Telephone Skills Training Programs

The Phone Skills Trainer^® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone.

Our time-tested customer service and telephone skills training resources have proven results. Your satisfaction is guaranteed, and we are confident that these training tools can help your organization:

• Increase revenue.

• Enhance customer retention.

• Improve the job satisfaction of your customer service representatives.

Only the Phone Skills Trainer^® provides a training structure that minimizes CSR downtime while at the same time improves the retention and mastery of new service skills. Each module delivers 15-20 minutes of training per day, over a period of 5 to 10 days, depending upon the module.

Our flagship offering is the 6-module Complete Training Library, a powerful collection of highly effective online training courseware.

There are several modes of training delivery available:

• E-learning

• DvD video

• Audio CD

• Live workshops delivered by a certified Phone Skills Trainer^® Master Facilitator.

To learn more about our telephone customer service training resources, you can request an information package or email info@phoneskillstrainer.com or call Frontline Learning at (763) 390-2430.

At the Phone Skills Trainer, we offer both online and onsite training programs. While onsite hands-on training often produces better results, it also requires a greater investment of time, money and other resources. That’s why we developed our online learning solution to provide the best possible e-learning experience while also making the training extremely affordable and flexible.

So the choice is yours, and no matter what training format you choose, you can be assured that every training dollar and hour you spend with us will be a solid investment.

e-learning / web Seminars

Unlike our customized onsite training courses, our e-learning courses are designed for any company to attend at any time. We'll cover the solid, professional customer service techniques that are vital for anyone in a phone intensive environment. Just request a free preview to learn more.

Onsite

Our unique onsite training approach can take two forms. If you have internal employees who can effectively deliver interactive training, we can provide a Facilitation and Coaching Guide, Participant Workbooks and other reinforcement tools to help your staff deliver a first rate, effective Phone Skills Trainer workshop. Typically this workshop is presented in a series of 6 “mini-modules” each lasting less than 40 minutes and delivered over the course of six weeks. This spaced learning has proven to be highly effective when using internal trainers.

When using our own professional trainers, spaced learning is typically cost prohibitive – few companies can afford to pay an outside trainer to travel and deliver a 40-minute workshop, once a week for six weeks.

So our internal trainers typically deliver all six modules during a half-day of full-day training session, then provide reinforcement tools to keep the training alive for the long term. Most often, before we even recommend an onsite training program, we begin with an onsite pre-training observation and assessment to evaluate current telephone skill levels and learn the "ins and outs" of your calls.

We then use what we've learned to develop customized training sessions that relate directly to your company, your industry and your people . . . . in your language. Our Phone Skills Trainer program then emphasizes relevant issues and situations that apply to your daily operations, so your staff returns to work with skills they can use on the very next call. Post-training includes anything from providing individual coaching sessions for staff members, helping supervisors become expert coaches to ensure that your training investment is supported on an ongoing basis, and a variety of special topic courses. From customer service training to upselling/cross selling and coaching, our onsite programs have a lot to offer call centers and smaller businesses alike.

Request a free preview to learn more about our interactive, lasting and FUN programs……all designed to bring you training that works and set your organization up for success! On the web or in the classroom, with your trainers or ours… you choose!

For more information please request an information package

You may call Frontline Learning at (763) 390-2430  or email info@phoneskillstrainer.com

"We selected the Phone Skills Trainer program because of the unique delivery. 15 to 20 minutes of training a day, spaced out over the course of a few weeks. This was so much better than the training workshops we have done before. Our CSRs had the time to truly absorb and master the new skills."

Customer Service Manager