MMHRD Online


American Tongues
Southerners talk too slowly. New Yorkers are rude. New Englanders don't say much at all. Anybody who lives in the U.S. knows the clichés about how people in the various parts of the country.....
DVD - INR 12,950

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 7,750

Attitude Is Everything
Making the difference between service and really great service over the telephone
DVD - INR 18,750

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 7,750

Call Center Success
Customer Service Reps must be ready to communicate the voice and spirit of your organization as well as develop the initial influence and relationship with all your customers. This new program.....
DVD - INR 9,950

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 7,750

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 7,750

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 7,750

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 7,750

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 7,750

Hotlines Series
A full course of skills to help Call Centre operators provide outstanding service
DVD - INR 49,750

It's Your Call
Achieving call quotas without sacrificing service.
DVD - INR 18,750

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 21,750

Just A Call Away Series
Advanced Telephone Skills particularly relevant for Call Centres
DVD - INR 67,750

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 7,750

Managing Call Center Staff
This video describes the latest research on staff turnover and the special characteristics of call center staff.
DVD - INR 7,750

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 7,750

On The Receiving End - CDROM
To help call-centre staff resolve customer enquiries effectively and professionally.
Interactive CD-ROM - INR 15,250

Outbound Call, The
Getting the most from each call
DVD - INR 18,750

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 59,750

Really Angry Customer
What to do when your caller is more than just annoyed
DVD - INR 18,750

Satisfying Customers
Call centre professionals have to be knowledgeable about their products and services so that they can offer advice and alternatives. To ensure customers are satisfied, staff need to: * Be well.....
DVD - INR 7,750

Solving Problems
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions, and: * Listen to the problem * Express concern or.....
DVD - INR 7,750

Staying Positive
Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team, and in particular to: * Stay calm * Keep motivated * Maintain professionalism *.....
DVD - INR 7,750

Ten-Minute Sales Skills
This resource can be used for training die-hard sales people to customer service staff - anyone who is involved in the sales.....
Toolkit - INR 9,950

Understanding Customer Diversity
Stretch your comfort zone to deliver sensational customer service every time
DVD - INR 18,750

When You Can't Say Yes
Great customer service is more than just saying 'Yes'
DVD - INR 18,750