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phone etiquette

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 titles below to learn more about these dynamic web seminars!

 

Etiquette Essentials from Start to Finish, Part 1

Make an impression that won’t soon be forgotten! Welcome the caller and set the tone for the call in the first 3 seconds, then smoothly control the call with skills that will show your company in the best light. This seminar will demonstrate The Best Way to Open, Close & Control the Call.

 

 

Watch a demo!

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

Etiquette Essentials from Start to Finish, Part 2

A continuation of the foundational skills covered in Part 1.  The functions of Hold and Transfer may seem obvious, but if done incorrectly, can ruin the tone of even the best phone call.  This seminar will discuss Best Practices for Call Transfers & Holds.

 

Watch a demo!

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

Wordsmything I - Proceed with Caution, Part 1

We don’t always know where the conversation took a wrong turn – we may think saying “I can’t” is perfectly reasonable if that’s the truth, but it can be a direct route to angering a caller.  This seminar will show alternative phrasing that will communicate the same message in a positive way to protect the relationship with the caller, even the toughest conversations.  Watch this seminar to learn the importance of Positive Voice Tone & Word Choices.

 

Watch a demo!

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

 

Wordsmything I - Proceed with Caution, Part 2

No one likes to be told what they “have to” do or “need to” do.  That’s a surefire way to decrease cooperation with a caller!  Instead, learn how 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.  This seminar will explain how to Avoid Communication Troublemakers.

 

Watch a demo!

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

Wordsmything II - Gems for Conversation, Part 1

Competently gather needed information, while building a rapport that will enhance your company’s reputation and keep customers coming back!  This seminar will discuss The Impact ‘Attitude’ has on Conversation, as well as a closer look at the importance of Voice Tone.

 

Watch a demo!

Your staff will learn:

  • Critical vocabulary choices that increase cooperation and decrease resistance with customers
  • How Voice Tone, Attitude and other factors influence the impression callers have of your and the level of service they receive

 

Key Concepts:

  • Voice Tone Development
  • Attitude & Mood Factors
  • Your Voice as an Instrument

 

Length: 25 minutes

 

Wordsmything II - Gems for Conversation, Part 2

Sometime calls can get off track – and while we want to build a relationship with our customers, the conversation also needs to be productive.  In Part 2, we’ll cover additional skills to keep the call moving along while ensuring that customers feel cared for and valued.  Learn how to build rapport while making every call productive by Developing a ‘Team’ Mentality with Callers.

 

Watch a demo!

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

Telephone Tyrants: Survival Tools, Part 1

What’s the difference between a Difficult Caller and an Abusive Caller? We’ll explain how to recognize the difference and explain the specific skills for handling each type, and how navigate them successfully. Watch this seminar to discover The Transforming Skill of Empathy & Understanding the Caller Types.

 

Watch a demo!

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

Telephone Tyrants: Survival Tools, Part 2

How much abuse should you take from a customer? Part 2 will continue to discover healthy boundaries, how to communicate them, and when to remove yourself from the call.  This seminar will detail how to Survive the Very Difficult and Abusive Caller.

 

Watch a demo!

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

One Great Reception (Training for Receptionists)

Learn the art of juggling face-to-face and phone interactions…a necessity for all great receptionists!  This seminar covers the solid skills from Etiquette Essentials, and also incorporates Effectively Juggling Face-to-Face Visitors, Callers and Multiple Lines.  A must-see for all staff in a Receptionist or similar position!

 

Watch a demo!

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

 

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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