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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 |
Style: Humorous drama
Information: featuring John Cleese and Rebecca Front. Release date:
1997
Programme includes:
|
DVD(34 mins) |
|
Course leader's guide |
|
Delegate worksheets on disk |
|
Powerpoint slides/OHPs on disk |
|
Self-study workbook on disk |
DVD
Price:
£1299.00 + carriage + VAT
Rental:
£299.00 (5 days) + carriage + VAT
To book your Preview
click here
 To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of Page
On the receiving end
Making call centres more effective
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 |
Style: Humorous drama
Information: featuring Dawn French, Beverley Hills, Denis Lill and
Andy Taylor. Release date: 1998
Programme includes:
|
DVD(25 mins) |
|
Course leader's guide |
|
Delegate worksheets on disk |
|
Powerpoint slides/OHPs on disk
|
|
Self-study workbook on disk |
DVD
Price:
£1299.00 + carriage + VAT
Rental:
£299.00 (5 days) + carriage + VAT
To book your Preview
click here
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of Page
Just a Call Away The Series
consists of six short video programmes:
The Really Angry Customer – how to
handle calls from customers who are not just annoyed, but downright angry
Like many passengers hurrying to catch a plane, Jackson Smith arrives at the
airport a little flustered. But unlike many passengers he's trying to board a
plane to get to the birth of his first child. As he attempts to collect and pay
for the ticket he discovers all of his bank accounts have been frozen. With very
little time and patience up his sleeve, he calls the bank to sort out the
problem - and this is where he encounters McKenzie. With the stakes so high,
Jackson has passed being just annoyed and is now down right angry! He
immediately attacks McKenzie and we watch his anger levels rise and fall as she
attempts to deal with the situation. Eventually the problem is solved and all of
his accounts reactivated. Jackson collects his ticket and races off to board the
plan.
| Handle the caller in a rational way |
| Don't get defensive or make excuses |
| Assume the problem can be solved |
| Show empathy |
| Tell the customer what you can do |
| not what you can't |
| The importance of debriefing difficult calls |
Programme includes:
|
DVD(15 mins) |
|
Course leader's guide |
DVD
Price:
£299.00 + carriage + VAT
Attitude is Everything – making
the difference between service and really great service over the phone.
Picking up on Jackson's plight to get to the birth of his first child, we
discover he has missed the plane and the airline doesn't have another flight
until the following morning. A dejected Jackson calls another airline to see if
they can help out. This is where he meets Billy. Billy seems like a nice guy but
with only 6 minutes to go until the end of his shift, the last thing he wants is
to have to deal with a customer who wants heaven and earth moved. Through Billy
we discover how our attitudes can profoundly effect the lives of other people.
After a few false starts Billy eventually gets it right and Jackson makes it to
the hospital on time. But as for if it's a boy or a girl - you'll just have to
watch and find out.
| You can hear body language over the phone |
| The importance of voice tone and inflections |
| How to listen actively |
| Understand the customer's emotions |
| Go the extra mile |
| Treat customers as you would like to be treated yourself |
Programme includes:
|
DVD(13 mins) |
|
leader's guide |
DVD
Price:
£299.00 + carriage + VAT
It’s Your Call – showing how
excellent telephone customer service and increased sales go hand in hand.
Lena is a telephone customer service agent in a busy entertainment
booking company. She is under ever increasing pressure to increase call rates,
maintain customer service standards and sell customers up with add on packages.
To add to her frustration she encounters a delightful old man called George who
is completely inexperienced with using their service and isn't really sure what
he wants - other than a good old chat. Our story follows Lena as she learns
valuable techniques for maintaining ownership of the call whilst staying
friendly, interested and providing excellent customer service.
| Give your full attention to the caller |
| Make sure your workspace is functional |
| Help your caller communicate their needs |
| Guide them to make a decision |
| How to use back on track questions |
| The importance of product knowledge |
Programme includes:
|
DVD(14 mins) |
|
leader's guide |
DVD
Price:
£299.00 + carriage + VAT
The Outbound Call – knowing what
you want to get from each call and overcoming the most common problems
associated with outbound calling.
Isaac Jones works in an insurance company call centre. His job is to make
appointments for sales reps to visit potential customers. His first call of the
day is a disaster. He is strung along by a 9 year old Danielle, who has him
believing that the loss of her guinea pig was really the theft of a million
dollar race horse. Once Isaac grasps some simple techniques for approaching the
outbound calls, he and Danielle become firm friends and she provides him with
valuable information about the family tug boat business, which helps him to
reach his objectives.
"The importance of setting objectives, What to say in the first 15 seconds,
Getting past the gatekeeper, Don't take rejection personally, How to handle call
reluctance, Sign off with service
Programme includes:
|
DVD(15 mins) |
|
leader's guide |
DVD
Price:
£299.00 + carriage + VAT
Understanding Customer Diversity
– gives practical strategies to help your people stretch their comfort zone to
ensure they always deliver sensational customer service.
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.
| 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. |
Programme includes:
|
DVD(16 mins) |
|
leader's guide |
DVD
Price:
£299.00 + carriage + VAT
When you can’t say ‘Yes’ – shows
your people how to say ‘no’ to a customer and still maintain a positive
relationship.
When dealing with a customer, no one likes having to say "no" or "I can't" or
"it's not available", but often there is simply no choice. This film explores
the major reasons why you can't say "yes" and will help your people discern the
difference between "a hard no" and "a service no". Learn how to: show empathy,
actively listen, get the facts, clearly state reasons with honest, logical
explanations, not give up easily, think laterally, and make everyone a winner.
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.
Programme includes:
|
DVD(20 mins) |
|
leader's guide |
Individual Titles on DVD
Price:
£299.00 + carriage + VAT
Choose any 4 Titles on DVD
Price:
£985.00 + carriage + VAT
Set of 6 Titles on DVD
Price:
£1495.00 + carriage + VAT
To book your Preview
click here
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of Page
Body Language Over The Phone
This simple to follow guide, highlights the common mistakes we often make
during telephone communication and offers basic tips and techniques for improved
service.
Programme includes:
| DVD(12 mins) |
| Leader's Guide |
DVD
Price:
£199.00 + carriage + VAT
To book your Preview
click here
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of Page
5 Sessions - 8-10 Hours of
Interactive Training
the Telephone Communication Training Series from LearnKey, Customer
Service Representatives will learn the six factors of professionalism,
as well as a step by step collection process. Learn the importance of
effective telephone techniques and how to become an active listener.
Benefits
• Improve your organization’s telephone customer service reputation with
a highly skilled staff. .
• Improve your collection rate, and increase your bottom line.
• Learn to extract important details from every message and
interaction.. |
|
Call Centre Success
Section A: The CSR: A Powerful Choice
· Self-Assessment
· You are the Organization
· The CSR's Job
· The Quality Call
Section B: Gaining the Professional Edge
· Manage Conversations
· Maintain Knowledge
· Be a Team Player
· Remain Customer-Focused
· Advocacy or Error?
· Personal Responsibility
· Make a Commitment
· Assessment
Section C: The All-Important Customer
· Understanding the Customer
· Analytical or Assertive?
· What Do Customers Need?
· Assessment
Section D: Building Your Skills
· Listening Effectively
· Common Courtesy
· Wrong Impressions
· Using Common Language
· Gathering Customer Information
· Open or Closed?
· Angry Customers
· You Take the Call
· Managing the Technology
· Writing Effective Email
· Email Aptitude
· Preparing a Mental Script
· Closing the Conversation
· Assessment
Section E: Attitude: An Important Asset
· The Impact of Your Attitude
· Plan for Self-Improvement
· Conclusion |
The Business of Listening
Section A: The Business of Listening
· Introduction
· Lazy Listening
· Key Elements of Listening
Section B: Key Elements of Listening
· Hear and Interpret
· Feedback
· Analyze
Section C: Listening Styles and Attitudes
· Listening Style
· Bad Habits
Section D: Tips for Tip Top Listening
· Learning to Listen
· Ten Tips
· Conclusion |
Telephone Courtesy & Customer Service
Section A: Telephone Courtesy
· Introduction
· Course Overview
· Show You Care
Section B: The Basics
· Do’s and Don’ts
· Answering Courtesy
· Your Voice
Section C: Give and Take
· Telephone Interaction
· Managing Objections
· Negotiating
· Action Plans
Section D: Managing the Call
· Caller Behaviors
· Voice Mail
· Do’s and Don’ts
· Conclusion |
Telephone Collections Session 1
Section A: Introduction
· Welcome
· Objectives
· Importance
Section B: Collections
· Understanding
· Receivable
· Cash Cycle
· Potential
· Write-Offs
· DSO
· Phases
Section C: Communication Techniques
· Overview
· Telephone Image
· Telephone Basics
· Telepone Courtesy
Section D: Working with Customers
· Handling Complaints
· Irate Customers
· Placing on Hold
· Speaking Techniques
· Speech Control
· Listening Techniques
· Listening Controls
· Listening Exercises |
Telephone Collections Session 2
Section A: Behaviour Styles
· N2 Model
· Personal Style
· Defeat Style
· Collaborative Style
· Accommodative Style
· Withdraw Style
· Compromise Style
· Enhancing Behavior Style
Section B: Effective Collections
· Advantages
· Prepare
· Customer Information
· Open Strongly
· Telephone Messages
· Work Through Objections
· End with Commitment
· React Quickly
Section C: Danger Signals
· Warning Signs
· Importance of YOU |
|
PRICE:
Library Licence CD-ROM
£1085.00 ex.
VAT and delivery
1 Session - 2 Hours of Interactive
Training
Don't let poor phone skills hurt your organization’s reputation. This
LearnKey training course, based on the book Telephone Courtesy &
Customer Service by Lloyd Finch, is guaranteed to earn your organization
outstanding marks in customer service. Learn the importance of effective
telephone techniques and how to correctly identify customer wants and
needs with positive, motivating instruction. This training course
includes practical case studies, skills inventories and personal action
plans; plus, exercises for managing difficult customers! This training
course is ideal for receptionists, customer service representatives and
collectors.
Benefits
• Get in touch with customers wants and needs with attentive customer
services skills.
• Ensure that your telesales department understands the power of
positive telephone techniques.
• Improve your business reputation with a highly skilled staff. . |
|
Session 1
Section A: Telephone Courtesy
· Introduction
· Course Overview
· Show You Care
Section B: The Basics
· Do’s and Don’ts
· Answering Courtesy
· Your Voice
Section C: Give and Take
· Telephone Interaction
· Managing Objections
· Negotiating
· Action Plans
Section D: Managing the Call
· Caller Behaviors
· Voice Mail
· Do’s and Don’ts
· Conclusion |
|
PRICE:
Library Licence CD-ROM
£280.00 ex.
VAT and delivery
Telephone behaviour
The rules of effective communication |
|
1.5 Hours of Interactive Training
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 programme 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 |
| A pre-test to establish the user's current knowledge
level |
| A full 90-minute course, that can be taken in
bite-sized chunks |
| A variety of question types to retain interest
|
| Entertaining video clips to reinforce the learning
|
| Support tools to help the user create a best-practice
action plan for the future |
| Full tracking and reporting capabilities |
PRICE:
Library Licence CD-ROM
£999.00 ex.
VAT and delivery
|
