Are You with Me?
#STR-AYWM
22 minutes

Sale: $625.00
Rental: $200.00

Good telephone manners come from doing everything you can to make a personal connection with whomever is on the other end of the line.

The fact is, if you just take the time on the phone to make the kind of connection you naturally try to make when you’re face to face with others, all the basic do’s and don’ts of common telephone courtesy will naturally follow.

Call to Order: Converting Telephone Inquiries in to Sales
#ALG-CalltoOrder
22 minutes

Sale: $625.00
Rental: $200.00

If your organization instructs customers to "call our toll free hotline," "call direct" or simply "call us," then your inbound staff must know how to take full advantage of incoming calls. Using proper telephone behavior, upselling and there by increasing profits are the themes of Call To Order: Converting Telephone Inquiries Into Sales.

This video humorously illustrates effective inbound telephone selling, whatever your product. And, since everyone can come into contact with a customer on the phone, the program’s message is universal.

Top

Just A Call Away
(5 part series)
#NMNJACA-S

Sale: $1,875.00 / $485.00 each
Rental: $500.00 / $195.00 each

This series includes 5 programs, 3 on the subject of inbound calls, 1 outbound and 1 on dealing with diverse customers. These programs were produced and directed by the same people who made these the LEADING telephone skills videos in the U.K. and throughout the world.

The Really Angry Customer
#NMNJACA1

What to do when your caller is more than just annoyed. It happens in the best of companies and it's your people who take the brunt of the anger. This video trains your people in the skills they need to calm the customer and find out the information they need to deal with problems.

Attitude Is Everything
#NMNJACA2

This video shows you how to make the difference between service and really great service over the telephone. Your people's mental approach to each caller has a huge impact on first impressions. Show your people this video and they will see exactly what you mean.

It's Your Call
#MNJACA3

Achieve your call quotas without sacrificing service. This video is packed with useful practical tips for call center staff with a common problem: how to achieve ever increasing call rates and sales targets without jeopardizing good customer care on the telephone.

The Outbound Call
#NMNJACA4

Get the most from each call and leave 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.

Customers With A Difference
#NMNJACA5

This segment is packed with practical techniques for understanding your customers with a difference.

The story relates Taylor's experiences as she grapples with the challenge of being both a service giver and a customer when dealing with people who are different than 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 similar situation in her own work environment. Follow the story as she learns some good common sense skills, takes up the challenge to stretch her comfort zone and appreciates the value of her own diverse customer.

Top

On The Phone
(6 part series)
#MM-OTPSeries

Sale: $2,400.00 / $595.00 each
Rental: $740.00 / $145.00 each

Fabulous Fundamentals
#MM-OTP-Fabu
14 minutes

Learn the fundamental use of the phone as a career tool: greeting, etiquette, meaningful messages, transferring calls and using hold.

Mastering Technology On The Phone
#MM-OTP-Master
14 minutes

Develop the confidence to take advantage of new technologies: call screening, intercoms, multiple phone lines, conference calls, voice mail, speaker phones, pagers and beepers.

Making A Great Impression On The Phone
#MM-OTP-Impress
12 minutes

Master the five qualities of a good telephone voice, avoid five common poor listening habits, and develop a five step planning process for communication effectiveness.

Successful Sales - On The Phone
#MM-OTP-Success
13 minutes

Discover the basic skills employees can utilize to promote your product and services: benefits, scripts, prospecting, overcoming call reluctance and self-motivation techniques.

Personal Productivity: Handling Stress On The Phone
#MM-OTP-Pers
12 minutes

Handle the tensions that arise: how to manage physical and mental stress, pre-plan for effective calls, and personal call protocols.

When It's The Worst: Irate Callers On The Phone
#MM-OTP-When
9 minutes

Implement strategies that can transform a customer's anger into a measure of your customer service. Learn to listen, probe and respond to their concerns, fend off foul language and handle harassment.

Includes comprehensive facilitator manuals and participant workbooks written by Kristin Anderson based on her best-selling book, Great Customer Service On The Phone.

Top

On Incoming Calls
(CD-ROM)
#TD-IncomingCD

Sale: $595.00

Based on the content of the video by the same title, this CD-ROM course covers the basic essentials of properly handling a business telephone.

Topics include avoiding the bureaucratic bounce, soothing victims of unanswered phones, getting a message on every call, and eliminating cliffhangers. A must-have tool for frontline support staff.

Top

One Ringy Dingy: You Are the Company
#MM-OneRingy

Sale: $860.00
Rental: $225.00

Ernestine learns five secrets of perfect telephone technique and vocal quality when she's "caught in the act."

One of a 4 part series. See Lily Tomlin Series in Customer Service

Top

Point of Impact
#RBV-Point
15 minutes

Sale: $625.00
Rental: $195.00

Point of Impact!, This is a straight-to-the-point, front-line customer service training video. It focuses on the true point of impact for an organization: that point where the customer actually comes into contact with the organization. This can be a cash register, a telephone, a reception desk, or even a web page - anywhere the customer makes a decision about the organization!

The key to serving those customers, as demonstrated in Point of Impact, begins with having an A-C-E up your sleeve. A-C-E stands for the three basics of customer service: Attitude, Communication, and Effort. Each of these basics are demonstrated thoroughly in this humorous and fast-paced video. It has a variety of locations including a restaurant, a bank, a clothing store, a hospital, and a retail sports store.

Top

Telephone Behavior
#ALG-TelBehavior
29 minutes

Sale: $870.00
Rental: $250.00

This video, presented by John Cleese, explains how people’s behavior can either wreck a telephone conversation or make it into a highly effective piece of communication.

Behaving properly on the telephone is not just an attitude - it’s a skill. And, like all skills, it has to be understood and learned. There are three stages: the “verbal handshake,” “getting the message” and “offering help.” All calls should begin with the verbal handshake. When people meet face to face, it is accepted that they must first introduce themselves - so why do so many people forget to establish this essential foundation of communication on the telephone?

Getting the message entails asking questions to determine what callers want, listening, affirming and making the right responses to show that you are listening. Face to face you can be seen to nod; on the telephone you must be heard to nod. Throughout the conversation, it is vital to provide help and encouragement by offering as much useful information as possible in a positive and friendly manner.

By learning how to master the techniques of professional telephone behavior, all employees at all levels will be able to harness the potential of one of the world’s most powerful and dangerous communication tools.

Top

Telephone Courtesy Pays Off II
#LC-COUR2
19 minutes

Sale: $695.00
Rental: $165.00

Maximize telephone skills and show customers you care!

With telephone technology expanding, customers are more sensitive than ever about the way they are treated on the phone. They’re tired of being put on hold, getting transferred to phone mail or to the wrong person, and they want their needs addressed by competent, caring service personnel.

This update of American Media’s popular classic, Telephone Courtesy Pays Off, reviews proven techniques for efficient and courteous telephone customer service. It also covers contemporary phone challenges presented by voicemail and by customers who don’t always speak the same language.

Synopsis
The story begins when Barb receives a disturbing call from one of her best customers. The customer is threatening to end his business with her company because of poor telephone service. Barb immediately calls a meeting with her staff. They work together as a team to uncover the secret of providing excellent telephone service-covering a wide array of topics including basic phone skills, voicemail, language differences, complaint calls and how to say “no” to customers. After discussing and reviewing the phone techniques, all team members decide telephone courtesy really does pay off!

Top

Telephone Courtesy: The Royal Connection
(VTK)
#CS-CUS002
21 minutes

Sale: $650.00
Rental: $165.00

Customer loyalties can be crushed or created over the phone lines. This Trainer’s Toolkit® demonstrates courteous and effective telephone techniques to ensure that your customers keep calling back!

Telephone Courtesy: The Royal Connection handbook
Ensure that your customers keep calling back with this informative handbook. It will teach your employees courteous and effective telephone techniques to follow to help build customer loyalty.

Telephone Courtesy: The Royal Connection poster
Ensure your telephone operators make the royal connection with your customers! This 18" x 24" full-color poster demonstrates the benefits of treating your customers like royalty.

Included Training Items:
The toolkit contains the video program, Telephone Courtesy: The Royal Connection, 50 employee handbooks, an expanded leader’s guide, and a laminated poster.

Top