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 Telephone Skills Training Best-Seller! Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization. When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call. Those who answer the phones are speaking for everyone in the company. Make sure they have training. This program teaches the following telephone courtesy skills:
Duration: 20 Minutes
 Best-Seller! 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. Duration: 21 Minutes
 This telephone training video, packed with information about customer service skills, covers all aspects of telephone selling and customer service. Set in a real-world call center, this telephone training video teaches the skills necessary for smooth, professional customer service over the phone. It shows the right way to make a good impression on customers, and how to handle all calls successfully. The kind of service that customers receive over the phone is a good indication of how an organization is run. Too often, customer service representatives (CSR) are bogged down by distractions and misunderstandings, hearing what they want to hear and thinking about what they're going to say next. Being an effective listener is the first step toward customer satisfaction. Viewers learn ten valuable telephone customer service skills:
Each of these telephone customer service skills is explained in detail, which makes it ideal for training—you can use the whole video all at once as an overview, or create training sessions based on just one or two of the skill sets at a time. Being a customer service representative can be a tough job. The goal of a CSR is to demonstrate customer appreciation and leave everyone feeling fulfilled. By developing your phone reps' competencies, this program will help them become more effective with your customers while at the same time increasing their own job satisfaction and reducing burnout. Duration: 26 Minutes $169.99 [Add to Cart] Release - 2009 Are your conference calls as productive as you'd like them to be? With the rise of travel costs and shrinking corporate budgets, the common face to face meeting is being quickly replaced by the conference call. Unfortunately, many people have not yet learned the skills it takes to make this type of meeting effective. Often participants don’t take a conference call as seriously as a regular meeting and can feel it's simply a waste of time and energy. Sadly, without proper preparation and clear direction, your conference call may end up being just that. The INVISIBLE Meeting demonstrates 6 practical steps for making your conference calls more effective. This entertaining training video uncovers the challenges and virtual rules that both participants and meeting organizers must understand. The INVISIBLE Meeting is sure to make all your conference calls more effective. LEARN HOW TO...
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Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality
In Part 1, service representative In Part 2, • Easy-to-use – includes facilitators manual designed by service experts • Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls • Save money – broadcast-quality video while saving 60% off average training video price • Save time – quick program for efficient learning and behavioral change • Versatile – use for meetings openers, training sessions, and more Main Learning Points on how to handle angry customers • Allow customers to vent • Acknowledge customers’ feelings • Take ownership of the issue • Avoid blaming the customer • Focus away from emotions, toward issues • Collaborate with customer to solve problem Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers • PowerPoint Presentation • Interactive Activities • Trainee Worksheet • Discussion Questions • Pre and Post-Training Assessment
 Produced - 1997 This 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.
 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)
Life is full of distractions, and the work environment is no exception. Especially when you're dealing with customers. It's easy to get sidetracked by coworkers, cell phones, other customers, and a hundred other things. Good listening skills are essential for meeting customer needs—and ensuring a positive experience with your organization. Learn three effective listening skills: Used individually or in combination, these skills will help you treat your customers with the respect they deserve. This customer service training DVD, perfect for training your front-line staff, is just as useful for long-term employees as it is for new hires. Duration: 14 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.
 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.
 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
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
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:
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
(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.
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 new Communication Library 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:
Includes 5 DVDs, 5 CD audios and 5 booklets (5-Volume Set) Free Ground Shipping!
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
 This
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:
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:
 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
 One of the few resources that addresses the unique needs of support professionals
 Produced - 1995
In 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.
 Everyone can learn how to handle telephone calls smoothly and professionally with this telephone customer service DVD.
Ross Shafer, winner of six Emmy Awards, takes a break from Hollywood to put a fun face on the skills that matter when answering a business call. Ross takes Mike, a warehouse worker, and puts him on the company telephones during what should be a quiet lunch hour. But before Mike can get the hang of it, he stumbles through a series of funny—and all too realistic—mistakes, proving that great telephone customer service takes real skill. Once he understands it's harder than it seems, Mike gets down to business. In this humorous telephone customer service DVD, we learn: Good customer service is a combination of skill and attitude, both of which are even more important over the phone. Professionalism and knowledge help make every call smooth and simple for the customer. Duration: 23 Minutes Telephone Courtesy Pays Trainer's Pack $39.99 [Add to Cart] [View Cart] Best-Seller! Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization. When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call. Those who answer the phones are speaking for everyone in the company. Make sure they have training. This program teaches the following telephone courtesy skills:
Duration: 20 Minutes
This telephone customer service video will assure that everyone who picks up the phone in your office or business knows how to demonstrate good telephone courtesy and understands how important the telephone image you project can be to your business. A professional phone demeanor can go a long way toward letting customers know that you're interested in them. After all, the customer is the reason your business exists. The attitude you have on the phone is also the attitude that the caller will apply to your company as a whole. This telephone customer service video is a great tool for teaching your staff how to project a positive view of your organization.
 This important Trainer’s Toolkit examines the main points to remember when you are involved in the customer relations atmosphere. This comprehensive training package includes the Service Excellence: Time To Care video program, 50 employee handbooks, an expanded leader’s guide, a laminated poster, and overhead transparency masters.
Includes: A 19 minute VHS Video.
 This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures. Materials are Fully Reproducible! All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. We make it easy for you to add, delete, or change information to suit your special needs. All materials are provided in Microsoft Word, so within minutes you can add your company name and logo to give your resources a customized look. Tools and Resources Included
 Your customers make your business. Make certain your employees are providing service that will keep your customers satisfied and your business profitable. Easy-self training information in this 16-page illustrated booklet trains staff on top quality customer care. A motivational booklet that gives dozens of do's and don'ts to help your employees make customer service and satisfaction a top priority. Helpful tips on listening skills, handling complaints, and phone skills. Topics covered in this booklet include:
All BLR Booklets feature:
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