TELEPHONE & CALL CENTER SKILLS
Jump start their success on the phone by sharpening the two most important tools they have, their attitude and their voice.
Call Center / Telephone Skills
Just a Call Away Series
A CRM ReleaseWe feel this series provides the best call center training money can buy. Each program in this comprehensive, five-part series addresses multiple customer service related 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.
Telephone Behavior: The Rules of Effective Communication
Every call is important. This program shows that behavior and attitude can directly influence, both negatively and positively, the outcome of every call. John Cleese helps you focus on the latter.
It's Your Call - Just a Call Away
A CRM ReleasePart of the Just a Call Away Series, this program teaches call center agents five techniques for maintaining control of a call while staying friendly, interested and service oriented.
Attitude Is Everything
A CRM ReleaseShows call-center personnel how the right attitude can make a big difference in their ability to help customers and in their own job satisfaction.
Customers With A Difference
A CRM ReleaseLanguage barriers needn't present a challenge for telephone CSRs. This video shows how to communicate through differences and achieve understanding.
Really Angry Customer
A CRM ReleasePart of the Just a Call Away Series, this program teaches call-center personnel what to do when a customer becomes frustrated, enabling them to bring bad situations to a satisfactory conclusion.
Outbound Call
A CRM ReleaseYou have only a few seconds to make a good first impression. This program shows telephone CSRs how to make those first few seconds of a call count.
It's Your Call
This training video speaks to the missing element of customer service over the telephone...how to C.A.R.E. for your customer. Inspire your employees to keep this in mind with every phone call.
Are You With Me?
This humorous training video reveals a simple truth: one must take the time to connect with every caller in the same way you connect with people in face-to-face customer service scenarios.
Call of the Mummy
A CRM ReleaseWhen a customer calls and speaks to a CSR, there is a "moment of truth" during which the customer evaluates the company. It may be a subconscious mental rating or, after a few encounters, a deliberate one.
On The Receiving End
Customers who are 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.
Mad About Customer Service
A CRM ReleaseShows CSRs that, when situations go from bad to horrible, how you treat the customer is just as important as solving the problem.
