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phone etiquette

Proceed with Caution

Part 1

Purchase direct access to this video or an all-access pass which grants you unlimited viewing of our entire training catalog.

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

Course Details
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.


Proceed with Caution

Part 2

Purchase direct access to this video or an all-access pass which grants you unlimited viewing of our entire training catalog.

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

Course Details
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.

Success Stories

Customer Service Phone Skills Training