Telephone Customer Service

Staff Recommended Programs

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  1. ARE YOU WITH ME? Common Courtesty on the Phone

    ARE YOU WITH ME? Common Courtesy on the Phone

    $495.00

    <h2> Description</h2> <p> <b>What&#39;s Included:</b> DVD, Facilitator&#39;s Guide pocket reminder cards <br /> (Program length: <strong>26 minutes</strong>)</p> <p> From making and taking calls to transferring calls and putting people on hold to taking and leaving messages, this program connects all the rules of telephone courtesy to a single, simple, easy-to-remember concept: treat the person on the other end of the line as though they were right there in the same room with you.</p> <h2> Key Learning Points</h2> <ul class="learning-points"> <li> Making a call is like making a visit</li> <li> Taking a call is like receiving a visitor</li> <li> Putting a caller on hold is like asking a visitor to wait at the door</li> <li> Transferring a call is like introducing two people</li> <li> Leaving a message is like making a call or a visit</li> <li> Taking a message is like receiving someone else&#39;s visitor</li> </ul> Learn More
  2. Call to Order
  3. Glad I Could Help

    Glad I Could Help

    Regular Price: $795.00

    Special Price: $695.00

    <div class="product_desc"> <p> <em>Real Customer Service Situations for Discussion</em><br /> <br /> There&#39;s no tougher business situation than dealing with an angry customer, whether external or internal to your organization. <br /> <br /> Now, you can equip employees to handle those calls and confrontations without getting rattled. They&#39;ll become experts at working through misunderstandings, misinformation and frustration over policies and practices, while helping angry customers feel heard and valued.<br /> <br /> Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face. In each situation, employees will learn that by responding with a &quot;glad I could help&quot; attitude, customers will feel positive about the employee, the organization, and the way they have been treated-ultimately creating long-term customer loyalty.</p> <h4> <span style="color: #003366;">Learning Point Highlights:</span></h4> <ul> <li> Understand that the number one thing that really matters to customers is how they are treated</li> <li> Keep your focus on what you can do to solve a customer&#39;s problem</li> <li> Exhibit a &quot;glad I could help&quot; attitude when dealing with customers</li> <li> Make sure the customer is left with a positive, memorable impression</li> </ul> <p> <strong>Run Time:</strong> 21 Minutes</p> </div> Learn More
  4. Howlers Series John Cleese Training Video
  5. It's Your Call: Remarkable Customer C.A.R.E. On the Phone

    It's Your Call: Remarkable Customer C.A.R.E. On the Phone

    $495.00

    <p align="left"> When you think of the times when you have had great experiences as a customer, you automatically think of the people who made those experiences happen for you. We instantly know when we encounter a remarkable customer service professional, so why is it that some customer service pros just stand out? The simple answer is that a great customer service professional makes a choice: Every day, with every customer, on every call, they choose to do all they can to make their customer&#39;s experience as positive as it can be. In other words, they care. And it isn&#39;t just that they want to care, it&#39;s that they know how to care. Somewhere along the line they learned that to deliver remarkable customer service, you have to choose to be <b>C</b>onnected, <b>A</b>ttentive, <b>R</b>esponsible, and <b>E</b>nthusiastic.</p> <p align="left"> <b>Key training points:</b></p> <p align="left"> Every day, with every customer, on every call, make the choice to C.A.R.E. Great customer service professional choose to be:</p> <p align="left"> Connected:</p> <ul> <li> Meet customers &quot;where they are.&quot;</li> <li> <p align="left"> Treat them like you&#39;d want to be treated.</p> </li> </ul> <p align="left"> Attentive:</p> <ul> <li> Give every customer your full attention.</li> <li> Guide the call by listening, being clear and checking in.</li> </ul> <p align="left"> Responsible:</p> <ul> <li> Own the call, never take things personally, and follow through.</li> <li> Remember, it&#39;s your call.</li> </ul> <p align="left"> Enthusiastic:</p> <ul> <li> Treat every customer as if they were your only customer.</li> </ul> <p> <strong>Program Includes:</strong> 25 minute video, Facilitator&#39;s guide/participant&#39;s workbook and 25 pocket reminder cards with key training points.</p> Learn More
  6. Service Impact! Series

    Service Impact! Series

    $895.00

    <h2> Description</h2> <h3> What&#39;s Included</h3> <ul> <li> 5 short 3 1/2 - 5 1/2 Minute Video Programs on DVD</li> <li> Facilitator&#39;s Guide CD</li> <li> Activities</li> <li> Discussion Questions</li> <li> Student Worksheet</li> <li> PowerPoint file</li> <li> Pre and Post-Training Assessment</li> </ul> <p> (Program length: 23 minutes)</p> <p> <strong>Topics:</strong> Customer Service</p> <p> A new series of customer service scenarios, designed for today&#39;s high-efficiency, money-saving training needs.</p> <p> Service Impact! is a new series of training videos. Featuring engaging, lifelike scenarios and TV-quality production, training will be enjoyable and highly effective. The Service Impact! series is highly versatile, designed to be used for meeting openers, training, and more! And with a feature-packed facilitators guide on CD-ROM, you&#39;ll have all the tools you need to make training easy and successful. Priced for today&#39;s streamlined budgets, you&#39;ll enjoy all these benefits while saving 60% off the typical price of a training program.</p> Learn More
  7. Telephone Behavior The power and the Peril
  8. Telephone Behavior
  9. Telephone Courtesy Pays Off II

    Telephone Courtesy Pays Off II

    $745.00

    <p> Production Date: 1997</p> <p> Are untrained employees driving your customers away? &nbsp;&nbsp;</p> <p> Training Points:</p> <ul> <li> Deal with telephone complaints courteously.</li> <li> Correctly deny certain requests, so you don&#39;t offend the caller.</li> <li> Expedite telephone transfers and minimize delays.</li> <li> Handle challenges like voice mail and language barriers.</li> </ul> <p> Do your employees know how to properly answer the phone? Poor phone etiquette can irritate your customers and drive them away. This video shows you how to use the telephone cordially, efficiently, and properly, so that the impression the customer gets of your organization is upbeat and positive.</p> Learn More

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