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phone etiquette


Will this course equip my customer service team to up-sell and cross-sell?

Absolutely! PhonePRO’s philosophy is that customer service and sales go hand-in-hand and that properly matching a customer with a product can be a great way to ensure their satisfaction and loyalty with your company. We can help your staff to identify ways to combine great customer service with revenue opportunities all in the same call or customer interaction.

How can I utilize onsite training if I’ll be short staffed on the phones?

This is very common concern. Like many of our clients, we think you’ll find that the long term gain of interactive, hands-on classroom training is worth the short term pain of being short staffed on the phones for a day or two. We have several options when staffing is a concern: – We can divide your staff into two groups and run them through the training at different intervals ensuring that no one is off the phone for more than a few hours – We can deliver the training after hours or during the weekend – We can include other departments from your company so no single department has everyone off the phone at the same time – Routing calls to another location during training and playing an announcement on the IVR system to let customers know that the staff is in training in order to better serve their needs.

Is the observation day really necessary?

The observation day is vital in order to customize your training program, particularly for Sales. It is an important part of the program, and helps our trainer to fully understand your business, including the strengths and challenges of your staff. The observation day is also a great way to spot any revenue opportunities that are being missed on sales calls as well as the perfect time for interacting with the staff to identify the sales ‘mindset’ of the group prior to training.

Can I do a combination of Sales and Customer Service training in the same class?

Yes.  As a matter of fact, our Sales class has aspects of customer service already integrated into the course content. These include concepts that are unique to selling over the phone such as voice tone, using positive vocabulary words, and overall telephone etiquette. We strongly believe that the basics of customer service must be in place before even attempting sales! If your inside sales team members are already customer service superstars, then we also offer sales training without the customer service content. We always customize our programs to fit your needs!

What is the best class size?

We have worked with sales groups as small as 2 or 3 people to as many as several hundred over a period of days and weeks. The ideal class size for Sales is between 12-20 students per class.

How long is the training? Is it a full day?

Generally, the course content of our Sales class is 7 hours. The class is usually scheduled in half day increments over a period of two days onsite in order to have some staff available to answer the phones while the others are in training. We also have half day programs available. As with every course, you and your PhonePRO instructor can decide which topics are most important to cover whether the training is the full seven hours, or a condensed 3 1/2 to 4 hour session.

What type of technique reinforcement do you offer?

We realize it’s impossible to retain 100% of what is learned in training, so we have several recommendations: -  Coach-the-Coach teaches supervisors, team leads and management to coach the staff on the new techniques and skills learned in the Sales course. It reinforces the new skills and helps the staff to practice them until they become habit. It’s the best ‘return on investment’ insurance for your training. -  We also offer customized refresher training. This can take place anywhere from 6-12 months after the initial training and will help the staff brush up on key techniques so that all of their skills are fully implemented. -  Your PhonePRO Trainer is also available for advice and guidance after the training is completed. They’re just a phone call or email away!

Which is a better fit for me? Onsite Training or Web Seminars?

Our Sales course is currently offered for onsite training only. However, we do offer web seminars that cover Customer Service, Receptionist and Coaching topics.

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!

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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Customer Service Phone Skills Training