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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.
 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.
 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:
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:
by Steve Schiffman There are no new sales without new contacts. Learn how to set make calls with proven cold-calling techniques. Top level corporate sales trainer and best-selling author, Steve Schiffman, presents the contents of his famous cold-calling seminar. This definitive two-video set is the most comprehensive sales training program ever developed on the cold-calling process, providing sure-fire strategies for inside salespeople, telemarketers, and field sales professionals. Using a memorable, straightforward approach, this program actually teaches salespeople how to make cold calling the most productive part of the sales repertoire. This package includes both the beginning and advanced video with a participant workbook.
 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
 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
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