We understand that a misunderstanding between a potential customer and company representative can be time consuming and/or costly. Our customer service and phone skills training are designed to ensure that every interaction is positive and position customers to feel heard and valued.
For a company to be successful, it is essential that customers feel respected, valued and understood as they choose to spend or not spend their money on products or services. Both positive and negative interactions ultimately influence sales, profits, reputation and outcomes.
Our customer service training is specifically designed to meet the unique needs of your team. We provide our training in the Denver Metro area or we travel to you.
Our training teaches professional intonation, the rhythm and melody for communicating in a style that is clear, easy to follow and engaging. Our strategy eliminates monotone, mumbling and too fast of speech habits. We also teach how to speak from the “ideal” voice that is rich, calm and friendly while radiating leadership and confidence. To ensure the right messaging is being sent, we look at language, phrasing and word choice.
Positioning the Customer for the Ideal Experience
We explore what creates an excellent and disappointing customer service experience. The cognitive strategy of “perspective taking” can be taught which teaches how to consider situations from another point of view. This strategy is helpful for a customer to feel heard and understood. Team members can learn the strategy of “joining” which is successful for a situation that is getting emotional. Having a variety of skilled strategies can make the difference for a successful or unsuccessful customer service interaction.
What to say vs. What not to say
Exercises can include generating statements for a positive outcome.
What not to say…
What to say instead…
As an exercise, we can listen to recorded calls and identify what went well and new ways for approaching disappointing calls. We will analyze the types of behaviors such as tone of voice, speech manners and word choice that triggers frustration and anger versus creating behaviors that leads to a proactive and positive experience. Listening to recorded calls is a very effective part of our training.
By conclusion of the training, participants will be able to (depending on length of training):
It would be our pleasure to hear your vision and goals for a customer service training that would exceed expectations. We offer half, full day and split training options in Denver or nationwide. For detailed information, please visit Business professional development page.
Not Needing a Group Training?
We provide individual customer service coaching and offer 4, 6, and 8 week programs. Please call us to arrange your complementary consultation.
Try one of our products!
Designed for busy professionals who want to quickly improve their speech, voice, presentation and leadership image. Pick from a variety of formats to meet your needs and style of learning. Our Book and Audio CDs, or digital downloads, or our actual Seminar that you can watch and follow along from your own home.
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