Courses Offered
Empathy in Every Exchange
This session helps participants deepen emotional connections through active listening. Key areas explored include:
- Reflective listening
- Paraphrasing
- Rapport-building questions
- Empathetic responses
Problem Solver Pro
This session helps participants handle issues and complaints with clarity and structure. Key areas explored include:
- Investigative questioning
- Root-cause thinking using the 5 Whys technique
- Framing effective solution proposals
- Call recovery techniques for service recovery
Positive Upsell & Cross-Sell
This session helps participants transition seamlessly from service to sales while maintaining trust and rapport. Key areas explored include:
- Needs-based upselling
- Soft-selling frameworks
- Objection handling
- Conversational closing techniques
Telephone Etiquette Masterclass
This session helps participants master the essentials of professional and courteous call handling. Key areas explored include:
- Effective use of call scripts
- Polished hold, open, and close procedures
- Tone and voice modulation
- Managing silence with confidence
- Following escalation protocols
Digital Voice & Written Warmth
This session helps participants communicate clearly and professionally across email and chat channels. Key areas explored include:
- Structuring professional emails
- Using an appropriate and consistent tone
- Crafting quick, effective chat responses
- Expressing digital empathy
- Practicing modern netiquette
Conversation Clarity
This session helps participants enhance their communication across phone, chat, and email for a consistent, professional experience. Key areas explored include:
- Delivering polished greetings
- Using clear and concise phrasing
- Eliminating filler words
- Modulating tone appropriately
- Structuring communication for clarity
Diversity-Ready Service
This session helps participants communicate with greater cultural sensitivity and foster an inclusive environment. Key areas explored include:
- Recognizing and addressing unconscious bias
- Practicing cultural empathy
- Using inclusive and respectful language
- Demonstrating sensitivity to demographic diversity