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TRAINING TOPIC : TELEPHONE SKILLS
FEATURED PRODUCT 2006
Video or DVD: JUST A CALL AWAY SERIES - 5 PART SERIES - Best
Seller
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.)
PURCHASE DVD or VHS Video - $1875
- RENT
for one week
- $975 each
OR $485 EACH AND $225.00 EACH FOR RENTAL
PREVIEW
BOTH OF THESE ON ONE VHS TAPE for FREE !
Video or DVD: IT'S YOUR CALL
Video or DVD: ARE YOU WITH ME?
-Connected - Meet customers “where they are.” Treat them like you’d want to be treated.
-Attentive - Give every customer your full attention. Guide the call by listening, being clear and checking in.
-Responsible - Own the call, never take things personally, and follow through. Remember, it’s your call!
-Enthusiastic - Treat every customer as if they were your only customer.
PURCHASE DVD or VHS Video - $625
- RENT
for one week
- $200 each
Both on one preview tape for viewing!
Video: THE
END OF THE LINE - BEST
SELLER!
If an employee becomes defensive while dealing with an angry customer, the situation could become a major problem. Avoid potentially damaging confrontations on your service lines! This dramatic video shows employees how to deal with angry customers and solve their problems with tact and concern.
PURCHASE VHS Video - $550 - RENT
for one week
- $130
Video: RINGY
DINGY - Lily Tomlin's Telephone Video Segment
In addition to being talented, versatile and funny, Lily Tomlin is also one of the most effective communicators in our industry today. Combined with the respected research and proven content from leading customer service guru, Ron Zemke, has made our Lily Tomlin Customer Service Series one of our most popular.
LILY TOMLIN SERIES 4 - PART PROGRAM
What Customers
Want
Dealing with Disappointed Customers
***One Ringy-Dingy: You are the Company - Phone Best Seller
The Seven Deadly Sins of Customer Service
PURCHASE VHS Video $860 each -
RENT
for one week
- $195 each
Video or DVD & CD-ROM: ON THE RECEIVING END VIDEO ARTS TELEPHONE TRAINING!
On the receiving end shows how customers can be kept satisfied and loyal to an organization. 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.
PURCHASE DVD or VHS Video- $870 RENT for one week- $250 - CD $1295 
Video or DVD: TELEPHONE BEHAVIOR: RULES JOHN CLEESE!
Assistant manager of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. Her own skills leave a lot to be desired, fortunately someone is on hand to show her the mistakes she makes, and help her overcome her shortcomings. The lessons include understanding that the call starts with a verbal handshake. Also, answer the phone within four rings and introduce yourself properly with a smile in your voice.
It shows that preparation is vital; people should have facts and figures to hand and repeat key phrases to show callers they're understood. During the call, people should ask open questions to gain information, and use the caller's name frequently to establish trust.
When closing the call they must confirm that the message is understood, and make a note of what they are required to do. Finally, the video tackles voice mail, showing that the same rules apply
PURCHASE VHS Video $870 - RENT for one week - $250
Video: TELEPHONE
COURTESY PAYS OFF II
The story begins when Barb receives a disturbing call from one of her best customers. The customer is threatening to end his business with her company because of poor telephone service. Barb immediately calls a meeting with her staff. They work together as a team to uncover the secret of providing excellent telephone service-covering a wide array of topics including basic phone skills, voicemail, language differences, complaint calls and how to say “no” to customers. After discussing and reviewing the phone techniques, all team members decide telephone courtesy really does pay off!
PURCHASE VHS Video $695 - RENT
for one week
- $165
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