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 Call Center Training 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.
 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:
 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 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
 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
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
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)
 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.
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
 Produced - 1995
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.
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
 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
 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
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.
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Business Training Media, Inc.TM
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