For many organizations, the call center is the primary means of communications with customers, so it’s important that we make each conversation count. From the opening of a customer call to its transfer or close, what agents say and how they say it will have a lasting effect on both customer satisfaction and company success.

For many organizations, the call center is the primary means of communications with customers, so it’s important... Read more

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Certification 3 courses 3 h 50 min

The following courses are included:

  1. 1. Navigating a Customer Call
  2. 2. Power Phrasing
  3. 3. Vocal Makeover
  4. Certification

2. Power Phrasing

Winning Words for Effective Communications

This interactive e-learning course provides guidelines for words to use and words to avoid on every customer call. It outlines words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.

This course teaches the skill of choosing just the right word or phrase to send the best message. Learn how to say “no” in a positive manner by performing a “message makeover” and eliminating negative words and irritating phrases from your communication.

Identify caller communication styles and select the best words and phrases to build rapport with your customers. The end result will be callers who leave with a positive impression of the agent and the company.

Agents will learn to:

  • Describe the importance of selecting the right words to convey a message.
  • Avoid using negative phrases and wording and replace with positive phrases.
  • Identify key phrases that help build rapport with each customer.
  • Identify visual words and phrases that can be used to replace body language to demonstrate interest and support.
  • Outline ways to keep a call on track and arrive at a positive outcome.
2. Power Phrasing
  • 8 modules
  • 56 min

The First Class Phone Skills program is designed by call center experts to provide a practical and engaging learning experience. Start today.