From first impressions to empathetic listening: Your roadmap to phone confidence.
Phone Etiquette Lesson Checklist!
NOTES: Phone Etiquette - Mastering the First Impression
RECORDING: Phone Etiquette Part 1
QUIZ: Phone Etiquette - Mastering the First Impression
RECORDING: Phone Etiquette Part 2
PRACTICE CALLS: Mastering Veterinary Phone Scenarios
RECORDING: Phone Lesson Reality Check!
Get Snooty & Share!
NOTES: Placing Callers on Hold
RECORDING: Placing Callers On Hold Part 1
QUIZ: Placing Callers On Hold - Part 1
RECORDING: Managing Complicated Hold Situations
PRACTICE: Placing 🌶️ Spicy Callers On Hold
RECORDING: Placing Callers On Hold Part 3
QUIZ: Placing Callers On Hold - Part 2
NOTES: Professionalism over the phone
RECORDING: Professionalism over the phone - Part 1
QUIZ: ✅ Say this - NOT that ❌
RECORDING: Professionalism over the phone - Part 2
QUIZ: Professionalism Over the Phone - Part 2
RECORDING: Professionalism over the phone - Part 3
PRACTICE CALLS: Let's put active listening skills to work!
NOTES: Keeping Accurate Phone Records
RECORDING: Why Documenting Client Inquiries Matters
SURVEY: Before we move on, share your experience.
RECORDING: Intro to message Taking, Capturing Important Details, & Follow Through
QUIZ: Keeping Accurate Phone Records
PRACTICE: Show off your phone skills!
RECORDING: Your Role in Keeping Accurate Phone Records!
NOTES: Phone Skills to Build Client Trust and Confidence
RECORDING: Empathy - The Foundation of Great Client Communication
QUIZ: Skills to Build Client Trust - Part 1
RECORDING: Reframing Your Mindset and Call Personalization!
QUIZ: Skills to Build Client Trust - Part 2
SHARE: What do clients say that catches you off guard, frustrates you, or feels hard to respond to professionally?
RECORDING: Directing the Conversation!
Purchase multiple seats today to take advantage of automatic volume discounting at checkout. You’ll be prompted to enroll your team members immediately, with the ability to manage your roster and add seats whenever you're ready to grow.
Skip the "trial by fire." Give your brand-new CSRs the confidence to answer the very first ring with professional poise.
Even the best veterans pick up "autopilot" habits. Brush up on the latest in active listening and empathetic redirection to sharpen your edge.
Perfect for the team member ready to turn a "job" into a "career" by earning their official Level 1 Phone Skills Certification.
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Turn training into action. This guided management session helps leaders get teams on board, hold standards without micromanaging, give accountability-building feedback, and protect the client experience.
$25
Learn how to set clear phone standards, coach your team with specific feedback, measure performance, and track progress. Build a more confident, consistent team that delivers stronger client experiences on every call.
$25
