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.
Course Preview Video
