The aim To help call-centre staff resolve customer enquiries effectively and professionally. About the programme Customers who are fatuous, difficult or helpless are every call centre 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 organisation. 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. The benefits Suitable for all levels of call-centre staff Tried and tested telephone techniques Complements skills for handling difficult customers Fun and friendly format Programme includes: DVD(25 mins) Showreel tape Meeting break video Course leader's guide Delegate worksheets on disk Powerpoint slides/OHPs on disk Self-study workbook on disk

The aim To give all staff members the skills to use the telephone effectively in a business context. About the programme The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned. In this engaging, amusing and highly memorable story, an assistant manager of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired. Fortunately someone is on hand to show her the mistakes she makes, and help her overcome her shortcomings. The lessons include understanding that the call starts with a verbal handshake - answer the phone within four rings and introduce yourself properly with a smile in your voice. It shows that preparation is vital - people should have facts and figures to hand and repeat key phrases to show callers they're understood. During the call people should ask open questions to gain information, and use the caller's name frequently to establish trust. When closing the call they must confirm that the message is understood, and make a note of what they are required to do. Finally the video tackles voice mail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own. The benefits Targeted at anyone who uses the phone at work to improve the way their business is represented on the telephone Practical rules for conducting a call from start to finish Highly effective presentation of the skills required, with memorable on-screen triggers Programme includes: DVD(34 mins) Showreel tape Meeting break DVD Course leader's guide Delegate worksheets on disk Powerpoint slides/OHPs on disk Self-study workbook on disk