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phone etiquette

Customer ServicePRO

Customer service agents are the people that shape the customer’s opinion of your company – so be sure they are creating the right impression with your clients, every time. Customer Service is the core of what we do – let us show you how your staff will elevate your reputation and define your brand with consistent, excellent service.


Telephone Etiquette & Customer Service training includes:

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
  • Best practices for placing callers on hold, screening or transferring calls, avoiding
    “dead air” and more…


Questioning Techniques and Email for Clear Communication

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


Call Control and Empathy

  • Engaging the caller while managing call times
  • Vocabulary choices for maintaining control of the phone call
  • The importance of empathy and its role in succesful 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 callers


Handling Irate Callers – 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
  • …and more!



communication skillsWith Customer ServicePRO training, your staff will learn the call management tools to positively influence each customer’s business and loyalty to your company.

Questions? We’re here to help! 800-888-4893

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