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 Call Center TrainingBusiness Training Media offers a wide selection of customer service and call center training programs. We also offer Online Customer Service Training Programs for employee training and development.
 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.
 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.
 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 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
 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.
 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
 Produced - 1999 Customer loyalties can be crushed or created over the phone lines. This Trainer's Toolkit demonstrates courteous and effective telephone techniques to ensure that your customers keep calling back!
The toolkit contains the DVD program (21 minutes), Telephone Courtesy: The Royal Connection, 10 employee handbooks and expanded leader's guide.
 From the world's leading authority on customer service this do-it-yourself resource will save you hours of work and ensure first-class customer service training. Customer Service Training walks you step-by-step through the design and delivery of training that changes behavior, recharges reps, and wins customers. It's the quick, easy, and fun way to develop training that addresses your company's unique needs. Packed with how-to's and tips, this resource will simplify each stage of the process:
Whether you're a training professional or beginner, you'll appreciate the useful diagrams, articles, examples, key points, sample lesson plans, flip charts, and evaluation forms.
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
 Activity Binder Enhance customer service at all levels of your organization with this volume of 20 ready-to-use training workshops. Each workshop includes detailed trainer's notes, transparency masters, and participant handouts. All materials are fully reproducible which makes them an excellent value for your training dollar! The following topics are covered in Volume 2: Mission Statements, Service Action Plans, Setting Standards of Service, Measuring Customer Service, and The Internal Customer.
LEARNING POINTS: INCLUDES: 3-Ring Binder, 368 Pages; Detailed trainer's notes, transparency masters, and participant handouts.
 This course is also available for online training, see details below. Part of the Just A Call Away Series on telephone skills. Encourage your customer service agents to take up the challenge and stretch their comfort zone when dealing with customers who may have a different culture or even first language. Taylor works in a busy international freight company. One of her customers is a woman named Ruzita who is trying to send an urgent parcel to her mother in Malaysia. Ruzita is new to this country and English is her second language. Taylor is also frantically trying to organize travel arrangements for her own mother to fly for the birth of her first grandchild. Our story follows Taylor's experience as she grapples with the challenge of being both a service provider and a customer, when dealing with cultural differences and language barriers. Taylor complains bitterly about the treatment she receives at the hands of the foreign visa department. However, when faced with a similar situation in her own work environment her reactions are not dissimilar. After learning some valuable practical skills and the importance of stretching your comfort zone, Taylor has a pleasant, productive exchange with Ruzita and the urgent parcel is immediately winging its way to Malaysia. It's a simple story, but one that is played out every day, all over the world. Participants will learn to:
Program includes: A 16 minute DVD or Video and Leader's Guide
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
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