Virtual Conference

Customer Service Skills Workshop: Creating Polished Professionals

Customer Service Skills Workshop: Creating Polished Professionals
VIP Member Access—Join or renew International Foundation membership for 2021 by September 30, 2020 receive FREE ACCESS to all 2020 virtual conferences. [Learn More]

Training Outline

1. Vocal Qualities and Using Your Voice as a Communication Tool

  • Tone
  • Inflection
  • Emphasis 
  • Pitch
  • Enunciation
  • Volume 
  • Rate
  • Exercises in Speaking Rates and Voice Analysis

2. Call Frameworks to Build a Solid Foundation for Success in Each Call

  • Greeting 

  • Building Rapport

  • Listening

  • Asking Questions

  • Providing Information

  • Closings

  • Exercises and Role Plays

3. Signature Strategies for Polished Professionals

  • Holding and Resuming

  • Courtesy

  • Words to Avoid

  • Things to Use Because People Love Them

  • Dealing with Difficult Callers

  • Five Forbidden Phrases

  • Stopping the Dumb Stuff

  • Role Plays

4. Question and Answers

Virtual Instructor-Led Training

Virtual instructor-led courses are interactive programs designed to give you the knowledge needed to be better in your role. Courses are hosted in Zoom and require participants to enable the microphone and camera on their device. These courses have limited spots available to simulate a classroom environment and make it easier for those attending to have meaningful engagement with the curriculum. 

Who Should Attend

This program is designed for all those in the US and Canada who are on the frontlines of communicating with plan participants, customers, or vendors.


  • Moira J. Kelly President Kelly Consulting LLC

Continuing Education

​Each session is worth one credit toward CEBS Compliance. You should self-report your attendance depending on how many full sessions you watch.

You may self-report attendance for PHR/SPHR/GPHR designations and SHRM-CP/SHRM-SCP designations.

No insurance continuing education credit is available for this conference.

Insurance Continuing Education Credit is not available for Alberta, Manitoba, and Quebec. 

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Registration Information
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