Email:

Telephone Skills Training

when-the-phone-rings_331_2.jpg
When the Phone Rings: Telephone Skills for Better Service - DVD

Best-Seller!

Free Online Preview 

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:

  • Customer service etiquette.
  • Taking an accurate message.
  • Handling transfers and multiple lines.
  • Voice mail and leaving a message.
  • Problem calls.

Duration: 20 Minutes 

  • When the Phone Rings: Telephone Skills for Better Service - DVD $169.99 [Add to Cart]
dealing-irate-customer-2_63_2.jpg
Dealing with the Irate Customer II - DVD

Best-Seller!

Free Online Preview

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

 

  • Dealing with the Irate Customer II - DVD $179.99 [Add to Cart]
  • Dealing with the Irate Customer II - Spanish - DVD $169.99 [Add to Cart]
  • Dealing with the Irate Customer II Study Guide $12.95 [Add to Cart]
telephone-customer-service.jpg
Telephone Customer Service: Basic and Advanced CSR Skills - DVD

Free Online Preview 

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:

  1. Listening effectively.
  2. Extending common courtesy.
  3. Avoiding the wrong impression.
  4. Using the customer's language.
  5. Gathering customer information.
  6. Satisfying the angry customer.
  7. Managing technology.
  8. Writing effective email.
  9. Preparing a mental script.
  10. Closing the conversation.

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]
invisibleMeeting.jpg
The INVISIBLE Meeting - DVD

Release - 2009

Free Online Preview

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...

  • Cyber Coordinate
  • Minimize Noise
  • Announce
  • Get Verbal Feedback
  • Use Clear Language
  • Be a Team

Purchase Package Includes

  • The INVISIBLE Meeting DVD (Languages: English, Spanish
  • 1-28 page Leader's Guide with Reproducible Worksheets
  • CD-Rom with PDF versions of Leader's Guide and Handouts
  • Customizable PowerPoint Presentation

toll-angrycustomer.jpg
The Angry Customer - New! (DVD)

Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality DVD packed with strategies for handling abusive customers.

In Part 1, service representative Carlos violates every rule for dealing with angry customers, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, Angela knows the four strategies for how to handle irate customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and reduces the cost of unhappy customers

Benefits:

•    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

johncleese.jpg
Telephone Behavior: The Rules Of Effective Communication - DVD

Produced - 1997

Free Online Preview

This DVD course is also available for online training – learn more

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 $999.00 [Add to Cart]
blankimage.gif
Cost-Effective Telephone System Management - DVD

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)

  • Cost-Effective Telephone System Management - DVD $149.99 [Add to Cart]
listening-under-pressure_52_2.jpg
Listening Under Pressure: The Customer Service Challenge- DVD

Free Online Preview

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.

In three entertaining and informative stories, you'll learn the right and wrong ways to handle customer service challenges. You'll learn how three specific listening skills can soothe irate customers; help you get the information you need to solve their problems; and keep your focus in spite of interruptions. Once you've mastered these crucial skills, great customer service will be second nature.

Learn three effective listening skills:

  • Attentive—make the customer your first priority.
  • Active—ask questions that address the clients' concerns.
  • Objective—keep an open mind and avoid jumping to conclusions.

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

$149.99 [Add to Cart]
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.

telesales.jpg
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]
CallofTheMummy.jpg
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.

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

blankimage.gif
Use the Telephone the Right Way DVD

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
Complete with DVD, CD audio and viewer's guide. Length: 24 Min.

blankimage.gif
Improving Telephone Collections - DVD

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

blankimage.gif
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.

blankimage.gif
Improving Your Outgoing Calls - DVD

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

Communications Library Set

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:

  • Use the Telephone the Right Way
  • Better Meeting Management for Better Communication
  • Manage Your Time Better
  • Feedback Skills for Supervisors
  • Communication Skills That Build Winning Relationships

Includes 5 DVDs, 5 CD audios and 5 booklets (5-Volume Set)

Free Ground Shipping!

 

blankimage.gif
Beyond the Basics: More on Incoming Calls - DVD

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

  • Beyond the Basics: More on Incoming Calls - DVD $149.99 [Add to Cart]
onreceiving.jpg
On the Receiving End Making Call Centers More Effective - DVD

Free Online Preview

This DVD course is also available for online training – Learn more

 

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 $999.00 [Add to Cart]
custsrvctoolkit_clip.jpg
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.

blankimage.gif
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

customerswithadifference_clip.jpg
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

50actadmin.jpg
50 Activities for Administrative, Secretarial, and Support Staff

One of the few resources that addresses the unique needs of support professionals

By Elizabeth Sansom and Christine Newton

This manual of activities is written for support staff – the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training.

The book presents a wide range of activities and handouts to help teach and apply the most critical competences for administrative, secretarial and support professionals. Titles include: Delivering Bad News, Getting My Point Across, Proud to Be Part of the Team and Getting Organized.

It’s all here... the activity description, target group, objectives, number of participants, time, materials, important notes for the trainer, method and optional elements. Included is an activity time checklist – so you can choose from exercises that can be completed in 60 minutes, 60-90 minutes and two hours.

The 50 activities are conveniently organized into 10 areas:

• Orientation
• Motivation and Empowerment
• Caring for Our Customers
• Face-to-Face Communication
• Telephone Skills
• Written Communication
• Time Management
• Managing Small Projects
• Meetings
• Presentation Skills

This training can be carried out in short sessions and in-house by supervisors or managers who are not officially trainers. The exercises all actively involve the participants and –because they are fun – have much more impact.

With 50 Training Activities for Administrative, Secretarial and Support Staff, you can motivate your staff, encourage them to achieve the best possible standards and enable them to grow in their constantly evolving jobs.

$159.99 [Add to Cart]

calltoorder.jpg
Call to Order - DVD

Produced - 1995

Free Preview

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.

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.

its-your-call.jpg
It's Your Call: Connecting with Customers Over the Phone - DVD

Free Online Preview

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:

  • 13 crucial do's and don'ts for basic telephone courtesy.
  • 5 essential elements for taking phone orders and generating extra sales.
  • A surefire 3-step formula for handling angry callers.

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

$149.99 [Add to Cart]
   
Telephone Courtesy Pays Trainer's Pack
$39.99
[Add to Cart]  [View Cart]
when-the-phone-rings_331_2.jpg
When the Phone Rings: Telephone Skills for Better Service - DVD

Best-Seller!

Free Online Preview 

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:

  • Customer service etiquette.
  • Taking an accurate message.
  • Handling transfers and multiple lines.
  • Voice mail and leaving a message.
  • Problem calls.

Duration: 20 Minutes 

  • When the Phone Rings: Telephone Skills for Better Service - DVD $169.99 [Add to Cart]
blankimage.gif
Telephone Courtesy: You Are the Company - DVD

Free Online Preview

 

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.

Learn the following telephone techniques:

  • Answer correctly. 
  • Politely ask a caller to hold.
  • Take accurate messages.
  • Assure callers that they are being listened to.
  • Transfer and forward calls.
  • Leave recorded messages.

This telephone customer service video is a great tool for teaching your staff how to project a positive view of your organization.

 

  • Telephone Courtesy: You Are the Company - DVD $99.99 [Add to Cart]
noimage.png
Service Excellence: Time to Care Trainer's Toolkit - VHS

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.

  • Telephone etiquette
  • Importance of patient privacy/confidentiality
  • Patient interaction
  • Patient perception/follow-up

Includes: A 19 minute VHS Video.

  • Service Excellence: Time to Care Trainer's Toolkit - VHS $450.00 [Add to Cart]
  • Service Excellence: Time to Care Trainer's Toolkit - VHS Preview $0.00 [Add to Cart]
csbest.jpg
Customer Service Best Practices - Book

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

  • How to quantify the payoff in improved customer service
  • Special section on customer service and the internet
  • Special appendix-benchmarking your customer service with findings from the 1996 International Customer Service Association (ICSA) study
  • 38-item self assessment to evaluate your current service level
  • Coaching for customer service
  • Training tips for telephone customer service

20004900.jpg
Customer Service and You (25 Pack - Handbooks)

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:

  • What customers want
  • The importance of listening
  • How to communicate with customers
  • Dealing with unhappy customers
  • Telephone etiquette

All BLR Booklets feature:

  • Full color illustrations to capture attention
  • Simple, easy-to-read text for comprehension
  • 16 pages for fast, effective training
  • Carefully researched and reviewed content
  • Quiz and acknowledgement form to document training
  • Customer Service and You (25 Pack - Handbooks) $49.99 [Add to Cart]