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Tele-Service
Communication Skills, Customer Service Etiquette
Call Center Skills Training
Communication skills and customer service are often viewed as nice, but not necessary. But how likely are you to spend money with a company that treats you badly or just doesn’t seem to care? When it comes right down to it, people spend money with people that they like and that treat them well – especially in a tough economy when competition for customers is even higher.
Customer service levels are increased immediately following our live telephone etiquette and customer service training. In line with learning principles that adults learn more when they're engaged and having fun, our training is presented in an enjoyable and interactive style to ensure higher retention. Your staff will be provided with techniques for managing every customer interaction effectively and positively.
Customization for your program is developed through an onsite observation, which allows for real life scenarios to be woven in and demonstrated throughout the training. After training, they'll have specific and practical customer service techniques they can use in the very next interaction! Check out our latest customer service training success story!
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Whether on the Phone or Face-to-Face, this training will benefit everyone that interacts with your customers and fellow staff members. This can include Call Center/Contact Center Agents, IT/Help Desk, HR Benefits Reps, Accounts Payable and Receivable, Medical Support Staff, Field Service Technicians, Front Desk Personnel, Receptionists, Administrative Assistants, Payment Center Agents, Bank Tellers, Insurance Claims Representatives and Underwriters, and much more! This training is ideal for anyone that would like to improve their communication skills. What your staff will learn:
With Phone Pro’s customer service training, your staff will realize the considerable effect that kindness, courtesy and relationship building has on your customers. And they'll have the call management tools to positively influence each customer's business and loyalty to your company.
Putting your program together is as simple as 1-2-3! Step 1: Observation/Assessment The Phone Pro trainer will sit side-by-side with your staff and listen to live calls. This enables your Trainer to deliver the program in your organization's language with relevant examples the staff can easily relate to. This day also includes a consultation with Management to discuss your goals and objectives. Step 2: Training Days The entire course is seven hours and can be delivered in one day or condensed into half day sessions. It is extremely fun and interactive and results in positive behavior changes that you will see immediately. Our ideal class size is 12-20 students. Step 3: Coach-the-Coach (optional) What’s the next step after your staff has completed the Tele-Service course? Check out Coach-the-Coach – it’s the best way to maximize your training dollars long after your Phone Pro trainer has “left the building”. It's a very important component in our training and is the very best 'return on investment' insurance for your training program. Call us at 800-888-4893 or email us and we'll help you reach your training goals and increase your customer and employee satisfaction!
40% of our business is from Repeat clients and another 25% is Referral. Here's why! "Congratulations! You have delivered on everything you promised and more. We are very satisfied with your entire program. It will help us maintain and improve our position as an industry leader in providing courteous service and clear communication to our customers." "On a scale of 1 to 10, our training was a 12. This means happier customer service reps and happier customers." "I have been through many customer service training classes and was not sure what to expect, but I really learned some great new techniques and dusted off the cobwebs of what I already knew. It was wonderful and lots of fun, full of energy, tools and information." "We could not have been more pleased with our week of training with your program. We were all impressed with your ability to tailor this program to us so well." "This course was interesting, informative and fun! The most pain free training class I have ever participated in." "I am writing to commend the excellent training my staff and I received from Phone Pro. Your professionalism truly made our time together productive and gratifying. Not only was the course extremely useful to enhancing the productivity of my unit, but also you made it enjoyable for us all." "I speak for my entire staff when I say we had a splendid learning experience! It seems to have made a remarkable difference in our level of efficiency." "New skills and ideas were introduced that could be put into immediate practice. Instead of concentrating on what we cannot do for our customer, we are learning to concentrate on what we can do." "I would like to thank you for the GREAT JOB you and your company did... Your training was interesting, thought-provoking and right on target to help us reach our customer satisfaction goals." "It is a pleasure to walk through my department and hear the difference that Phone Pro has made... I highly recommend Phone Pro to anyone that is looking to increase the skills and efficiency of their customer service support staff."
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