Designed specifically for call centers, each program in this comprehensive five-part Just a Call Away Series addresses a different customer service issue. From dealing with an irate customer, to learning how to handle an overly talkative customer and those with a different first language, this series presents valuable information in a humorous and creative way.
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 demonstrates how to calm angry customers and get the information needed to deal effectively with the issues. Loaded with practical ideas, this program will help you and your employees solve problems and guarantee your customer's satisfaction. (15 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 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. (16 minutes)
Some customers just like to talk, often about issues unrelated to the purpose of their call. But with ever increasing sales targets and call quotas, it's important to keep employees and thier callers focused on the objective of the call. It's Your Call shows CSRs how to do just that, as well as teaching the essentials of achieving sales goals without jeopardizing good customer care. It's also a great training tool for effective cross-selling techniques. (15 minutes)
The Customers With A Difference video addresses one of the biggest obstacles organizations have: talking with people who use English as a second language. What do you do, and how do you get through the barrier to communicating over the phone? 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. (16 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. Attitude is Everything 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! (15 minutes)