Just a Call Away Series

This series is an invaluable resource for call centres, sales organizations or for anyone who uses the telephone.

Video 1 – The Really Angry Customer – 16 minutes
Customers become angry when they have unmet expectations and the situation is not handled well. Learn how to calm the customer and get the information needed to deal effectively with the issues. Includes THE BEST IDEAS EVER FOR HANDLING VERBAL ABUSE!

Training points include:

• How to deal with customers in an attacking mode
• Turn low quality information into high quality information
• Use questions without antagonizing the caller
• Skills for staying calm and in control
• Focussing on what you can do
• Know your limits and how to transfer a call
• How to learn from difficult call experiences

Video 2 – Attitude Is Everything – 14 minutes
The difference between ordinary service and great service is attitude. Show your people this video and they’ll be able to see exactly what you mean.

Training points include:

• Communicate using more than words
• Why first impressions really matter
• How to be (and sound) sincere and interested
• How to listen actively
• Turning prospects into advocates
• Why it feels good when you offer great service

Video 3 – It’s Your Call – 16 minutes
Armed with a positive attitude and these practical skills, your people are guaranteed to have a healthy call rate without sacrificing your customer service care.

Training points include:

• Giving the caller your full attention
• How to avoid distractions
• Keeping control of the call
• Using back on track questions
• Listening for clues
• Cross sell and upsell
• How to overcome objections
• Knowing your product and service
• Offering choices

Video 4 – The Outbound Call – 16 minutes
Getting the most from each call and leaving a great impression of your organization – what kind of impact do your people make in the first few seconds of their calls? Are they clear about their objectives? This video will help you focus on the importance of knowing what you want to get from each conversation.

Training points include:

• Being clear about your objectives
• Making the most of the first 15 seconds
• How to make a friend of “the gatekeeper”
• How to overcome fear of rejection
• Dealing with call reluctance
• How to personalize your messages
• Ending on an upbeat note

Video 5 – Customers With a Difference – 16 minutes
Our story follows Taylor’s experiences as she grapples with the challenge of being both a service giver and a customer when you’re dealing with people who are different to you. She complains bitterly about the treatment she receives at the hands of a foreign visa department. However her reactions are not dissimilar when faced with a parallel situation in her own work environment. Nevertheless, after learning some good common sense skills, she takes up the challenge to stretch her comfort zone and appreciate the value of her own diverse customer.

Training points include:

• All customers are worthy of your time
• Don’t speak loudly or be condescending
• Speak clearly, using short sentences
• Be prepared to repeat yourself without sounding annoyed
• Show sensitivity and understanding
• Do not allow the customer to lose face
• Give instructions in a logical order
• Clearly signal when moving from one subject to the next
• Simplify your language
• Avoid tag questions, complex negative
• Avoid jargon, jokes and plays on words
• Stretch your comfort zone