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title: Power Phrasing | The Call Center School
---

 Go beyond learning: optimize planning with a powerful WFM solution. [Explore more](https://www.peopleware.com).

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![the-power-of-one.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/icon/the-power-of-one.png)

# Power Phrasing

The words you choose in every conversation are important. Your words have an impact, and the right choices go a long way in making sure each caller leaves with a positive impression of you and your company.

- Agent
- 40 min

![the-power-of-one.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the-power-of-one.png)

# What Learners will learn

- Identify the right words to convey a message
- Differentiate between negative and positive phrases
- Identify key phrases that build rapport with customers
- Identify visual words/phrases that can replace body language
- Recognize how to keep calls on track and arrive at a positive outcome

## Who should take this?

- Individuals interested in improving their customer service phone skills
- Newly hired telephone agents (as part of onboarding)
- Agents that have difficulty with phone skills
- Supervisors or coaches that manage telephone agents

## Course Outline

- Preparing for the Customer Interaction
- The Power of Positive
- Finding the Right Words
- Final Exam

## Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The **Power Phrasing** course is designed by call center experts to provide a practical and engaging learning experience. Start today.