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Appreciating Human Differences
People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way and.....
DVD - INR 9,950

Are You With Me?
A superb program on all aspects of telephone use – inbound, outbound, customer service, sales, and general office use. With a wide variety of scenes, this video illustrates its unique, valuable.....
DVD - INR 20,950

Attitude Is Everything
Making the difference between service and really great service over the telephone
DVD - INR 14,950

Building Relationships
Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers and learn to build rapport and be willing to help......
DVD - INR 9,950

Call Effectiveness and Angry Customers
The good news about receiving a call from any angry customer, is that we have an opportunity to rectify the situation. The angry customers you don’t hear from are probably gone for good. In.....
DVD - INR 17,750

Clear As A Bell
Your customers need to hear the smile in your voice. When you communicate on the phone, you're speaking for your organization. * Organize your call * Take clear notes * Speak clearly * Listen *.....
DVD - INR 8,950

Communicating Clearly
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty in understanding. They must demonstrate these skills: * Listen carefully to identify needs * Question.....
DVD - INR 9,950

Complete Telesales Training Kit, The
If you manage a TELESALES TEAM you have a TRAINING requirement which won't ever go away Whether your team is big or small, people will be coming and going all the time. That's the way it is in.....
DVD - INR 54,500

Controlling Call Time
Staff in call centres need to be able to control call time and manage talkative callers politely. They have to learn to: * Be patient * Respond and move on * Ask questions or offer help * Summarise *.....
DVD - INR 9,950

Conveying a Professional Image
People in call centres are the window into their organisation. They need to present a professional image over the phone. This program covers the importance of speaking well, welcoming customers, and.....
DVD - INR 9,950

Dealing With Abusive & Threatening Calls
Discover the 6 skills for managing angry, abusive and threatening callers and how to end a call professionally.   Training Points:   1. Listen Why are they angry? Let them.....
DVD - INR 5,950

Debt Collection By Telephone
You can't beat the personal touch, and this programme shows how to use it to conquer the modern business bogy of bad cash flow. Where letters and threats just antagonise, the planned and controlled.....
DVD - INR 9,950

Effective Call Management
How to handle volumes of calls and still give all of them quality service? Effective Call Management illustrates basic and advanced techniques for managing and controlling all types of telephone.....
DVD - INR 9,750

Effective Telephone Communication
Covers the common-sense points of using the telephone as a business tool. Plus ways to improve your telephone voice and listener's first.....
DVD - INR 5,925

Focusing on Results
It is not enough for call centre staff to have the right manner. They must also focus on results. We all need to know how we are doing and how to improve our performance. We need to learn to: *.....
DVD - INR 9,950

Handling Upset Customers
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. You have to work out what the customer needs and make sure you:* Listen sympathetically*.....
DVD - INR 9,950

Hotlines Series
A full course of skills to help Call Centre operators provide outstanding service

Invisible Meeting, The
As travel costs rise and budgets shrink, conference calls are rapidly replacing face-to-face meetings. Unfortunately, many people have not yet learned the skills needed to make this type of meeting.....
DVD - INR 26,950

It's Your Call
Achieving call quotas without sacrificing service.
DVD - INR 14,950

It's Your Call
It’s Your Call emphasizes personal accountability as it teaches your employees to actively improve their telephone customer service.....
DVD - INR 20,950

Just A Call Away Series
Advanced Telephone Skills particularly relevant for Call Centres
DVD - INR 64,750

Making Every Call Count
This video shows a series of real workplace scenarios, with internal and external calls between colleagues, clients and suppliers, and brings out key points in a meaningful, effective way, so that.....
DVD - INR 19,950

Managing Anger & Abuse
When customers are angry it is important to deal with them effectively and professionally. You need to:* Listen positively* Reduce anger by apologising* Don't take it personally* Stay calm* Be.....
DVD - INR 9,950

Meet the Dial Tones
Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a chord with everyone. They soon discover from their team coaches that they have a lot.....
DVD - INR 9,950

On The Receiving End
To help call-centre staff resolve customer enquiries effectively and professionally.
DVD - INR 31,500

On The Receiving End - CDROM
To help call-centre staff resolve customer enquiries effectively and professionally.
Interactive CD-ROM - INR 13,250

Outbound Call, The
Getting the most from each call
DVD - INR 14,950

Positive Telephone Skills
Demonstrate simple, effective techniques for handling in-coming calls positively, politely and profitably.
DVD - INR 14,950

Process of Professional Collections, The
"The Process of Professional Collections" is an interactive video collector training course. The course materials include seven videos, a "Participant's Manual," and a "Leader's.....
DVD - INR 60,750

Really Angry Customer
What to do when your caller is more than just annoyed
DVD - INR 14,950

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