Based on over 15 years of experience in customer service training, our call center phone training programs provide world-class service skills and phone skills, including:
- Four steps to build rapport and connect with every customer
- How to project warmth through tone of voice and key words
- Two words that immediately show responsiveness
- Four tones of voice to control the tone and mood of the call
- Two words that gain customer acceptance
- Three techniques to build business with phone customers
- The four-step Warm Transfer for seamless customer experiences
- The three-step Soft Hold to maintain the customer connection
- The skill that provides structure and continuity in every conversation
- Eight phone standards to meet in the first 30 seconds of every call
- Five elements to include in every call conclusion
Your call professionals learn the phone skills and call management skills that create positive customer experiences:
See more about Customer Focus' call center training solution:
Your call professionals learn Customer Focus’s proprietary customer-relationship model called Customer Experience Ownership (CEO). With CEO, your employees:
- Take responsibility for each customer’s experience
- Demonstrate and responsiveness to customer requests
- Be accountable for resolving all customer requests
- Reduce escalations and call-backs through CEO
- Provide GEMs™ that Go the Extra Mile
Service Professionals adapt their service and phone skills to fit their style and personality
- Four steps that turn upset customers into delighted customers
- Resolve tough requests by uncovering the needs behind them
- Demonstrate authentic empathy and concern for customers
- Two words that let you say “no” without saying “no”
- Service recovery techniques that keep customers loyal.
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