Call Centers

Get these professional magazines at no cost: Each month, Call Center Magazine keeps its more than 60,000 readers current on the latest products and services that businesses depend on to serve their customers by phone and on-line.

CRM magazine's goal is to foster and promote an understanding of Customer Relationship Management (CRM) and the associated business and technological strategies.

Help your Customer Service Reps to excel! Even your best employees will become better on the phone after watching this video.

If you need a heavy-duty video that covers all aspects of telephone selling and customer service, this is your tape. The scene is a call center. Viewers watch as this very challenging job is broken into ten skill sets:

1. Listening effectively.
2. Extending common courtesy.
3. Avoiding the wrong impression.
4. Using the customer's language.
5. Gathering customer information.
6. Satisfying the angry customer.
7. Managing technology.
8. Writing effective email.
9. Preparing a mental script.
10. Closing the conversation.

Each of these skill sets is explained carefully with examples, and useful hints. For skill set #1, viewers learn that there are fourteen obstacles to effective listening, including:

• Hearing what you want to hear
  
• Thinking of what you're going to say next, and
  
• Making assumptions instead of asking questions.
  

For skill set #6, viewers learn six ways to satisfy angry customers, including:

• Remaining courteous
  
• Avoiding "the swamp", and
  
• Apologizing for the customer's dissatisfaction.
  

Skill set #9 shows telephone reps the power of mental scripting. Viewers learn how to be themselves on the phone even while using preplanned phrases and sentences.

This video is packed with information. Use the whole video as an overview, or create a training session based on just one or two of the skill sets as needed.


Video type: VHS / Length: 26 mins. (adapted from Crisp's "Call Center Success" ) - Purchase DVD or VHS for $149.00

Two Great Videos with Trainer's Guide and Materials to Deliver a Complete Training Experience to 25 Persons

Video 1: Telephone Courtesy - You Are the Company:

This concise, 12-minute program will assure that everyone who picks up the phone in your office or business knows how to demonstrate good telephone courtesy and understands how important the telephone image you project can be to your business.
Learn how to:

• Answer correctly

• Politely ask a caller to hold

• Take accurate messages.

• Assure callers that they are being listened to.

• Transfer and forward calls.

• Leave recorded messages.
  

"Telephone Courtesy: You Are the Company" is a quick, efficient way to ensure that your organization always projects a responsive, professional image.
Available with Spanish subtitles, by request.

Video 2: Telephone Courtesy Pays - The Professional's Guide to Courteous, Efficient Telephone Service

"It was great! No improvements needed. An excellent product!" Gail Gallegos, Retail Technologies International, Carmichael, CA

Learn how to:

• Handle multiple calls.
• Transfer calls..
• Solve communication problems.
• Resolve problems.
• Take clear messages.
• Use voice mail effectively.
  

Excellent telephone skills increase customer satisfaction and assure that you won't miss important business opportunities. Be confident that your company is presenting a professional telephone image.

Video 2: VHS / Length: 23 mins.

Video 1 + Video 2 (Total of  35 min.) + A Trainers Pack with a comprehensive trainer's manual and Materials to train 25 persons with checklists and role-play exercises: All for $197.95

In one way or another, every call impacts your bottomline. A poorly handled call can cause the caller to cancel your service or an order, call the competition, or tell others how they were treated. On the other hand, one professionally handled call could product your largest customer ever.

How-To points to get your employees started:

• Increase revenue through up-selling and cross-selling
• Build marketshare by turning shoppers into customers
• Improve customer satisfaction
• Enhance productivity through improved call efficiency

The T.H.A.N.K.S. process:

• T. Thank the caller
• H. Hear the caller out
• A. Assess the situation
• N. Needs fulfillment
• K. Keep the responsibility
• S. Sell something extra

Video Length: 17 minutes

Training Package Includes: Facilitator Guide Participant Workbook

Purchase VHS only for $695

Rent for $195 For a Free Preview, email your request along with your information to service@humanext.com

This profile is designed to help individuals understand how effective they are at providing excellent customer service. This is accomplished by looking at how the individual assesses their own effectiveness, as well as how they think the organization as a whole is doing in the area of customer service excellence.

The Customer Service Commitment Profile breaks customer service into six competencies:

1. Service Leadership, Vision and Commitment
2. Feedback and the Voice of the Customer
3. Establishing Service Standards
4. Empowering People to Serve the Customer
5. Customer-Serving Processes and Systems
6. Rewards and Recognition for Service Excellence

Interpretive information and action-steps for both high and low scores are included. The Facilitator’s Guide includes steps for administration, interpretation, and coaching suggestions.