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Benchmark phone skills and best practices

In Delighting Customers Call Center training, your agents and phone professionals master "best-practices" phone skills used by today's world-class Call Centers and Help Desks, including:

• Greeting, holding, and transferring
• Tone of voice, articulation, and conversational flow
• Aligning, empathy, and listening
• Problem-solving, questioning, and solution exploring
• Explaining and requesting to gain acceptance
• Saying no, providing unpleasant information, and negotiating solutions
• Resolving complaints and saving lost customers
• Taking responsibility and ownership of all customer requests
• Advanced voice-mail, conferencing, screening, and messaging techniques


Plus Delighting Customers phone skills training includes an optional E-mail module with:

• The Ten Pitfalls of customer e-mail and how to avoid them
• The eight steps to a Customer E-mail Response System
• The fifteen occasions to avoid e-mail
• Templates, FAQs, and automated responses
• And over 70 techniques to construct, write, format, and edit customer e-mail

With the new Service Sells! program your phone and in-person service reps: 

• overcome their natural aversion to selling
• bridge from helping to selling in a customer-friendly way
• conduct productive up-selling and cross-selling discussions
• win commitments that contribute to revenue per account
• uphold warm customer relationships and rescue shaky ones

Click below to obtain free sample phone training materials and to find out you can try Delighting Customers Call Center training, Service Sells!, or our other customer service training programs for all your employees.