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phone etiquette

Customer ServicePRO

Your customer service team is your most powerful marketing tool. Whether your business is looking to convert first-time callers into customers, or current clients into loyal advocates, your frontline staff is your most powerful tool. Telephone etiquette and customer service skills are essential to project the best image of your company to the public.


Who Should Attend? If your customer service team works on the phones, face-to-face or online, this training is ideal for anyone that wants to improve communication skills.

Your team will learn:

  • The best Greeting to set the right tone
    for every call
  • How to create an immediate connection
    with the caller
  • Call Control techniques for productive and engaging interactions
  • Tips for choosing Voice Tone
  • Ways to deliver negative information
    in a positive way
  • Suggestions for Handling Difficult Callers – and keeping cool while doing it!


Key Outcomes

  • Teach your staff to deliver “WOW” Service
  • Increase customer loyalty & referrals
  • Re-energize & motivate employees
  • Set you apart from your competition


Phone Etiquette Fundamentals

  • A short, consistent greeting that will begin each and every call on a positive note
  • A call close that will ensure a positive lasting impression
  • Formulas to address customer’s needs and move the interaction forward

Questioning Techniques and Email for Clear Communication

  • Tactful questioning techniques to gather needed information
  • The basics of creating professional, concise and effective email

Conversation Control and Empathy

  • Engaging the caller while managing call times
  • Vocabulary choices for maintaining control of the exchange
  • The importance of empathy and its role in successful communication

Delivering Negative Information in a Positive Way

  • Using positive words and phrases to soften negative information
  • Phrasing techniques that decrease resistance and increase cooperation
  • The importance of vocabulary and voice tone choices in preventing irate customers

Handling Irate Customers – the Basics

  • A step by step formula to handle difficult or irate callers
  • How to prevent call escalation and increase first call resolution
  • How to keep cool and not bring stress into the next call

Voice Tone, Attitude and Personal Contribution

  • Maintaining a positive voice tone even on a “bad day”
  • How their attitude directly affects the service they provide
  • Seeing a customer service position as meaningful and contributing to the company’s success

Click here to learn more!

Customer service training will increase your bottom line!

positive customer interactionsWith PhonePRO's Customer Service training, your staff will learn the call management tools to positively influence each customer's business and loyalty to your company.

Success Stories

Customer Service Phone Skills Training