This series includes 5 programs, 3 on the subject of inbound calls, 1 outbound and 1 on dealing with diverse customers. These programs were produced and directed by the same people who made these the LEADING telephone skills videos in the U.K. and throughout the world. All programs include leader's guide.
The Really Angry Customer What to do when your caller is more than just annoyed. It happens in the best of companies and it's your people who take the brunt of the anger. This video trains your people in the skills they need to calm the customer and find out the information they need to deal with problems.
Attitude Is Everything
This video shows you how to make the difference between service and really great service over the telephone. Your people's mental approach to each caller has a huge impact on first impressions. Show your people this video and they will see exactly what you mean.
It's Your Call
Achieve your call quotas without sacrificing service. This video is packed with useful practical tips for call center staff with a common problem: how to achieve ever increasing call rates and sales targets without jeopardizing good customer care on the telephone.
The Outbound Call
Get the most from each call and leave a great impression of your organization. What kind of impact do your people make in the first few seconds of their calls? Are they clear about their objectives? This video will help you focus on the importance of knowing what you want to get from each conversation.
Customers With A Difference
This segment is packed with practical techniques for understanding your customers with a difference. The story relates Taylor's experiences as she grapples with the challenge of being both a service giver and a customer when dealing with people who are different than you. She complains bitterly about the treatment she receives at the hands of a foreign visa department. However, her reactions are not dissimilar when faced with a similar situation in her own work environment. Follow the story as she learns some good common sense skills, takes up the challenge to stretch her comfort zone and appreciates the value of her own diverse customer.
