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Positive and Productive Language – Program Details

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:

  • The importance of vocal qualities.

  • How to project a warm, customer-friendly tone on every call.

  • The importance of smiling during phone calls with customers.

  • How to handle common words and phrases (“red flags”) that frustrate customers.

  • How and when to apologize to a customer.

  • Taking responsibility for the call.

  • Using specific words and phrases that let the customers know you truly want to help them.

  • Getting feedback from co-workers for continuous improvement.

The daily lessons also reinforce skills introduced during previous lessons, so by the time an individual has completed the entire course module, he or she has had repeated exposure to the most critical skills, many examples of the skills in action, and many opportunities to apply these skills on the job.

Train today – see results tomorrow!

Request a free preview of the entire Phone Skills Trainer core library of 6 modules

Note: Additional training tools and resources are available including a facilitator guide with PowerPoint presentations, CD-ROMs 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.