Who should attend
This program is designed for all those in the US and Canada who are on the frontlines of communicating with plan participants, customers, or vendors.
About the course
The pandemic has changed how—and for many, where—we are performing our work. With so much of our communication occurring over the phone and online, customer service skills have never been more important. Register today to attend this workshop to hone your customer service skills for this new world we live in. Learn about vocal qualities, call framework and strategies that polished professionals use every day to deliver exceptional customer service. This workshop will help you and your team:
- Raise service excellence to callers by improving skills
- Outline performance expectations of call center staff members and those who use phones extensively in their work
- Brand the fund you represent and support great customer/client experiences.
Vocal Qualities and Using Your Voice as a Communication Tool
- Exercises in Speaking Rates and Voice Analysis
Call Frameworks to Build a Solid Foundation for Success in Each Call
- Building Rapport
- Asking Questions
- Providing Information
- Exercises and Role Plays
Signature Strategies for Polished Professionals
- Holding and Resuming
- Words to Avoid
- Things to Use Because People Love Them
- Dealing with Difficult Callers
- Five Forbidden Phrases
- Stopping the Dumb Stuff
- Role Plays
Question and Answers
Education: Master’s Degree in Dispute Resolution and a Bachelor of Arts degree, Marquette University; Master of Science (Management), Cardinal Stritch University Current Position: Private practice, KELLY CONSULTING LLC, a consulting firm that specializes in workplace dispute resolution, organizat...
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.