Customer Service
68% of the customers who switch to a different vendor do so because of a perceived attitude of indifference. Equipping your staff with the skills to create a “Wow” experience for your customers is an investment that will pay for itself! These seminars are perfect for anyone at your organization that interacts with your client base and with their fellow staff members.
Simply click on the topics below to learn more about these dynamic web seminars!
The Best Way to Open, Close & Control the Call
Successfully control the call and master skills necessary for anyone who handles business on the phone. Make an impression that won’t soon be forgotten!
Your staff will learn:
- The best greeting to make a positive first impression
- To turn that first impression into a positive lasting impression
- Call wrap-up techniques that will leave your customer smiling
Key Concepts:
- Transaction & Interaction
- The Best Greeting
- Controlling the Flow of the Call
- Wrapping up the Call
Length: 25 minutes
Webinar Title: Etiquette Essentials from Start to Finish, Part 1
Best Practices for Call Transfers & Holds
A continuation of the skills that will allow you to successfully control the call and master skills necessary for anyone who handles business on the phone. Make an impression that won’t soon be forgotten!
Your staff will learn:
- Subtle habits that can damage relationships with callers
- To effectively diagnose the caller’s need
Key Concepts:
- Placing Callers on Hold
- Transferring a Call
Length: 15 minutes
Webinar Title: Etiquette Essentials from Start to Finish, Part 2
Positive Voice Tone & Word Choices
Learn to communicate well in even the toughest conversations with tact and professionalism, leaving the client satisfied that they were heard and received the best service possible.
Your staff will learn:
- How to choose the right word or phrase to send the best message
- How to say “no” in a positive way by removing negative phrasing
- How to decrease customer resistance and increase cooperation
Key Concepts:
- Vocabulary and Voice Tone
- Words and Their Meanings
- Avoiding Yellow Zone “Not” Words
Length: 30 minutes
Webinar Title: Wordsmything I – Proceed with Caution, Part 1
Avoiding Communication Troublemakers
Additional skills that will equip you to communicate well in even the toughest conversations with tact and professionalism, leaving the client satisfied that they were heard and received the best service possible.
Your staff will learn:
- How to say “no” in a positive way by removing negative phrasing
- How to decrease customer resistance and increase cooperation
Key Concepts:
- Heavy Obligation and Personal Accusatory Phrases
- More Yellow Zone Troublemakers
Length: 15 minutes
Webinar Title: Wordsmything I – Proceed with Caution, Part 2
The Impact 'Attitude' has on Conversation & More Voice Tone
Competently gather needed information, while building a rapport that will enhance your company’s reputation and keep your customers coming back!
Your staff will learn:
- Vocabulary that increases cooperation and decreases resistance
Key Concepts:
- Voice Tone Development
- Attitude & Mood Factors
- Your Voice as an Instrument
Length: 25 minutes
Webinar Title: Wordsmything II – Gems for Conversation, Part 1
Developing a 'Team' Mentality with Callers
Additional skills to competently gather needed information, while building a rapport that will enhance your company’s reputation and keep your customers coming back!
Your staff will learn:
- How to gather information and ensure that calls are productive
- How to increase rapport with the caller
Key Concepts:
- Affirming Phrases
- Motivating Phrases
Length: 15 minutes
Webinar Title: Wordsmything II – Gems for Conversation, Part 2
The Transforming Skill of Empathy & Understanding the Caller
How much abuse should you take from a customer? Discover healthy boundaries, how to communicate them, and when to remove yourself from the call.
Your staff will learn:
- How to keep those callers from ruining their day or the next call
- How voice tone is a critical factor in a successful phone call
Key Concepts:
- Emotions, Energy & Empathy
- Identifying Types of Callers
Length: 20 minutes
Webinar Title: Telephone Tyrants: Survival Tools, Part 1
Surviving the Very Difficult and Abusive Caller
Continue to discover healthy boundaries, how to communicate them, and when to remove yourself from the call.
Your staff will learn:
- “Must have” information for handling difficult callers
- Tips for reducing the emotional impact of difficult callers
- Skills that turn a stressful encounter into a positive interaction
Key Concepts:
- Survival Tools: Very Difficult Callers
- Survival Tools: Abusive Callers
Length: 20 minutes
Webinar Title: Telephone Tyrants: Survival Tools, Part 2
Effectively Juggling Face-to-Face Visitors, Callers and Multiple Lines
Learn the art of juggling face-to-face and phone interactions…a necessity for all great receptionists!
Your staff will learn:
- Key concepts for the vital role of reception and hospitality
- To turn that positive first impression into a lasting impression
- Steps for expertly transferring calls to the right person or dept
- To answer multiple lines while handling face-to-face visitors
- To juggle these duties while providing great customer service
Key Concepts:
- Employer & customer expectations
- Key reception concepts & the importance of the receptionist role
- Announcing callers to co-workers
- Placing callers on hold
- Handling multiple incoming lines
- Effective call screening
- Handling visitors & callers simultaneously
Length: Approximately 25 minutes
Webinar Title: One Great Reception
Not sure where to start? Give us a call at 800-888-4893 or email us at webinar@phonepro.com and we’ll help you choose the seminar that is right for you!
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