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.
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.