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! 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.

    Why Our Online Customer Service Training Course?

    Become an effective communicator with a more powerful voice in three weeks.

    • Team members set their own schedule and on their own timeline
    • Learn in small increments. Team members are set up to achieve new skills
    • Several practice exercises and tools
    • Team members will gain better speech and voice skills with video and audio instruction
    • Motivation not a problem with weekly emails to keep team members moving forward
    • Progress checked in every course with self-evaluation tools
    • Team members will know they mastered it with quizzes 
    • Certificate of Completion
    • Instruction by Elizabeth Peterson, M.A., CCC-SLP licensed speech-language pathologist and speech coach with over 20 years of experience. Author of Speak like a Leader and Sound like an Expert. 4th ed. 202

    This class will give employees all of the tools to be viewed as a leader when they speak and present

    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

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    Q

    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

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    Q

    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

    customer service man
    Q

    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

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    Q

    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

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    Q

    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!

    Customer Service and Call Center Includes

    Discounted Bulk Pricing

    Each employee will get a one-time access coupon. Coupons good for lifetime of course.

    Discounted Bulk Pricing

    Try a FREE Class from Each Course!

    man helping woman

    Course One

    An Introduction to the Speech Stairs Strategy with Course Highlights and How Skills Blend Together

    Liz presenting

    Course Two

    How Strategic Communication Enhances Your Leadership Persona

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    Course Three

    Take a Journey through Your Resonating Cavities

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    Course Four

    Introduction to Diaphragm Breathing

    customer service agent

    Course Five

    How to Understand a Customer’s Point of View for Achieving the Best Outcome

    Download Your Free E-book

    Accent Reduction 101 Live-Recorded Training Seminar and Instructors Manual for Teachers of Accent Reduction

    How to Speak like an Expert and Sound Like a Leader

    Want to improve your public speaking skills? Download our free e-book, Speak Like an Expert and Sound Like a Leader (2023) 4th Ed. Learn the “Speech Stairs Strategy” for speaking in a melody pattern that sounds smart, engaging, and confident. Understand vocal pitch and how to strengthen it. Breathing for life is different from ideal communication. Learn how to breathe from the diaphragm for natural projection. Get tips on how to deliver presentations effectively and with confidence. Plus, more.

    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.”

    - Aileen

    “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.”

    - Preston

    Frequently Asked Questions

    How long is there access to the course?

    There is lifetime access to purchased course.

    Is online as good as private instruction?

    We did our best to make it so! These online courses cover all of the essential topics that would be taught in our private classes. Each video demonstrates instruction that a private client would receive. The printed and auditory files come from the book. You can join our webinars for personal feedback and additional coaching. It is of course not the same as working directly with a coach but it is close.
    *The book is available for purchase to have all of the content and auditory files together.

    What are the advantages of an online self-paced class?

    Flexibility! You can take this course on any device and on your own timeline. All of the topics covered in private instruction are covered in this online class. There are self-assessments across the program so you can check your progress. The causal style of the videos and auditory support creates a personal feel.

    Will I get results from an online self-paced class?

    Every online lesson has a targeted learning objective. However, even private clients need to practice new skills for them to turn into natural habit. You will develop your skills through printed drills, auditory support, the speech notebook, speech triggers, red-light drills and other tips on how to reinforce skills out into the real-world. If you reinforce your skills as directed thorough the class, you should achieve your goals.

    How will I know if I am making progress?

    There is opportunity to join our free webinars to receive feedback and custom coaching. In addition, there are several self-assessments on communication, voice, breathing and other related areas so you can identify your strengths and where more practice may be needed.

    Will my company pay for this class?

    Possibly yes. Find out through your HR representative or supervisor if Professional Development Funds are available for continuing education. If not, check with your tax accountant. Often a professional development seminar can be written off in your taxes under the Miscellaneous category.

    Is my class refundable if I don’t like it or see progress?

    No. Our online, self-paced classes are not refundable after having access to the content. We have provided enormous information on what the class is about, what you will learn and how your will learn from our website and videos. There is a free lesson from each chapter for you to try before you buy. Before you purchase it, determine if your technology, learning style or level of self-discipline is ideal for a self-paced learning experience.