In the real world of phone services, miscommunications result in dropped calls, hang-ups, arguments, and misunderstandings. Operators and callers are both frustrated, and callers leave without their service or product.
Our training will teach you:
No field expert has ever identified this issue, nor developed solutions to help phone callers with low English-skills. This is a unique training program that will reduce the communication barriers faced by your employees. With these tools, your service will stand out among your competitors.
Evelina used interviews with native-born and immigrant communities to understand their experiences with phone communication and language barriers. Using these real-life experiences, she created an innovative, customer-service focused workshop that benefit all parties: your customers with low English-skills; your phone workers; and your organization.
The workshop includes simulated audios; videos; small- and large-group exercises. Also a clear-language exercise which tackles your industry-specific terms, making them more easily understood by your callers.
This workshop benefits:
Even the most experienced phone communicators have told us that our training has helped them to improve their job performance.
This workshop is available in 3- and 4-hour on-site formats. If you prefer, a briefer online version is also available.
All participants receive a copy of our ebook, "Telephone Training Job Aids" to use at their workplace.
Important: A customized workshop is available for 9-1-1 Police
Communicators, and participants receive our ebook, "9-1-1 Police
Call Taker Simple Language Guide."