Public Speaking International - Executive Coaching and Group Training in Global Communications

The Human Touch: Speaking Skills for Customer Service
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When your sales representatives talk to prospects or deliver a sales presentation, those people are your company. They need to tell a compelling story about who you are and what you do, in a way that sets your products and services apart. Even experienced salespeople are not necessarily good speakers.

“Your Speaking Skills for Customer Service workshop was unique and fun, as well as highly educational. We've heard from many of our employees that the participants showed marked improvement in their communication skills. Dr. Genard's workshop was so successful, in fact, we've made it an integral part of our Customer Fellows training program for customer service.”  

Margaret Albrecht, Director of Customer
Satisfaction, Atrenta, Inc.
Interested in sharpening your company’s communication skills with customers and clients? Want to strengthen customer loyalty? Would your individuals, teams, and departments profit from onsite delivery of a workshop packed with hands-on techniques for improving customer service?

PSI’s one-day The Human Touch™: Speaking Skills for Customer Service goes beyond the training scripts of ordinary customer service workshops to help set your company apart. This participatory workshop provides extraordinary skills development in listening and oral communication, and maximizing the human component of customer interactions. It will introduce your employees and managers to an entirely new level of communication excellence for customer satisfaction.

Our skills-based techniques will make your customer service staff better communicators in every situation. It will help your company build trust and maintain relationships with your customers. Your people will learn how to listen more productively, think on their feet, and use best practices for satisfying that most important person in your universe: your customer!

Internal and external customers alike will notice the difference immediately. Whether it’s front-line customer service staff, inside sales reps, hospitality staff, or call center employees—your key personnel will develop a more productive, personal, and persuasive speaking style with customers. They’ll also become far more skilled in reading the nonverbal clues your customers are providing—in person and on the phone. Best of all, your staff will learn how to respond in ways that create a far more satisfying customer experience.

Get ready for customer service training like you’ve never seen it—or heard it—before! Take advantage of this unique and dramatically successful approach to customer service skills developed by Dr. Gary Genard, former professional actor and speech trainer to leading companies worldwide.

The Human Touch™: Speaking Skills for Customer Service — Workshop Agenda:

  • Listening Skills and Thinking on Your Feet
  • Ear Training: Hearing What Customers Are Really Saying
  • Telephone Excellence: 7 Key Elements of the Customer Service Call
  • Vocal Dynamics: Tips, Tools, and Techniques for Customer Interaction
  • The Role of Emotion in Customer Satisfaction
  • Developing Maximum Focus and Presence on the Phone
  • Stress Management Techniques for Customer Service Personnel
  • Role Playing and Improvisation: Learning From Your Customer
  • Communication Skills Action Plan
Learning Modules for The Human Touch™
  • Listening Skills Practice: The Key to Customer Service Excellence
  • Identifying customer needs quickly and efficiently
  • Thinking on your feet in the customer service environment
  • Human-to-human: how to validate the customer’s emotional response
  • Nonverbal Communication: What Your Customer is Really Telling You
  • What Are You Saying?—Word choices that impact customer experience
  • Saying no to customer requests constructively and productively
  • Identifying and eliminating poor listening habits in customer service
  • What you should say instead of "Your call is being TRANSFERRED."
  • Vocal and verbal tools for projecting a customer-friendly image on the phone
  • Getting your entire team or company “on script” with your key messages
  • Resolving conflict and difficult situations posed by customers
  • Avoiding the “this sounds like boilerplate language” syndrome
  • Achieving an interesting and friendly voice in telephone customer service
  • Language skills for offshore call centers where English is a second language
  • Fool-proof techniques for reading a script so that it doesn’t sound like a script
  • How to stay completely focused and attentive for your telephone customers
  • 88% of perception over the phone is vocal. Are your reps ready?
  • Stress Management Techniques for Staying Fresh and Alert, Call After Call
  • Voicemail: Key techniques for positively influencing your listeners
  • The 5 Vocal and Speech Tools Every Customer Service Rep Should Be Using
  • Improv! Group exercises for awareness, focus, and creativity
  • Your customer may be upset because of this, not your telephone script
  • The 7 Key Elements of the Customer Service Call. We’ll practice them all.
  • Do your inside salespeople keep a mirror by their phone? Why not?
  • Beginnings and endings are critical: How to start and end the call  
  • The Human Touch™: Role-playing of customer service scenarios

Call Public Speaking International today at (866) 643-2095 (internationally at +1-781-643-2095) to inquire about booking the The Human Touch™: Speaking Skills for Customer Service workshop in the U.S. or worldwide.