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Are You With Me?
A superb program on all aspects of telephone use – inbound, outbound, customer service, sales, and general office use. With a wide variety of scenes, this video illustrates its unique, valuable concept: treat the person on the phone as though they were there in the same room with you • Making a call... read more
DVD style course with completion certificate only
Attitude Is Everything
Part of 'Just A Call Away' Series
Are your people always willing to go that extra mile for their callers? Are they totally committed when they answer the phone at going home time? Do they really listen to the needs of the customer? How often do they make (wrong) assumptions? Your people's mental approach to each caller has a huge im... read more
DVD style course with completion certificate only
Call Effectiveness and Angry Customers
The good news about receiving a call from any angry customer, is that we have an opportunity to rectify the situation. The angry customers you don’t hear from are probably gone for good. In this program we’ll show you how to deal with angry customers and increase the effectiveness of your call. Here... read more
DVD style course with completion certificate only
Clear As A Bell
Your customers need to hear the smile in your voice. When you communicate on the phone, you're speaking for your organization. * Organize your call * Take clear notes * Speak clearly * Listen * Personalize * Use the special words of courtesy.
DVD style course with completion certificate only
Debt Collection By Telephone
You can't beat the personal touch, and this programme shows how to use it to conquer the modern business bogy of bad cash flow. Where letters and threats just antagonise, the planned and controlled telephone call can make it very difficult for the debtor to delay payment.With humour, shrewd insight ... read more
Effective Call Management
How to handle volumes of calls and still give all of them quality service? Effective Call Management illustrates basic and advanced techniques for managing and controlling all types of telephone calls. Presents nine important telephone techniques using humorous vignettes and a "How To" format.
Effective Telephone Communication
Covers the common-sense points of using the telephone as a business tool. Plus ways to improve your telephone voice and listener's first impression.
It's Your Call
Part of 'Just A Call Away' Series
This video is packed with useful, practical tips for call centre staff with a common problem: how to achieve ever-increasing call rates and sales targets without jeopardising good customer care on the telephone. Packed with practical examples for increasing call effectiveness, the video shows that e... read more
DVD style course with completion certificate only
It's Your Call
Remarkable Customer C.A.R.E on the phone
When you think of the times you’ve had great experiences as a customer, you automatically think of the people who made those experiences happen for you. We all instantly know it when we encounter a remarkable customer service professional, so why is it that some customer service pros just stand out?... read more
DVD style course with completion certificate only
Just A Call Away Series
Set of 6 Dramatic & Impactful Videos for Call Centres
Train and motivate your customer service people to even higher levels of performance with the Just A Call Away Series of training videos. Each video, from this series of six, covers a vital element of telephone customer service. Use them together or individually, and you will train your people to gi... read more
Making Every Call Count
Get the very best out of every phone call
This video shows a series of real workplace scenarios, with internal and external calls between colleagues, clients and suppliers, and brings out key points in a meaningful, effective way, so that the viewers can’t help but improve their skills, and bring difficult situations to effective conclusion... read more
Office Administration Series
Set of 4 videos
Working in an office can require some very specific skills, but how do we get on generally in any office situation? In this this excellent 4 part series we covers all aspects of office administration: General Office Skills (25 minutes) Working in an office can require some very specific skills,... read more
