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Call Center Training

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Dealing with the Irate Customer II - DVD

Free Online Preview

Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. In this updated version of the classic training video, a frustrated employee receives advice from his coworkers on how to better handle difficult customers. When a kind greeting and an ounce of respect aren’t enough, the techniques presented here can keep a situation from getting out of control. Rather than taking the matter personally, employees learn that they’re in a position to solve problems and possibly even make someone’s day a little bit brighter.

  • Dealing with the Irate Customer II - DVD $169.99 [Add to Cart]
  • Dealing with the Irate Customer II - Spanish - DVD $169.99 [Add to Cart]
  • Dealing with the Irate Customer II Study Guide $12.95 [Add to Cart]
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When the Phone Rings: Telephone Skills for Better Service - DVD

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Make sure your phone employees are ready for business.

Employees who answer phones are speaking for everyone in your company. It's up to you to make sure they have the training they need, so they can do the job that you expect.

This program teaches the following telephone courtesy skills:

  • Customer service etiquette.
  • Taking an accurate message.
  • Handling transfers and multiple lines.
  • Voice mail and leaving a message.
  • Problem calls.

  • When the Phone Rings: Telephone Skills for Better Service - DVD $169.99 [Add to Cart]
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Customer Service Training Repros - Binder

Now it's easy to provide employees with the customer service training they need. Customer Service Training Repros provides everything you need to conduct effective customer service training for your employees on 47 key topics, such as listening skills, the importance of customers and customer loyalty, spoken and written communication tips, dealing with difficult customers, and how to turn problem solving into opportunity.

You pick the topic that's right for your call center, make enough copies of the illustrated handouts for each employee, and begin the training. It's quick. It's easy. And it works.

Your manual includes:

  • 47 detailed lesson plans on every key customer service topic
    We've done the research, you just use the step-by-step guidelines for easy and effective training
  • Reproducible handouts, plus leader outlines
    Illustrated handouts reinforce the training message for effective learning.
  • Role-playing and self-directed activities
    Practical exercises give workers hands-on practice with valuable, customer-retaining techniques.
  • Training sign up sheet and evaluation forms
    Document your training program with attendance sheets and evaluation forms.

Topics include:

  • Customer Retention
  • Communication Skills
  • Service and the Workplace
  • Developing a Winning Attitude

  • Customer Service Training Repros - Binder $299.99 [Add to Cart]
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Improving Your Outgoing Calls - DVD

This program is for anyone who wants—or needs—to improve his or her day-to-day business telephone techniques. It covers: the need to plan calls; the advantages of scheduling calls; ways to avoid telephone tag; techniques for organizing calls; and tips for becoming an effective listener. The aim of the program is to teach viewers to be their company’s goodwill ambassador whenever they make a call. (15 minutes)

Produced - 2004

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Call of The Mummy - DVD

This course is also available for online training, see details below.

In today's competitive marketplace, even just one bad experience can cause a customer to take their business to another company. To keep loyal customers, then, it's crucial that every service opportunity, or "Moment of Truth," no matter how brief, make a great impression.

The Call of the Mummy uses entertaining, engaging vignettes featuring CSRs in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone.

Viewers will learn eight key skills for quality customer service:

  • Use good communication skills
  • Know your products and services
  • Personalize the call
  • Listen carefully to callers
  • Encourage complaints
  • Manage complaints with a service recovery plan
  • Stay calm -- give feedback and offer a solution
  • Recognize opportunities to make a sale

Program Includes: A 19 minute VHS or DVD, Leader's Guide, sample Participant Workbook.

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

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Cost-Effective Telephone System Management - DVD

This is a program for managers and non-managers alike. It offers pointers on how to pick the right long-distance service for your company; how to reduce long-distance bills; using the business telephone to your best advantage; and practical hints for using your directory. (22 minutes)

  • Cost-Effective Telephone System Management - DVD $139.99 [Add to Cart]
Just A Call Away 5-Part Series - DVD

One of the Best Customer Service / Call Center Telephone Skills Training Programs Availalbe!

Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps possible to ensure that your people handle every call with excellent customer service skills and a caring attitude.

This 5-part series includes the followng programs:

  • The Really Angry Customer reveals how to calm the customer and get the information needed to deal effectively with the issues. It is loaded with practical ideas to solve problems and satisfy customers. (15 min.)

  • Attitude is Everything equips your front-line with the right body language, intonations and mental approach to handle each call. Skills can make the difference between good service and really great service! (15 min.)

  • It's Your Call teaches your call center people the essentials in achieving ever-increasing sales targets without jeopardizing good customer care. A perfect training tool for effective cross-selling. (15 min.)

  • The Outbound Call prepares your people to make the most of each call by using skillful questioning to find out what they need to know to win the confidence of the caller and make a sale. (16 min.)

  • Customers With A Difference solves one of the biggest problems that organizations have: Talking with people who use English as a second language. What do you do, and how do you do it? Watch and learn. (16 min.)

Program Contents: VHS or DVD, Leader's Guide.

  • Just A Call Away 5-Part Series - VHS $1,875.00 [Add to Cart]
  • Just A Call Away 5-Part Series - DVD $1,875.00 [Add to Cart]
  • Just A Call Away 5-Part Series - DVD Rental $975.00 [Add to Cart]
  • Just A Call Away 5-Part Series - VHS Spanish Version $1,875.00 [Add to Cart]
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The Basics of Handling Incoming Calls - DVD

This program shows how to handle the exchange that often provides the first (and if poorly done, the only!) impression of any business—the incoming call. With specific instructions and vignettes, the program covers such essential topics as: answering calls with courtesy, promptness, and helpfulness; putting calls on hold without leaving the caller feeling ignored; what to do when the requested party is busy or unavailable; screening calls (without offending the caller); and concluding a call. (29 minutes)

Copyright - 1995

  • The Basics of Handling Incoming Calls - DVD $139.99 [Add to Cart]
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Call to Order - DVD

Produced - 1995

Free Preview

n this video a cocky telesales executive is quick to complain about the treatment he receives from an evasive car salesman he's been trying to pin down over the telephone. But he is blind to his own errors. It isn't until a 'Twilight Zone'-like dream sequence that he sees the light and discovers where he's been going wrong.

The benefits

  • Teaches staff how to deal with inquiries and develop sales opportunities
  • Practical and easy-to-follow techniques
  • Demonstrates how to close a sale over the phone
  • Suitable for call center and telesales staff - in fact anyone who takes a customer call

Program includes: DVD (20 mins),briefcase booklet and discussion leader's guide.

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Beyond the Basics: More on Incoming Calls - DVD

This program helps viewers cross the line from adequate handling of incoming calls to mastery of the telephone as a business tool. It demonstrates the best ways to take a message and offers guidelines for creating a recorded message; offers tips on improving one’s telephone voice; and shows how to (and how not to) defuse angry callers and deal with problems and unexpected situations. (27 minutes.

Copyright date: 1990

  • Beyond the Basics: More on Incoming Calls - DVD $149.99 [Add to Cart]
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Telephone Behavior: The Rules Of Effective Communication - DVD

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Talking on the phone is a no-brainer. But truly communicating is an art form. John Cleese demonstrates it humorously in this new version of Telephone Behavior. Now employees at all levels can master the techniques of positive, friendly telephone communication. Cleese takes you from the brief introduction to closing the call, with helpful advice every step of the way.

You'll discover how to ask open questions, listen actively, and send verbal signals to the caller to ensure their message is heard and understood. Learn to volunteer useful information, agree on next steps, and handle complaining callers. There's also a lesson on voice mail techniques, including tips for prioritizing and screening calls, updating greetings, and leaving concise messages. Produced by Video Arts.

  • Introduce yourself, and establish whether it's convenient to proceed
  • Control the call, ask questions, record and repeat information
  • Volunteer useful information; agree upon the next steps

Includes: A 33 minute DVD or VHS video and leader's guide.

  • Telephone Behavior: The Rules Of Effective Communication - DVD $870.00 [Add to Cart]
  • Telephone Behavior: The Rules Of Effective Communication - VHS $870.00 [Add to Cart]
  • Telephone Behavior: The Rules Of Effective Communication: Preview $0.00 [Add to Cart]
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Improving Telephone Collections - DVD

A must for anyone in business who uses the telephone to collect receivables—in other words almost anyone offering a product or service in today’s world—this program covers such essential topics as: how to motivate debtors to pay their bills; how to get past the stall and overcome objections; how to prepare for a collection call; how the caller’s attitude affects results. The program offers clear demonstrations of the best and most effective ways to use the telephone to collect on on past-due accounts. (21 minutes)

Produced - 1995

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On the Receiving End Making Call Centers More Effective - DVD
Free Online Preview

Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good telephone manner to deal with these types of people - good training is essential.

On the receiving end shows how customers can be kept satisfied and loyal to an organisation. The video demonstrates how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.

By looking for opportunities staff will be able to add value to their service, developing as an agent who is able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.

The benefits

  • Suitable for all levels of call-centre staff
  • Tried and tested telephone techniques
  • Complements skills for handling difficult customers
  • Fun and friendly format

Programme includes: DVD(25 mins), Showreel tape, Meeting break video, Course leader's guide, Delegate worksheets on disk, Powerpoint slides/OHPs on disk and Self-study workbook on disk

  • On the Receiving End Making Call Centers More Effective - DVD $870.00 [Add to Cart]
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Learning Points: 89 Activities and Actions for Coaching Call Center CSR's

The traditional role of the call center is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization.

This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide.

The book is organized into five parts that drill down to the supervisor’s role:

  • The changing role of the supervisor
  • Motivating others
  • Creating effective communications
  • Helping CSR's work together as a team
  • Resolving conflicts between CSR’s

Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible.

In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential.

For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides. 

  • Learning Points: 89 Activities and Actions for Coaching Call Center CSR's $69.99 [Add to Cart]
Call of the Mummy - Video
$695.00 [Add to Cart]
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