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Telephone Skills TrainingFree previews, government, education, consultant and non-profit discounts available on select DVD and video programs. Contact us for details.
 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.
 Why do we like talking to some people more than others? Because they are good listeners. If someone is a good listener we not only like them more, we think they understand us and our business. We all understand the basics of good listening. Good listening, in part, is just being courteous. However, it is requires more than just being quiet and paying attention, although those are aspects of being a good listener. Being a good listener is not a passive activity. It entails taking actions that will encourage the other person to open up and communicate what is really on their mind. Good listening is active listening. That is the topic of our course-- Active Listening. Key Course Topics:
1 level - 30 training modules
 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.
The difference between success and failure in today’s business environment is customer service. In this course you’ll learn the basics of customer service and how to consistently provide high-quality customer service. Course Overview
Customer Service Attitude
Customer Service Process
Customer Service by Phone
 This series provides suggestions and clear demonstrations which will enable the viewer to get the most benefit out of his or her telephone calls. 6-part series. The Series Includes: The Basics of Handling Incoming Calls | Beyond the Basics: More on Incoming Calls | Cost-Effective Telephone System Management | Improving Your Outgoing Calls | Making Your Cold Calls Count | Improving Telephone Collections
 Produced - 1998
Whether it's training a completely new telesales team, a refresher course for existing staff, or fine-tuning certain aspects of an individual's performance, this course covers it all.
Program includes: DVD(73 mins), 11 segments of video, trainer's guide, resources binder and handouts.
(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.
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.
This new Communication Set allows you to improve your communication skills in a short period of time at a most reasonable price. The following new titles are included in the set: "Use the Telephone the Right Way", "Better Meeting Management for Better Communication", "Manage Your Time Better", "Feedback Skills for Supervisors" and "Communication Skills That Build Winning Relationships" Includes: 5 DVDs, audio CDs and Books
 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
 New Release (2006) Customize Your Training with 72 Situation-Specific High Quality Video Clips Finally, an affordable video clip library with enough variety to help you build customer service training courses unique to every type of trainee. You receive multiple video clips in these Customer Service topic areas:
Plus your will have a variety of video clips in each of these service categories: face-to-face (including field) & telephone, business-to-business & business-to-consumer, as well as employee-to-employee/internal customer service. All in all, you get:
The accompanying Leader's Guide gives context to each clip, suggests where and how to use the clips and explains how to combine clips for maximum impact. Discussion starter questions and activity suggestions are also included. Click here to view Preview Guide (including sample pages of the Leader's Guide). Create highly relevant courses for new-hires and develop refresher courses for seasoned staff. Over 20 different workplaces are represented including: general office, call center, government, healthcare, automotive/transportation, financial services, and more. Length: 75 minutes
Program Contents:
 The business world has changed tremendously in the past 50 years. So have many of the ways businesses communicate. Despite advancing technology, however, one communication tool remains a constant: the telephone. Using it competently and courteously is vital to customer and client satisfaction. This two-part series is designed to help students and professionals improve their telephone skills and understand the impact that both good and bad phone etiquette can have on the bottom line of any business. A teacher’s guide is included with both programs. Combining the video’s tutorial examples with the reinforcement of practical exercises on the CD-ROM, this interactive series will prepare students and professionals to:
The material in both the video and the CD-ROM correlates with the National Language Arts Curriculum Standards and the National Business Education Standards. (DVD and CD-ROM)
Release - 1992 This unique video series explains to beginning workers the basic skills needed to survive and prosper. Includes Basic Clerical Skills for New Employees, Thank You For Calling! Effective Telephone Techniques, and May I Help You? Commendable Customer Service. Excellent preparation for working in an office!
Why does there seem to be one set of rules for how we behave when we're with people and a whole different set for how we act when we're on the phone? When we interact with others on the phone, its easy to lose touch with the basic rules of common courtesy. The truth is, all too often, the telephone becomes an easy excuse for not connecting with people. Are You With Me? is a refresher of how to use common courtesy on the phone. Program Includes: A DVD or VHS Video, Leader's Guide and Pocket Reminder Cards.
Learn the basic skills necessary to compete in today's complex marketplace with the new Frontline Library. Complete with 10 DVDs, 2 videocassettes, 10 books and 7 audio CDs. These programs provide the fast-paced material needed to improve the performance of the new employee or the long-time veteran. Your cost $1,115! If you were to buy these programs individually, the total would be $1,417.50. Buy the complete library and save $302.50! The Frontline Library includes the following titles:
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