On The Receiving End

Languages: English
Length: 25:00

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Customers who are inarticulate, difficult or helpless are every call center operator's worst nightmare. However, it often requires more than just a good telephone manner to deal with these types of people - good training is essential.

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.

By looking for opportunities staff will be able to add value to their service, developing as an agent who is able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.

• On the Receiving End Video
• Course leader's guide
• Participant worksheets on disk
• PowerPoint slides/OHTs on disk
• Self-study workbook on disk