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phone etiquette


Coach-the-Coach keeps the momentum going after the training!
Reinforce training with consistent feedback and guidance…it’s the best way to ensure consistent and superior staff performance.

Our training will…

  • Transfer training concepts into real
    world application
  • Provide the tools for improving
    employee performance
  • Create a consistent and superior
    customer experience


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Training is an Event…Learning is a Process

Real behavior change comes when learned skills are practiced on an ongoing basis.  This is why your best training program includes a Coach-the-Coach class to help you develop a Coaching program or refine your existing one.  Coaching is the best way to ensure that new techniques are universally understood and consistently applied.

Report cards are fine, but tutors are better

Monitoring gives staff a performance grade, while true coaching empowers them to be an active participant in their own skill development.  Monitoring alone doesn't always generate skill improvement - report cards rarely do!  Monitoring can be a very useful tool, but when you pair it with coaching, you will have a mentoring program that will guide your staff toward genuine skill improvement and job satisfaction.

Are your reps all singing from the same song sheet?

Or are your customers hearing a different tune every time they call?  If so, you’re not alone.  We have found that most companies don’t have specific standards in place for handling calls, which leads to agent confusion and customer dissatisfaction. Our training will provide the standards and coaching will keep everyone in tune!

How much does it cost?

Our pricing varies according to the number of days our instructor is onsite at your location as well as the length of the program and how many people we will be training. Rest assured, we have designed training programs for clients with a variety of staffing and other challenges. Most of our onsite classes are full days (7 hours of training) and start at $2400/day. Contact us for a quote! Give us a call at 800-888-4893 or email us at and we will help you design the best training program to meet your goals!

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Coaching will transform classroom learning into real world skills!

customer service techniquesWith PhonePRO’s Coach-the-Coach course, your managers will learn the techniques for motivating staff to make necessary changes in their performance.

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Customer Service Phone Skills Training