Just a Call Away Series
Languages Available: English
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Designed specifically for call centers, each program in this comprehensive 5 part series addresses different customer service issues. From dealing with an irate customer, to learning how to handle an overly talkative customer, this series presents valuable information in a humorous and creative way.
The Really Angry Customer - 14:00 minutes
Our extremely rushed customer's goal is to make it home in time for the delivery of his first child, but circumstances with the airlines and his bank's call center aren't making it any easier. "The Really Angry Customer" training video demonstrates how to calm angry customers and get the information needed to deal effectively with the issues. Loaded with practical ideas, this program helps you solve problems and guarantee your customer's satisfaction.The Outbound Call - 14:00 minutes
You never know how important the person who answers the phone can be to the success of your call, so don't take them for granted. Being prepared, focused and succinct from the get-go are the first steps in meeting your call objective. "The Outbound Call" training video prepares employees to make the most out of each call. It demonstrates how to use skillful questioning to win the customer's confidence and make the sale.It's Your Call - 14:00 minutes
Some customers just like to talk, often about unrelated issues. But with call center employees ever increasing sales targets and calling quotas, it's important to keep yourself and your callers focused on the objective of the call. The "It's Your Call" training video shows you how to do just that, as well as teaching the essentials in achieving sales goals without jeopardizing good customer care. It's also a great training tool for effective cross-selling techniques.Customers With a Difference - 16:00 minutes
The Customers With A Difference training video addresses one of the biggest problems all organizations have: talking with people who use English as a second language. What do you do, and how do you do it? This program will encourage your customer service agents to stretch their comfort zone when dealing with customers who may have a different culture than theirs.Attitude is Everything - 14:00 minutes
Having missed his flight, our customer has one more chance to make it home. A call center employee, who really listens to his plight, goes the extra mile to deliver customer satisfaction. The "Attitude is Everything" training video will equip your front-line with the right body posture, intonations, listening skills and mental approach for each call -- skills that can make the difference between good service and really great service!
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The Really Angry Customer
Jackson's anger is palpable and viewers will be able to relate and empathize with both him and the CSR who is trying to help. The learning points are practical, I especially liked the discussion about how to avoid taking a customer's anger personally. And the pumpkin method will have some trainees laughing and talking about pumpkin terms long after the film is over -- which may just make it work.
- PROS
- Viewers will feel for Jackson and Mackenzie.
- Film offers practical tips for keeping your composure and handling and defusing a customer's anger.
- CONS
- Narrator interrupts the scenario too often which detracted from the learning.
- I liked the Pumpkin method in theory but I question whether viewers will embrace it.
The Outbound Call
This is an easy film to watch. (I loved the interactions with Danielle.) This film offers practical, specific tips for presenting yourself well and staying motivated, while illustrating a realistic portrayal of the ups and downs of being an outbound call rep. Trainees who cringe at the idea of selling will like focusing on solving problems instead of selling products.
- PROS
- Film offers practical, easy-to-remember tips for presenting yourself well and staying motivated.
- Conversations with Danielle pointedly illustrate why it's important not to take the person who answers the phone for granted.
- CONS
- It sometimes looked a little too easy.
It's Your Call
I like how the film shows the distractions and interruptions as they play out and then replays the scenario. Lena is sincere and likable and in the end, she handles her talkative customer with patience and grace. There is a lot of information to digest but the points are strong and will benefit any telephone CSR.
- PROS
- Lena is likable, engaging, and sincere.
- Scenario is realistic.
- Effectively illustrates how to focus on the caller in spite of all the distractions and outside pressures.
- CONS
- Viewer loses the flow of the film because the narrator interrupts the scenario too frequently.
Customers With a Difference
This is an intelligently written film that isn't preachy about accepting people who are different. Instead it offers solid training on how to help customers from other cultures and the scenarios clearly support the learning points. I especially like how the film's main CSR finds herself as a customer with a cultural difference too, and it's believable. If you have a diverse customer population, this film is for you.
- PROS
- Realistically illustrates service challenges associated with customers who speak English as a second language.
- Offers specific customer service behaviors to help overcome challenges.
- Respect and patience for others is underlying theme.
- CONS
- Scenario isn't fully played to reinforce learning.
Attitude is Everything
I liked this film -- a lot. The playful exchange between the two narrators reinforces the learning and verbalizes what some viewers may be thinking or feeling. I especially like how the scenarios are replayed until they're right.
- PROS
- Upbeat, high energy narrator
- Give and take dialogue between the narrators addresses viewers' concerns and reinforces the learning points
- Scenario is replayed until call center employee gets it right
- CONS
- It's a lot of information to remember
reviewed by 8 people
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Edwin Lau
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