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Handbook of Advanced Phone Skills

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

Handbook of Advanced Phone Skills

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

Table of Contents

Booklet Sample

Leader’s Guide Sample




Handbook of Advanced Phone Skills will show your reps how to take their phone skills to the next level. Each of the skills covered in the training guide focuses on managing calls in the most positive, efficient, and complete manner possible.

Your reps will reinforce their skills and hone new ones with information on:

  • Building rapport, mutual understanding, and trust with customers
  • Taking ownership of every call and reassuring callers that their issues will be resolved
  • Anticipating the caller’s needs to solve tomorrow’s concerns as well as today’s
  • Managing call length.

If your reps are ready to move beyond the basics to advanced phone skills, this information packed training guide is for them.

To learn more, read the sample section, Build rapport with customers. You’ll see how much useful, skill-building information is packed into this practical guide.

The Handbook of Advanced Phone Skills is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful skill-building techniques. You’ll also receive a leader’s guide and links to download the Quiz and Certificates for your group. Handbook of Advanced Phone Skills

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. Build rapport with customers

    • Use mirroring techniques
    • Find common ground
    • Focus on listening
    • Empathize
  2. Take ownership of every call

    • Show your commitment
    • Call in reinforcements
    • Follow up and follow through
  3. Anticipate the caller’s needs

    • Use the Answer-plus and Service-plus techniques
  4. Maintain control of the call

    • Dealing with the angry or irate customer
    • Keeping the conversation positive
    • Managing the length of the call
  5. Embrace the essence of the job

Your Guarantee of Satisfaction

Handbook of Advanced Phone Skills 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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Essential Phone Skills