How to Speak like an Expert and Sound like a Leader: Everyone Can be Great a Public Speaking (4th ed 2004) Includes 8 hours of audio instruction
- Access to the Communication Hub. Post questions, access to new articles
- Schedule a private, live webinar for coaching and personal feedback
Five Dynamic eLearning Public Speaking Online Classes
in One Package
Instructor: Elizabeth Peterson, speech-language pathologist with over 20 years of experience
Five Dynamic eLearning Public Speaking Online Classes in One Package
Instructor: Elizabeth Peterson, speech-language pathologist with over 20 years of experience
Course One
How to Sound Smart, Calm, and Kind with Every Customer
How to Sound Smart, Calm, and Kind with Every Customer
Customer service is a demanding job. Representatives will learn how to speak with smart yet calming melody patterns, moving inflection with more vocal variety and sharper articulation known as intonation. They will learn how to speak at a rate that is controlled and sounds professional and kind. Speaking with skilled intonation is the most important communication skill when speaking with the public.
By the end of Course One, representatives will be able to do the following:
- Speak using the “speech stairs strategy” to sound clear, smart, fluid, and confident for every customer service interaction
- Speak with improved articulation and diction
- Eliminate poor speech habits such as speaking too fast, sounding monotone, mumbling, trailing off, and using up-speak
- Understand why speaking with intonation is the most important skill for effective communication when speaking to the public
- Turn new communication skills into habits by applying the speech notebook, speech triggers, and red-light drill exercises in the real world
Course Two
How to Use Communication Strategically to Enhance Your Leadership Persona
How to Use Communication Strategically to Enhance Your Leadership Persona
Representatives will gain new habits for increasing their leadership abilities based on how speech and the voice are used. Ineffective behaviors that can compromise their credibility and leadership persona will be demonstrated, and new strategies to eliminate them will be offered. Weak vocabulary, use of filler words, and other poor speech habits will be revealed and replaced with new skills to speak with more successfully with the public so customers feel valued and heard.
By the end of Course Two, representatives will be able to do the following:
- Understand the three types of up-speak behavior and utilize strategies to eliminate it
- Replace minimizing vocabulary with more impactful communication
- Understand how to apply strategic pauses for more impact
- Pose questions to sound more confident and like a leader
- Employ strategies to keep from talking too fast
- Apply the “cure” to stop “verbal viruses” from discrediting their message
Course Three
How to Speak with a Stronger and More Powerful Voice
How to Speak with a Stronger and More Powerful Voice
Working in customer service is vocally demanding and can strain one’s voice over time. Representatives will learn how to speak in the optimal pitch range by producing vocal tones that are strong, powerful, and confident while keeping the voice safe from injury due to overuse. Tones that are too soft, weak, high in pitch, or nasal are ineffective and should be replaced with those that are strong and clear. Communication will sound more professional from the optimal pitch range.
By the end of Course Three, representatives will be able to do the following:
- Speak with a stronger and more powerful voice
- Utilize multiple strategies for finding the power spot in their voice
- Eliminate ineffective vocal behaviors, such as vocal fry or using tones that are too high, thin, or nasal
- Understand the three types of resonance
- Pass the test for nasal speech
Course Four
How to Diaphragm Breathe for More Effective and Powerful Communication
How to Diaphragm Breathe for More Effective and Powerful Communication
Representatives will learn how to speak from a diaphragmatic breath at the conversational level through our easy four-step process. Speaking from a full breath allows speech to feel fluid and well-coordinated when discussing next steps. Shallow chest breathing will be replaced with fuller and more comfortable breaths that project the voice for clear communication.
By the end of Course Four, representatives will be able to do the following:
- Learn how to speak from a full diaphragmatic breath at the conversational level
- Understand how to coordinate diaphragmatic breathing and talking
- Utilize diaphragmatic breathing as a strategy for managing anxiety
- Eliminate short, shallow chest breathing
- Increase the projection and power in your voice through diaphragmatic breathing
Course Five
Customer Service Strategies to Move the Customer in the Right Direction
Customer Service Strategies to Move the Interaction in the Right Direction
After mastering essential communication and voice skills to be effective with customer service, representatives will learn specific strategies for ensuring the customer service experience moves in the right direction. Course highlights include how to understand a customer’s differing perspective, how to empathize, how to seek solutions together, and tips for kindly educating customers on next steps. By the end of this course, representatives will have a variety of actionable strategies to ensure the customer experience is positive and represents the company’s values.
By the end of Course Five, representatives will be able to do the following:
- Utilize a technique for understanding a customer’s point of view
- Apply strategies to authentically empathize with a customer’s situation
- Access several positive phrases or terms to ensure a call remains positive
- Understand the value of “warm calls” to keep frustrated customers calm
- Apply several strategies to redirect a frustrated caller before seeking support from management
A Note from Liz
It takes time to learn new habits. This course has been designed to take approximately six weeks for skill mastery. We recommend taking two to three weeks for Courses One and Two, one to two weeks for Course Three, and one to two weeks for Courses Four and Five. You control the pace—no need to rush. Take the time to practice these new skills. Once these skills become habits, they will become natural. Enjoy!
Investing in our eLearning customer service and call center training will improve your employees’ communication and voice skills to help them better engage with and relate to customers. Interactions will be more favorable because customers will better understand policies to move the goal in the right direction. As a result, customer relations will be productive, ultimately increasing the company’s bottom line.
Customer Service and Call Center Online Courses Include:
Select the Course Bundle for Your Needs
Tier One
- Course One: How to Sound Smart, Calm, and Kind with Every Customer
- Course Five: Customer Service Strategies to Move the Customer in the Right Direction
- Community Access: Ask Questions, read posts and communicate with members
Tier Two
- Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
- Community Access: Ask questions, read posts and communicate with members
Each employee will get a one-time access coupon. Coupons good for lifetime of course.
Discounted Bulk Pricing Tier One
Discounted Bulk Pricing Tier Two
Each employee will get a one-time access coupon. Coupons good for lifetime of course.
Try a Free Public Speaking Online Course. See If eLearning is Right for You!
Free Lesson – Course One
An Introduction to the Speech Stairs Strategy with Course Highlights and How Skills Blend Together
Choose the Training Option that is Best for Your Team
-All 5 Courses
Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
Community Access: Ask questions, read posts and communicate with members
Discounted Bulk Pricing
*We can customize the number of classes needed
Free Lesson – Course Two
How Strategic Communication Enhances Your Leadership Persona
Choose the Training Option that is Best for Your Team
-All 5 Courses
Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
Community Access: Ask questions, read posts and communicate with members
Discounted Bulk Pricing
*We can customize the number of classes needed
Free Lesson – Course Three
Take a Journey through Your Resonating Cavities
Choose the Training Option that is Best for Your Team
-All 5 Courses
Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
Community Access: Ask questions, read posts and communicate with members
Discounted Bulk Pricing
*We can customize the number of classes needed
Free Lesson – Course Four
Introduction to Diaphragm Breathing
Choose the Training Option that is Best for Your Team
-All 5 Courses
Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
Community Access: Ask questions, read posts and communicate with members
Discounted Bulk Pricing
*We can customize the number of classes needed
Free Lesson – Course Five
The Number One Cause of Fear of Public Speaking
Choose the Training Option that is Best for Your Team
-All 5 Courses
Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
Community Access: Ask questions, read posts and communicate with members
Discounted Bulk Pricing
*We can customize the number of classes needed
Testimonials & Success Stories
Look What Former Clients Say about Working with Us!
“Liz is awesome. She has provided me with all the best tools to implement in my setting. I am effectively communicating in my meetings and presentations. She is full of so much energy. Liz is a true expert and professional. She is able to take a concept and break it down into useful information you can use beyond the class.”
“Her class has taught me to slow down. Liz’s teaching style is so different from what I have had before. She is about how to deliver that message clearly and with impact. She also focuses on how you sound. You know that when you sound good that you are confident. She knows that based on how you sound is how you will appear. Her training has helped me so much. I feel ready to deliver a presentation.”
Contact Us to Order Your Customer Service and Call Center Online Training
We are ready to assist you with ordering your customized online training for your team. We can also customize the volume to your specifications.