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Call Center Training

Business 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.
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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Telephone Behavior: The Rules Of Effective Communication - DVD

Free Online Preview

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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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]
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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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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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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]
Call of the Mummy - Video
$695.00 [Add to Cart]
Telephone Courtesy: The Royal Connection - DVD

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!

  • Avoiding the most common mistakes
  • Determining and fulfilling customer needs
  • Offering "royal treatment" over the phone

The toolkit contains the DVD program (21 minutes), Telephone Courtesy: The Royal Connection, 10 employee handbooks and expanded leader's guide.

  • Telephone Courtesy: The Royal Connection - DVD $700.00 [Add to Cart]
  • Telephone Courtesy: The Royal Connection: Preview $0.00 [Add to Cart]
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Customer Service Training: How to Create Your Own Program

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:

  • Analysis
  • Design
  • Delivery
  • Evaluation

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.

  • Customer Service Training: How to Create Your Own Program $149.99 [Add to Cart]
Power of Customer Service DVD

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.

Power of Customer Service in An Instant - DVD

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.

  • Power of Customer Service in An Instant - DVD $149.99 [Add to Cart]
Winning Customer Loyalty Set 2 DVD

"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.

Customer Service Starter Set - DVD

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:

  • 50 Ways to Keep Your Customers
  • The Power of Customer Service
  • The Basics of Profitable Customer Service
  • Winning Customer Loyalty: Eliminate Customer Turnoffs

Each programs includes a DVD, Audio CD & Book

20 Training Workshops for Customer Service (Vol. 2)

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:
Participants will learn about developing a cohesive customer service policy, identifying service improvement opportunities and measuring customer service effectiveness.

INCLUDES: 3-Ring Binder, 368 Pages; Detailed trainer's notes, transparency masters, and participant handouts.

  • 20 Training Workshops for Customer Service (Vol. 2) $149.99 [Add to Cart]
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Customers With A Difference - DVD

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:

  • Give instructions in a logical order
  • Repeat information without sounding annoyed
  • Avoid jargon and use simple language
  • Show sensitivity and understanding
  • Never be, or sound patronizing

Program includes: A 16 minute DVD or Video and Leader's Guide

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