Transforming Customer Service through the Power of Communication
How to Ensure Customers Feel Valued and Heard
8-Hour Online Customer Service Training Master Class
Why a course specifically designed for customer service?
Customers are unforgiving when it comes to poor service. This is demonstrated through numerous studies and the impact of bad reviews. Nothing hurts the growth of a company more than a bad reputation related to customer service.
Never lose business or get bad reviews again due to a poor customer service
experience! Our online customer service class is designed to transform a customer’s experience to a positive resolution based on how communication and vocal tones are applied. Collect revenue more efficiently and move a customer transaction toward the right direction after completion of this course.
Five Courses 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!
Benefits of This Course
8-Hour Three-to-Six Weeks for New Skills to Become Habits
- High-value program with five courses in one bundle—includes monthly webinars for personalized feedback and coaching
- 40 short instructional videos
- Auditory files with expanded instruction and drills
- Easy-to-read content and exercises
- Weekly follow-up emails until the course is completed for eight weeks
- Quizzes at the end of each course to ensure understanding
- Goal tracking and self-evaluations across all courses
- Easy course navigation that allows you to pick up where you left off
- Certificate of completion
Course available for bulk purchase at a discount. Call to learn more.
Purchase your Course Bundle. Five Courses for One Price
Tier One
- Full webinar
- Video instruction
- Auditory files
- 1 group webinar entry
Tier Two
- Full webinar
- Video instruction
- Auditory files
- 2 group webinar entries
- Book: How to Speak like an Expert and Sound like a Leader (8-hour full audio included)
Tier Three
- Full webinar
- Video instruction
- Auditory files
- 3 group webinar entries
- Book: How to Speak like an Expert and Sound like a Leader (8-hour full audio included)
- One private coaching session (after course completion; $175 value)
- 15% discount for coaching packages, live public speaking or leadership seminars (over $100–$400 value)
Try a FREE Class from Each Course!
Course One
An Introduction to the Speech Stairs Strategy with Course Highlights and How Skills Blend Together
Course Two
How Strategic Communication Enhances Your Leadership Persona
Course Three
Take a Journey through Your Resonating Cavities
Course Four
Introduction to Diaphragm Breathing
Course Five
How to Understand a Customer’s Point of View for Achieving the Best Outcome
Corporate Clients
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.”