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Call Center Training Best-Seller! 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. Duration: 21 Minutes
 This telephone training video, packed with information about customer service skills, covers all aspects of telephone selling and customer service. Set in a real-world call center, this telephone training video teaches the skills necessary for smooth, professional customer service over the phone. It shows the right way to make a good impression on customers, and how to handle all calls successfully. The kind of service that customers receive over the phone is a good indication of how an organization is run. Too often, customer service representatives (CSR) are bogged down by distractions and misunderstandings, hearing what they want to hear and thinking about what they're going to say next. Being an effective listener is the first step toward customer satisfaction. Viewers learn ten valuable telephone customer service skills:
Each of these telephone customer service skills is explained in detail, which makes it ideal for training—you can use the whole video all at once as an overview, or create training sessions based on just one or two of the skill sets at a time. Being a customer service representative can be a tough job. The goal of a CSR is to demonstrate customer appreciation and leave everyone feeling fulfilled. By developing your phone reps' competencies, this program will help them become more effective with your customers while at the same time increasing their own job satisfaction and reducing burnout. Duration: 26 Minutes $169.99 [Add to Cart] Best-Seller! Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization. When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call. Those who answer the phones are speaking for everyone in the company. Make sure they have training. This program teaches the following telephone courtesy skills:
Duration: 20 Minutes
Avoid embarrassing errors and make your best impression on customers and colleagues. Email is fast becoming the preferred method of contact for sharing information and resolving problems. The impression you leave with others about the quality of your organization and your own personal competency is largely based on the courtesy and professionalism of your email correspondence. Learn about:
• Email etiquette and best practices.
• Openings and closings.
• Proper formatting and subject lines.
• Grammar and punctuation.
• Writing “bad news” emails.
• Email customer service.
No matter how long you’ve been using email, you’ll learn some very important guidelines in this video—guidelines that will protect you from catastrophes and ensure your messages are professional, every time.
Format: DVD
 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.
Topics include:
This telephone customer service video will assure that everyone who picks up the phone in your office or business knows how to demonstrate good telephone courtesy and understands how important the telephone image you project can be to your business. A professional phone demeanor can go a long way toward letting customers know that you're interested in them. After all, the customer is the reason your business exists. The attitude you have on the phone is also the attitude that the caller will apply to your company as a whole. This telephone customer service video is a great tool for teaching your staff how to project a positive view of your organization.
 Best-Seller Your business is not what you sell, it's who you serve. Meet Bob Farrell, founder of Farrell's Ice Cream Parlor and Restaurant, as he serves up the most important aspect of any service business taking care of the customer. We're all in the same business, the people business. Our job is to make customers happy. What's the best way to do that? By giving out pickles. Pickles are those special or extra things you do to make people happy. The trick is figuring out what your customers want and then making sure they get it. That's the pickle. Make sure your employees have the scoop on effective customer service with this fun, lighthearted and highly effective training tool. Viewers will learn what it takes to foster and maintain customer loyalty. Participants will learn to:
Program Contents: DVD or Video, Leader's Guide with reproducible handouts, Give 'Em the Pickle hardback book, 10 Reminder Cards and 10 Pickle Pins
 Everyone can learn how to handle telephone calls smoothly and professionally with this telephone customer service DVD.
Ross Shafer, winner of six Emmy Awards, takes a break from Hollywood to put a fun face on the skills that matter when answering a business call. Ross takes Mike, a warehouse worker, and puts him on the company telephones during what should be a quiet lunch hour. But before Mike can get the hang of it, he stumbles through a series of funny—and all too realistic—mistakes, proving that great telephone customer service takes real skill. Once he understands it's harder than it seems, Mike gets down to business. In this humorous telephone customer service DVD, we learn: Good customer service is a combination of skill and attitude, both of which are even more important over the phone. Professionalism and knowledge help make every call smooth and simple for the customer. Duration: 23 Minutes 
Customer service is an art as well as a science. Skills can be taught, but the right attitude is even more meaningful. This video tells a simple but moving story about the importance of one customer service rep in the eyes of her customer. It inspires viewers to see that customers are people, too -- and to build relationships that keep customers coming back. Format: DVD
 This program focuses on the importance of the relationship between customer and employee. It’s all about being natural and giving people the same respect you want to receive. Scenes are set inside a variety of customer-service oriented businesses, including a dental office and a hardware store. Whether it’s in person or over the telephone, the five rules presented here will help you deliver the best service your customers could ask for. $149.99 [Add to Cart]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
Life is full of distractions, and the work environment is no exception. Especially when you're dealing with customers. It's easy to get sidetracked by coworkers, cell phones, other customers, and a hundred other things. Good listening skills are essential for meeting customer needs—and ensuring a positive experience with your organization. Learn three effective listening skills: Used individually or in combination, these skills will help you treat your customers with the respect they deserve. This customer service training DVD, perfect for training your front-line staff, is just as useful for long-term employees as it is for new hires. Duration: 14 minutes  Best-Seller! Basics of Business Etiquette how-to training program you'll learn:
The Basics of Business Etiquette training program comes complete with a DVD, CD audio and copy of the book The Basics of Business Etiquette by Majorie Brody and Barbara Pachter, which is part of the Business Skills Express Series published by the McGraw-Hill Companies. 45 minutes
 Produced - 2005 This program is also available for online training – learn more What is courteous in one culture, may be disastrously discourteous in another! Learn how to satisfy the different expectations of customers with this video designed to help employees provide effective customer service to all external multicultural customers --face-to-face and on the telephone. It offers over twenty strategies to help people adapt their traditional customer service skills to domestic and international customers of all cultures. In addition to some basic interpersonal skills, the video offers specific techniques to help talk to customers who have a heavy accent or who may not be fluent in their language. Duration: 20 minutes
Master today's key skills and strategies for effective telephone use. Good common sense telephone techniques and old-fashion courtesy--especially in today's digital age--often define crucial business moments. Poor telephone skills can cause customer dissatisfaction or loss of customers, damage the organizational image, and threaten overall caller goodwill. In this training program, your employees will learn how to apply 14 key call-handling skills that will boost not only your organization's credibility and bottom line, but also their own professionalism and value. You'll Learn To:
 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:
Program Includes: A 19 minute VHS or DVD, Leader's Guide, sample Participant Workbook. Online Training Option
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
(3 DVD Set) Regardless of all the new technology the telephone is still the most used business tool in today's work place. It is also the most abused communication tool. This new telephone 3 DVD training set will provide your staff with proven telephone techniques. The set includes the following programs: Program 1: "Telephone Skills at Work" will show you how to make your telephone your business partner. This new program is a great companion when used with our best-selling program. (Length: 30 minutes) You'll Learn:
Program 2: Winning Telephone Tips - It doesn't have to be this way, especially at your company or organization. The exciting Winning Telephone Tips training program tells you how to solve these problems and many, many more. Complete with DVD, CD audio and book, the 30 action tips in this program can be put to use immediately. This program is for everyone in your organization from the mail room to the office of the president. Learn why it's important to place your own telephone calls, how to avoid unnecessary call screening, and how to make your voice mail more efficient. You'll also learn innovative ways to prevent callers from wandering off the topic, and who calls back if your're disconnected; how to properly answer the telephone, and why it's important to say, "thank-you for calling" when the conversation is completed. These are just some of the 30 topics covered in this fast-paced video. A must for any organization! (Length: 45 minutes). Program 3: Use the Telephone the Right Way - Master today's key skills and strategies for effective telephone use. Good common sense telephone techniques and old-fashion courtesy--especially in today's digital age--often define crucial business moments. Poor telephone skills can cause customer dissatisfaction or loss of customers, damage the organizational image, and threaten overall caller goodwill. In this training program, your employees will learn how to apply 14 key call-handling skills that will boost not only your organization's credibility and bottom line, but also their own professionalism and value. You'll Learn To:
This set include: (3) DVDs, (3) CD audios and (3) books.
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)
Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality
In Part 1, service representative In Part 2, • Easy-to-use – includes facilitators manual designed by service experts • Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls • Save money – broadcast-quality video while saving 60% off average training video price • Save time – quick program for efficient learning and behavioral change • Versatile – use for meetings openers, training sessions, and more Main Learning Points on how to handle angry customers • Allow customers to vent • Acknowledge customers’ feelings • Take ownership of the issue • Avoid blaming the customer • Focus away from emotions, toward issues • Collaborate with customer to solve problem Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers • PowerPoint Presentation • Interactive Activities • Trainee Worksheet • Discussion Questions • Pre and Post-Training Assessment
 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:
Program Contents: VHS or DVD, Leader's Guide.
 Produced - 1995
In 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.
Program includes: DVD (20 mins),briefcase booklet and discussion leader's guide.
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
 Produced - 1997 This 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.
Includes: A 33 minute DVD or VHS video and leader's guide.
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
 This
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
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
 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:
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.
 This DVD comes with an audio CD and a book and provides the basics needed in any organization to help improve customer service. It is not a lot of theory. In fact, it is just the opposite; a training program that's loaded with do-it-now skills that can be put to work immediately. The book contains exercises that may be completed while watching the DVD. The audio CD provides yet another way to reinforce the material while in your car or while exercising. Customer service comes from the inside of an individual. It comes from the desire to provide good service to everyone - whether they are a customer, co-worker, friend or relation. Using the "three C's" of good customer service - Concern, Communication, and Competence, leading customer service expert Dr. Paul Timm brings to life the skills needed to enrich any customer service relationship. "To survive in the world's competitive market place we must treat customers like they are members of our family. A positive customer relationship is the key at any level of any organization.," says Dr. Timm. This program comes complete with DVD, audio CD and book. 45 minutes.
 This program comes with an audio cd, DVD and a book and provides the basics needed in any organization to help improve customer service. It is not a lot of theory. In fact, it is just the opposite; a video training program that's loaded with do-it-now skills that can be put to work immediately. The book contains exercises that may be completed while watching the video. The cd audio provides yet another way to reinforce the material on the video while in your car or while exercising. Customer service comes from the inside of an individual. It comes from the desire to provide good service to everyone - whether they are a customer, co-worker, friend or relation. Using the "three C's" of good customer service - Concern, Communication, and Competence, leading customer service expert Dr. Paul Timm brings to life the skills needed to enrich any customer service relationship. This enhanced DVD edition of The Power Of Customer Service is part of the In An Instant® Business Training Library. It comes complete with a DVD, video tape, closed captioning, audio CD, book, and a post-test that may be reproduced. Length: 45 minutes.
"Winning Customer Loyalty" Volumes 1 and 2, complete with 2 DVDs, 2 audio CDs and 2 guidebooks PLUS Dr. Paul Timm's best-selling training program "The Power of Customer Service (DVD, audio CD and book) for only Volume One: Winning Customer Loyalty...Eliminate Customer Turnoffs looks at what really alienates your customers. What makes them want to stay away and not buy your product. Each time we experience poor service we are tempted to join the chorus of complainers. But a more fruitful use of such experiences is to learn from what others do poorly so that we can provide the best in service to our customers. Comes with a DVD, CD audio and Guide booklet 26 minutes Volume Two: Winning Customer Loyalty...Exceed Customer Expectations shows you how to really exceed the expectations of your customers and gain their loyalty. It takes the ambiguity out of what it means to "give your customer more" when they really don't expect it. It shows you how to set yourself apart from your competitors.
Give your customer service people the head start they deserve with the new Customer Service Starter Set. These training programs come with a total of 5 DVDs, 5 CD audios, and 5 books to give your customer service people the necessary tools to deal with the most important person to your organization--The Customer! Your cost $519! If you were to buy these programs individually, the total would be $649.75. Buy the complete library and save $130.75! The Customer Service Starter Set Library includes the following DVD titles:
Each programs includes a DVD, Audio CD & Book
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