Module Summary: Positive and Productive Language
The Positive and Productive Language module focuses on helping customer service professionals improve the quality of their communication with customers, specifically the words and phrases they use along with their customer-friendly tone of voice.
Click on the video link below to play a brief clip of the Positive and Productive Language program. Then click on the "free preview" link above to review the complete Phone Skills Trainer program.
The Positive and Productive Language module focuses on helping CSRs improve the quality of their communication with customers, including:
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The importance of vocal qualities.
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How to project a warm, customer-friendly tone on every call.
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The importance of smiling during phone calls with customers.
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How to handle common words and phrases ("red flags") that frustrate customers.
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How and when to apologize to a customer.
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Taking responsibility for the call.
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Using specific words and phrases that let the customers know you truly want to help them.
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Getting feedback from co-workers for continuous improvement.
Note: Additional training tools and resources are available including a facilitator guide with video, PowerPoint presentations and handout masters (if you wish to conduct your own face-to-face training) and participant workbooks that can be used as a companion to live training and e-learning delivery. Contact us for more information on these additional resources.
For more information please request an information package
You may call Frontline Learning at (763) 390-2430 or email info@phoneskillstrainer.com
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"After I recorded a few of my calls and listened to them, I was amazed at how much my vocal qualities were projecting to customers. It made me much more sensitive to the need to stay positive and upbeat on every call, and to make sure I am projecting sincere enthusiasm to every customer."
The Phone Skills Trainer® library consists of 6 learning modules. Click on the links below for more details on each individual module.
Positive and Productive Language
Service-Oriented Attitude / Spirit of Service
For more information please request an information package
or email info@phoneskillstrainer.com
For more information please request an information package
You may call Frontline Learning at (763) 390-2430 or email info@phoneskillstrainer.com