Our customer service and phone skills training are designed to unsure every interaction is positive and customers feel valued and heard.
Studies Show That:
- During a product or billing dispute, customers often report that the service agent was condescending, rude or insensitive to their issue
- Supervisors report that when calls are escalated to management, they are taken away from other duties which increases their level of stress and workload
- 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
Our Customer Service and Phone Skills Training will give employees the tools to ensure that every interaction is a successful interaction.
- Training by Elizabeth Peterson, M.A., CCC-SLP. Licensed speech-language pathologist for over 20 years
- The book, Speak like an Expert and Sound like a Leader (4th ed. 2026) is included with the training
- Our Reviews Prove It! Google, Facebook and Yelp
Our Customer Service and Phone Skills Training Focus on Two Highly Important Key Elements: Communication and Voice along with Proven Customer Service Strategies
Team members will excel using communication and voice techniques:
- Professional melody patterns that sound clam and supportive
- Communication strategies that will control fast talking, up-speak, monotone or mumbling speech habits
- Use a vocal tone that is pleasant, calm and sounds confident
- Speak from the optimal pitch range to keep an employee’s voice healthy and safe from a full day of working on the phone
- Learn communication phrasing where the customer feels heard
Employees will master customer service strategies for successful interactions:
- Utilize cognitive strategies for redirecting emotional or frustrated customers to a more positive outcome
- Use the skill of “Perspective Taking” by understanding situations through the customer’s points of view
- Have prepared language that will position a customer to feel heard and more empowered that their issue is being resolved positively
- 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
Two Ways to Train Your Team
Onsite Team Training: We come to you
Online self-guided training. Discounted for bulk purchases
Customer Service & Call Center Training
Turn Every Customer Interaction into a Positive Experience
Your customer service team is the voice of your company. Within seconds, customers decide whether they trust your business based entirely on how your representatives sound, respond, and communicate.
Our customer service and call center training equips your team with the communication, voice, and strategy skills needed to ensure every customer feels heard, respected, and confident in your organization.
Why Customer Service Training Matters
Research shows:
- Customers frequently report agents sounding condescending, rushed, or dismissive during billing or service issues
- Escalated calls pull supervisors away from critical responsibilities, increasing stress and inefficiency
- A company’s credibility is judged instantly based on tone of voice, speech clarity, and professionalism
This is not just a training issue, it’s a revenue, retention, and reputation issue.
What Makes Our Training Different
Our program goes far beyond traditional customer service trainings. We combine:
- Evidence-based communication and voice strategies
- Training led by Elizabeth Peterson, M.A.,CCC-SLP a licensed speech-language pathologist with over 20 years of experience
- Participants also receive the book: Speak Like an Expert and Sound Like a Leader (4th Edition, 2026)
- Two-week email follow up to ensure new skills are becoming a habit
- Complementary follow up group webinar after the training for final questions and coaching feedback.
Our Three Primary Areas of Training
Professional Communication That Builds Trust
Your team will learn how to:
- Use clear, confident language that helps customers feel understood
- Apply proven phrasing techniques that reduce tension and increase cooperation
- Recognize and redirect conversations before they escalate
Voice Training for Immediate Impact
How something is said matters just as much as what is said.
Your team will develop:
- A calm, supportive vocal tone that builds trust instantly
- Strategies for speaking from their optimal pitch range for confidence and leadership persona
- Exercises to maintain a healthy voice during high call volumes
Customer Service Strategies That Reduce Escalations
Employees will gain practical tools to:
- Apply perspective-taking to better understand and de-escalate situations
- Use prepared, professional language that helps customers feel heard and respected
- Resolve issues at the first point of contact, reducing the need for supervisor intervention
Training Options
Onsite Team Training
We come directly to your organization and train your team customized to your environment and challenges.
Online Self-Guided Training
Flexible, scalable training ideal for growing teams. Bulk pricing available for organizations.
How to get started
- Contact us and share with us your goals for the training
- We will send you a proposal with recommendations and pricing
- Schedule it!
Testimonials & Success Stories
Frequently Asked Questions
How quickly will we see results from the training?
Most organizations notice improvements immediately, especially in tone of voice, clarity, and call control. Long-term results continue to build as teams apply the strategies consistently.
Is this training only for call centers?
No. This training is ideal for call centers, customer service teams, front desk staff, healthcare offices, and any client-facing role where communication impacts customer experience.
What makes this different from standard customer service training?
Most programs focus on scripts. We focus on how your team sounds and communicates in real time, including tone, delivery, and behavioral strategies so interactions feel natural, not scripted.
Can the training be customized for our industry?
Yes. All onsite trainings are tailored to your organization, including your common call scenarios, challenges, and communication goals.
Can team members join online?
Absolutely. In fact we do this often and virtual participants are included in the exercises as if they were in the room.
Proven Results That Build Confidence
Our clients consistently report:
- Fewer escalated calls
- More confident, professional communication
- Improved customer satisfaction and retention
- Reduced stress for both team members and supervisors
