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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

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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 - ONLY $495 each - RENT for one week - $200 each

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Video or Dvd: DON'T LOSE YOUR PATIENTS ON THE PHONE

Help your telephone staff convey a positive image of your facility.

Patients rely on your telephone staff for speedy and accurate information. This video demonstrates the unique problems encountered by health care telephone personnel and dramatizes specific techniques for handling them.

How To Training Points

* How to properly answer a patient's call
* How to handle on-hold calls and transfer patients smoothly
* How to handle complaints and field patient requests with courtesy

PURCHASE - VHS or DVD $495 - RENT for one week - $195..

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Video: THE END OF THE LINE - ANGRY CUSTOMERS (OLDER VIDEO)

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 - $695 RENT for one week - $295

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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

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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 DVD or VHS Video $870 - RENT for one week - $250

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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 DVD OR VHS Video $745 -RENT for one week - $295

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Video or DVD: THE INVISIBLE MEETING- Improve Meetings! NEW RELEASE 2009

How productive was your last conference call?

As travel costs rise and budgets shrink, conference calls are rapidly replacing face-to-face meetings. Unfortunately, many people have not yet learned the skills needed to make this type of meeting effective. We have all participated in ineffective conference calls, wasting every¬one’s time and energy. Often participants don’t take a conference call as seriously as a regular meeting, but in reality, a conference call is a meeting—a “virtual meeting” with some very unique challenges.

“The Invisible Meeting” demon-strates 6 effective techniques for making your conference calls more productive. This engaging program reveals the “challenges” and the “virtual rules” that both participants and meeting organizers need to know. “The Invisible Meeting” will make your conference calls more effective, saving your organization time and money.

PURCHASE DVD or VHS Video $795 RENT for one week - $350

Includes: - DVD Video - Printed 28 page compre¬hensive training leader’s guide with reproducible worksheets
- CD-ROM with PDF versions of leader’s guide and participant handouts- Customizable PowerPoint graphics file

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