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Telephone Skills Training

Free previews, government, education, consultant and non-profit discounts available on select DVD and video programs. Contact us for details.
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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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The Art of Active Listening Online Course (1 Year Access)

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:

  • Principles of Active Listening
  • What Makes a Good Listener
  • Why Listening is Important
  • Active Listening on the Phone
  • Telephone Do’s
  • Telephone Don’ts
  • Active Listening for Business
  • Recognize Feelings
  • Course Summary

1 level - 30 training modules

  • The Art of Active Listening Online Course (1 Year Access) $119.99 [Add to Cart]
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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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Customer Service Plus Online Course - (1 Year Access)

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

  • Setting Goals
  • Intro to Participants
  • Dave
  • Jessica
  • Customer Service Basics
  • Customer Always gets What They Want
  • Section Wrap up

Customer Service Attitude

  • Section Summary

Customer Service Process

  • Active Listening
  • Problem Solving
  • ABS

Customer Service by Phone

  • Section Summary

  • Customer Service Plus Online Course - (1 Year Access) $99.99 [Add to Cart]
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Business Telephone Techniques Series - DVD

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

  • Business Telephone Techniques Series - DVD $549.99 [Add to Cart]
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The Complete Telesales Training Kit - DVD

Produced - 1998

Free Preview

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.

From start to finish, every facet of the sales process is tackled. From making initial contact and finding out customer needs through to identifying buying signals, dealing with objections and closing the deal - it's all here in eleven easy-to-follow segments.

Based on people and situations everyone will identify with and presented in a fun but structured format, each video segment is followed by a review of key points by a telesales expert. So if probing, say, or staying in control of a presentation is a problem, these are skills that can be focused on. And if it's a whole new team that needs the ultimate A-to-Z to successful telesales then look no further.

The benefits

  • True-to-life scenarios staff can relate to
  • Suitable for teams or individuals - experienced or novices
  • Ready-made OHTs with the main training points
  • Eleven flexible and easy-to-identify modules

Program includes: DVD(73 mins), 11 segments of video, trainer's guide, resources binder and handouts.

  • The Complete Telesales Training Kit - DVD $1,995.00 [Add to Cart]
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Telephone Skills Training DVD Set

(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:

  • How to correctly handle incoming and outgoing calls
  • The basics of telephone etiquette
  • How to deal with complaint calls (and turn them into success)
  • How to listen and speak effectively on the phone

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:

  • Provide great service, turning phone calls into relationship builders
  • De-magnify conflict over the phone through sensitivity
  • Overcome the two root causes of poor telephone communication
  • Vary timing, tone and word choice to enhance caller comfort
  • "Check phone use attitude," follow the "two-ring rule" and more!
  • Apply voice mail etiquette that's also efficient

This set include: (3) DVDs, (3) CD audios and (3) books.

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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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Communications Library Set

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

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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]
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Customer Service Toolkit - DVD

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:

  • Attitude
  • Communication
  • Problem Solving
  • Service Recovery
  • Supervising a Customer Service Department
  • Internal Customer Service

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:

  • 72 professionally-produced video clips
  • A total of 75 minutes of total video (clips run between
  • 20 seconds and 2 minutes each)
  • Each clip in 2 formats: with narration to "set up the scene" and tell viewers what to look for, and without narration.
  • The entire library on BOTH: DVD for as-needed viewing, and CD-ROM for importing into PowerPoint presentations (easy-to-follow tutorial shows you how).

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:
Video clips on 1 DVD and 2 CD-ROMs, each with 2 versions of all clips: with introductory narration and without; printed Leader's Guide and Leader's Guide on CD-ROM.

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Let’s Talk . . . Telephone Tactics for Better Business - DVD

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:

  • Make outgoing and receive incoming calls
  • Conduct effective and efficient telephone calls in a business environment
  • Take control of a conversation and direct it towards a specific purpose
  • Use tone, pitch, and inflection to an advantage when speaking on the phone
  • Make a positive impression over the telephone
  • Properly compose and deliver a voicemail announcement and message

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)

  • Let’s Talk . . . Telephone Tactics for Better Business - DVD $299.99 [Add to Cart]
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Clerical Skills - DVD

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!

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Are You With Me? - DVD

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.

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Frontline Library - (10 DVD Set)

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:

  • Succeed by Listening
  • How to Handle Difficult People (3 Volumes)
  • How to Make Winning Presentations
  • Communicate and Win
  • Writing for Business Results
  • Effective Teamwork
  • Telephone Skills at Work
  • Time Management: Ideas that Work
  • How to Set and Really and Really Achieve your goals
  • The Basics of Business Etiquette