On The Receiving End (Call Center Training)

Customers who are fatuous, difficult or helpless are every call center 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 uses British humour to show how customers can be kept satisfied and loyal to an organization. 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.

Style

Humorous Presentation

Uses

Customer Service
Telephone Customer Service

Enterprise Media offers the following discounted pricing on this program (discounts applied at checkout):

Federal Government (20% off)
State and Local Government (10% off)
Federal Government (GSA) (20% off)
Non Profit (10% off)
University and Graduate School (20% off)
K-12 (20% off)

		On The Receiving End - Full Preview (External Site)