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This item contains several different items. Purchasing this item includes all of the component items listed below.
About
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 give excellent customer service - every time.
The series comprises of the following six videos, detailed descriptions of which are available under their individual titles.
- The Really Angry Customer
- Attitude is Everything
- The Outbound Call
- It's Your Call
- Understanding Customer Diversity
- When You Can't Say Yes
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- Topics
- Call Centres
- Telephone Skills
- Video Running Time (minutes)
- 14:00
- Product Type
- Video
- Course ID
- 818
Leader's Guide & Workbook
Component Items
This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.
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
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
Outbound Call, The
Part of 'Just A Call Away' Series
What kind of impact do your people make in the first few seconds of an outbound call? Are they clear about their objectives every time they dial out? This video will help you focus on the importance of knowing what you want to get from each conversation. And it uniquely addresses some of the most co... read more
DVD style course with completion certificate only
Really Angry Customer
Part of 'Just A Call Away' Series
How do your people handle calls from customers who are more than just annoyed - but downright angry? It happens in the best of companies. For all sorts of reasons. And it's your people on the phones that take the brunt of the anger. This video trains them in the skills they need to calm the customer... read more
DVD style course with completion certificate only
Understanding Customer Diversity
Part of 'Just A Call Away' Series
This training video illustrates why there is a need to recognise the differences between customers and how to respond to these differences in a positive manner. Encourage your people to put themselves in their customer's shoes - what sort of service do they expect? What would make them want to do bu... read more
DVD style course with completion certificate only
When You Can't Say Yes
Part of 'Just A Call Away' Series
Use this video to give your people practical strategies to successfully handle one of the toughest challenges they face: providing great service when they have to give a negative response. No-one likes having to say 'No', 'I can't', 'We don't' or 'It's just not possible', but often there is simply n... read more
DVD style course with completion certificate only
