It is such an honor for us here at Tooty to interact with and listen to so many amazing customer service representatives each month.  Whether we are making old fashioned secret shopper calls or evaluating recorded customer calls for our clients, we find some amazing experts who also love interacting with their customers.

Those who are bi-lingual representatives and switch from one language to another throughout their day are exceptional and I had the opportunity to showcase one of the best bi-lingual representatives in Canada during a recent presentation to sales and marketing students at Chicago-based Loyola University.   I was teaching on the impact of a person’s W.A.V.E. (wording choice, attitude, sound of the voice and expression) on sales, company-branding and being successful during an interview. I played a short conversation between Chantal of Montreal and a Tooty secret shopper and asked the students for their impressions.  Here are some of their comments:

• I could tell she was smiling
• Dressed professionally
• Excited about the service they provide
• Well-trained
• Worked for a great company
• I’d give her my money

Chantal’s manager  shared that she emphasizes with them that using the Tooty™ scripts is the best way to talk with a customer. Chantal shared, “ It isn’t about reading a script, it is about learning the skills and practicing so that it is natural.”  During slow times she encourages them to practice with each other which has been one of their most effective training practices.

 4^th Quarter Training: Gearing up for a strong finish to 2021

As a new year begins, everyone is pumped up and ready to go, but as teams hit the 4th quarter, they can be worn out.  One of the best loved parts of any Tooty Training™ session is when we work on the W.A.V.E. (Wording choice, attitude, voice and expression.)  Trying to communicate specific attitudes through voice alone is a necessary skill for customer service and sales reps to master.   Knowing how to use your W.A.V.E. even when you are worn out is an advanced communications skill attainable by anyone.

For more information on Tooty Training™ , please connect with us at:

Phone: 615.965.2465  PO Box 344 Mt. Juliet, TN 37121