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Sounding Great on the Phone

Training Booklet, Leader’s Guide, Quiz, and Certificates

Sounding Great on the Phone

Each pack includes 10 training booklets, one leader’s guide, and online content.

Table of Contents

Booklet Sample

Leader’s Guide Sample




The quality of a service professionals voice sets the tone for an entire conversation. The well trained voice will sound confident, trustworthy, interested, and likeable, and will smooth the way to a positive interaction.

Now you can help your staff hone their vocal skills with this four part training package.

Training Booklet

In a quick-reading and engaging tone, the guide will show reps how to identify and overcome common speech problems and protect and care for their voices.

The first section focuses on identifying potential speech problems and presents a series of simple exercises for improvement. Reps will learn to modify their rate of speech to better match the customer’s, to avoid mechanical delivery by focusing on the three Ps, Pitch, Pace, and Pause. And to avoid mumbling, slurring, and poor enunciation.

The second section focuses on the physical causes of speech problems and provides tips for warming up and cooling down, caring for the voice, and improving voice tone with good posture.

The training guides may be used on their own as a handout or in more formal training sessions along with the leader’s guide.

To learn more, read the Introduction: The voice is a vital business tool. You’ll see how much useful, skill-building information is packed into this practical guide.

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Certificates of Completion

Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded, personalized, and printed.

Table of Contents

  1. Introduction: The voice is a vital business tool
  2. Identifying and overcoming speech problems
    • Set the right speed
    • Avoid mechanical delivery
    • Stamp out mumbling, slurring, and poor enunciation
    • Daily exercises
  3. Keep your voice in tip top shape
    • Warm up and cool down
    • Care for your voice
    • Practice good posture
  4. Evaluate your voice and monitor improvement

Your Guarantee of Satisfaction

Sounding Great on the Phone is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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