Preview:

What To Say - And What Not To Say (Classroom Version)

Courses Include a Short Video & Support Materials

Learning is more than watching a video!  Support materials include discussion questions, personal action plans, interactive exercises, quizzes, role-plays, and note-taking guides.  Print one now and follow along with the video.

What To Say – And What Not To Say

The words you choose and how you say them can either enhance the customer relationship or harm it. In this course you will learn:

  • Phrases to eliminate from your customer service conversations.
  • Soothing phrases that ease a customer’s concerns.
  • Forbidden phrases that escalate customer service breakdowns.
  • How your attitude and words can calm an upset customer.

Support Materials for Every Coursefacilitator-guide-cs

Support materials are included with every course. Hint: The Facilitators Guide has the answers!

  • Participant Guide:  Open
  • Facilitators Guide:  Open

This training program’s twelve short courses focus on developing 7 core customer service skills.

Did you like the video’s message and support materials?

Then Request a Free Training Consultation

  1. Get answers to your questions; including pricing.
  2. Learn best practices for your industry.
  3. Receive a custom training plan that meets your needs.

Request a Free Consultation

Try E-learning

Do you want to preview an e-learning version?
Preview E-learning

Try Blended Learning

Do you want to preview a blended learning version?
Preview Blended Learning

What To Say - And What Not To Say (E-Learning Version)

Save Time and Money with Interactive E-learning

Engaging e-learning courses teach practical skills in short, bite-sized chunks. Save time by quickly rolling out a complete development program to an entire team in minutes. customer-service-roadmap-e-learning

Get the Most from Your Preview

  • Step One: Open the course. It will open in a new window.
  • Step Two: Print the note-taking guide when asked to do so.  Complete it during the course.
  • Step Three: Complete the exercises and answer the questions as your students would.

Optional Group Study Materials Complement E‑learning

facilitator-guide-csIf you are planning group sessions to support and reinforce e-learning, review these support guides.

  • Participant Guide:  Open
  • Facilitators Guide:  Open

This training program’s twelve short courses focus on developing 7 core customer service skills.

Did you like the e-learning course?

Then Request a Free Training Consultation

  1. Get answers to your questions; including pricing.
  2. Learn best practices for your industry.
  3. Receive a custom training plan that meets your needs.

Request a Free Consultation

Try Classroom Learning

Do you want to preview the classroom version?
Preview Classroom Learning

Try Blended Learning

Do you want to preview a blended learning version?
Preview Blended Learning

What To Say - And What Not To Say (Blended Learning Version)

The Convenience of E-learning with the Interaction of Group Training

In blended learning, students individually complete the e-learning course, including their personal action plan. Students come prepared to group training sessions that focus on discussion, role-play, and sharing their experience of applying new skills back on the job.

What To Say – And What Not To Say

The words you choose and how you say them can either enhance the customer relationship or harm it. In this course you will learn:

  • Phrases to eliminate from your customer service conversations.
  • Soothing phrases that ease a customer’s concerns.
  • Forbidden phrases that escalate customer service breakdowns.
  • How your attitude and words can calm an upset customer.

Support Materials for Every Coursefacilitator-guide-cs

Support materials are included with every course. Hint: The Facilitators Guide has the answers!

  • Participant Guide:  Open
  • Facilitators Guide:  Open

This training program’s twelve short courses focus on developing 7 core customer service skills.

Did you like the video’s message and support materials?

Then Request a Free Training Consultation

  1. Get answers to your questions; including pricing.
  2. Learn best practices for your industry.
  3. Receive a custom training plan that meets your needs.

Request a Free Consultation

Try E-learning

Do you want to preview an e-learning version?
Preview E-learning

Try Classroom Learning

Do you want to preview the classroom version?
Preview Classroom Learning