Customer Service and Phone Skills Training

Learn Strong Customer Service and Phone Skills,

…training that is essential for every company.

We understand that a misunderstanding between a potential customer and a company representative can be costly. Our customer service and phone skills training are designed to ensure that every interaction is positive and represents the company well.

See Improved Sales
and Customer Satisfaction!

Studies show that…

• 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’s representative.
• Customers make quick judgments, not on content but on the sound characteristics of an individual’s speech and voice quality such as sounding nasal, too high or mumbling.
• Fast judgments are made on how customers feel they were treated such as immediately being placed on hold or listening to fast or monotone speech patterns.

For a business to be successful, it is essential that customers feel respected, valued and understood as they choose to spend or not to spend money on products or services. The right interaction can influence a customer’s mood, emotion and opinion about a company. Both positive and negative interactions ultimately influences sales, profits, reputation an outcome.

Elizabeth Peterson has been a speech therapist and speech coach for over 20 years. She has operated her corporate communication practice in Denver for over 10 years. She has taught many companies the right formula to improve customer service relationships and grow reputation and profit.

Customer Service and Phone Skills Training Design

Our customer service training is uniquely designed to meet specific needs of your company in the Denver Metro area or we travel to you. Our training begins by focusing on good communication standards and voice skills to teach your employees to speak skillfully to customers and represent the company’s services and products in top professional form. We listen to previously recorded calls and identify strengths and new areas of opportunity. We then role play new customer service scenarios where new skills can be applied.

It would be our pleasure to hear your goals and vision for your company or team and develop a goal directed training that will exceed expectations. By the end of our training, your employee will be able to improve a customer service experience by:

• Speaking in a melody pattern that is pleasant and interesting
• Speak with vibrant vocal tones that communicates confidence
• Having prepared statements and strategies for a variety of customer concerns or issues
• Applying strategies for redirecting a call in the right direction
• Feeling confident that your employee can professionally handle a variety of situations from customers

A business needs customers to grow. Employees need to feel supported and empowered. Happy customers also create happy employees which can lesson costly turnover. This training will have both customers and employees feeling good about their experience.

Customer Service and Phone Skills Training Objectives:

• Teach business melody (intonation) that that is controlled, pleasant, professional and clear.
• Use a vocal tone that is pleasant, calm and interesting for the listener.
• Speak from the optimal pitch range to communicate with stronger and richer vocal tones.
• Master business psychology for posing questions to engage a customer.
• Learn how to “join” customers at their emotional level and communicate effectively.
• Understand the rules and culture for placing someone on hold.
• Learn several strategies to work more successfully with customers who may be confused about products or policies or who are frustrated or angry.
• Learn how to relate to customers, identify moods to gain understanding in a comfortable and pleasant manner and de-escalate angry customers.
• Learn voice and communication strategies for panic stricken callers.
• Have statements ready for a variety of outcomes.

CUSTOMER SERVICE AND PHONE SKILLS TRAINING OPTIONS

We offer half, full and our most popular training, split day at business locations in Denver or Nationwide. For detailed information please visit our Business Communication Training on types of training and group size. We also provide private coaching in these areas.

• We provide individual coaching and offer 4, 6, or 8 week private sessions. Please call to arrange a complementary consultation.
• For pricing, please call us so we can learn about your team, needs, group size and type of training of interest. After our discussion, we will then send you a proposal of different training options along with cost.

Interested in a self study program?

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.