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Customer Service & Call Center Communication Training

Transform Every Customer Interaction with Confident, Professional Communication

Delivering a great customer experience starts with how your team communicates. Our online eLearning training course for customer service and call center teams equips employees with the tools to handle every call with clarity, empathy, and professionalism.

Poor communication can lead to bad reviews, escalations, and revenue loss. Let’s change that, one conversation at a time.

What You’ll Get During Training

Accessible on all devices, our user-friendly platform includes:

  • Pre-recorded instructional videos focused on customer interactions
  • Audio files for practicing vocal control, tone, and pacing
  • Engaging practice exercises with real-world application
  • Self-assessments to track progress
  • Live coaching webinars for real-time feedback

For groups of 25 or more, 2–3 live webinars are included to support your team’s learning, and additional sessions can be scheduled upon request.

Have You Noticed Any of These Common Issues in Your Team?

  • Low energy or lack of empathy in tone
  • Talking too quickly or using unclear phrasing
  • Speaking in a pitch that’s too nasal, high, or unpleasant
  • Using vague, unhelpful phrases or weak vocabulary
  • Missing signs of customer frustration, leading to escalations

Our Training Will Teach Your Team How To:

Speak with an engaging, empathetic, and energetic vocal tone

Maintain a clear, comfortable speaking pace

Use a strong, professional pitch that builds trust

Incorporate empathetic, solution-focused language

Recognize and de-escalate customer frustration signals to create positive outcomes

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Five Courses, One Package

1Course 1

How to Sound Smart, Calm, and Kind with Every Customer

Customer service is a demanding job. Representatives will learn how to speak with smart yet calming melody patterns, moving inflection with more vocal variety and sharper articulation known as intonation. They will learn how to speak at a rate that is controlled and sounds professional and kind. Speaking with skilled intonation is the most important communication skill when speaking with the public.

By the end of Course One, representatives will be able to do the following:

  • Speak using the “speech stairs strategy” to sound clear, smart, fluid, and confident for every customer service interaction
  • Speak with improved articulation and diction
  • Eliminate poor speech habits such as speaking too fast, sounding monotone, mumbling, trailing off, and using up-speak
  • Understand why speaking with intonation is the most important skill for effective communication when speaking to the public
  • Turn new communication skills into habits by applying the speech notebook, speech triggers, and red-light drill exercises in the real world

2Course 2

How to Use Communication Strategically to Enhance Your Leadership Persona

Representatives will gain new habits for increasing their leadership abilities based on how speech and the voice are used. Ineffective behaviors that can compromise their credibility and leadership persona will be demonstrated, and new strategies to eliminate them will be offered. Weak vocabulary, use of filler words, and other poor speech habits will be revealed and replaced with new skills to speak with more successfully with the public so customers feel valued and heard.

By the end of Course Two, representatives will be able to do the following:

  • Understand the three types of up-speak behavior and utilize strategies to eliminate it
  • Replace minimizing vocabulary with more impactful communication
  • Understand how to apply strategic pauses for more impact
  • Pose questions to sound more confident and like a leader
  • Employ strategies to keep from talking too fast
  • Apply the “cure” to stop “verbal viruses” from discrediting their message

3Course 3

How to Speak with a Stronger and More Powerful Voice

Working in customer service is vocally demanding and can strain one’s voice over time. Representatives will learn how to speak in the optimal pitch range by producing vocal tones that are strong, powerful, and confident while keeping the voice safe from injury due to overuse. Tones that are too soft, weak, high in pitch, or nasal are ineffective and should be replaced with those that are strong and clear. Communication will sound more professional from the optimal pitch range.

By the end of Course Three, representatives will be able to do the following:

  • Speak with a stronger and more powerful voice
  • Utilize multiple strategies for finding the power spot in their voice
  • Eliminate ineffective vocal behaviors, such as vocal fry or using tones that are too high, thin, or nasal
  • Understand the three types of resonance
  • Pass the test for nasal speech

4Course 4

How to Diaphragm Breathe for More Effective and Powerful Communication

Representatives will learn how to speak from a diaphragmatic breath at the conversational level through our easy four-step process. Speaking from a full breath allows speech to feel fluid and well-coordinated when discussing next steps. Shallow chest breathing will be replaced with fuller and more comfortable breaths that project the voice for clear communication.

By the end of Course Four, representatives will be able to do the following:

  • Learn how to speak from a full diaphragmatic breath at the conversational level
  • Understand how to coordinate diaphragmatic breathing and talking
  • Utilize diaphragmatic breathing as a strategy for managing anxiety
  • Eliminate short, shallow chest breathing
  • Increase the projection and power in your voice through diaphragmatic breathing

5Course 5

Customer Service Strategies to Move the Interaction in the Right Direction

After mastering essential communication and voice skills to be effective with customer service, representatives will learn specific strategies for ensuring the customer service experience moves in the right direction. Course highlights include how to understand a customer’s differing perspective, how to empathize, how to seek solutions together, and tips for kindly educating customers on next steps. By the end of this course, representatives will have a variety of actionable strategies to ensure the customer experience is positive and represents the company’s values.

By the end of Course Five, representatives will be able to do the following:

  • Utilize a technique for understanding a customer’s point of view
  • Apply strategies to authentically empathize with a customer’s situation
  • Access several positive phrases or terms to ensure a call remains positive
  • Understand the value of “warm calls” to keep frustrated customers calm
  • Apply several strategies to redirect a frustrated caller before seeking support from management

Try a FREE Lesson Today

Investing in our online eLearning customer service and call center training will elevate your team’s communication and vocal delivery, empowering them to engage more effectively and build stronger connections with customers. With improved clarity, tone, and empathy, your employees will handle inquiries more smoothly, guide customers toward the right solutions, and foster trust in your brand.

These improvements lead to more productive interactions, higher customer satisfaction, and measurable growth in your company’s reputation and profitability.

Give your team a head start with our FREE introductory lesson.

Speech & Voice Pricing Tiers & Flexible Payment Options

We now offer two tier levels, with support for Google Pay, Apple Pay, Klarna, and more.

Tier 1: Essential Communication for Service Teams — $249

Perfect for call centers and service professionals needing stronger communication tools.

  • Course One: How to Sound Smart, Calm, and Kind with Every Customer
  • Course Five: Customer Service Strategies to Move the Customer in the Right Direction
  • Community Access: Ask Questions, read posts and communicate with members
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Tier 2: Powerhouse Presenter — $449

Perfect for managers and team leaders who need advanced communication skills to motivate, guide, and align their teams.

  • Bonus Material: e-book How to Sound like an Expert and Speak like a Leader (8-hour full audio files included)
  • Community Access: Ask questions, read posts and communicate with members
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Looking to train your entire team?

We offer branded packages and live webinars tailored to your company’s needs.

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Bulk Discounts For Team Tier 1

Team Size
Discount
Per Employee
Total
5
25%
$187
$935
10
35%
$165
$1,620
25
50%
$125
$3,119
50
60%
$99
$4,940
100
75%
$65
$6,500
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Interested in More? Check out Some of Our Other Courses!

Onsite Customer Service & Call Center Training

Let us train your team in person. We can review real call recordings, role-play relevant scenarios, and provide hands-on coaching to boost service quality.

Learn More

One-on-One Coaching for Service Representatives

Need to transform communication for one or more team members? We provide custom coaching plans aligned with your customer service model. Discounts are available for multi-employee enrollments.

Learn More