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phone etiquette

Gems for Conversation

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

  • Critical vocabulary choices that increase cooperation and decrease resistance with customers
  • How Voice Tone, Attitude and other factors influence the impression callers have of your and the level of service they receive

Key Concepts

  • Voice Tone Development
  • Attitude & Mood Factors
  • Your Voice as an Instrument

Course Details
Gems for Conversation – Part 1

Competently gather needed information, while building a rapport that will enhance your company’s reputation and keep customers coming back! This seminar will discuss The Impact ‘Attitude’ has on Conversation, as well as a closer look at the importance of Voice Tone.


Gems for Conversation

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 keep those callers from ruining their day or the next call
  • How voice tone is a critical factor in a successful phone call
  • “Must have” information for handling difficult callers
  • Tips for reducing the emotional impact of difficult callers
  • Skills that turn a stressful encounter into a positive interaction

Key Concepts

  • Vocabulary and Voice Tone
  • Words and Their Meanings
  • Avoiding Yellow Zone “Not” Words

Course Details
Gems for Conversation – Part 2

What’s the difference between a Difficult Caller and an Abusive Caller? We’ll explain how to recognize the difference and explain the specific skills for handling each type, and how navigate them successfully. Watch this seminar to discover The Transforming Skill of Empathy & Understanding the Caller Types.

Success Stories

Customer Service Phone Skills Training