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Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps possible to ensure that your people handle every call with excellent customer service skills and a caring attitude.

Service representatives who deal with customers over the phone face unique challenges. This provocative series addresses some of the most common challenges and helps you improve service levels overall.

Each of these five video programs contain proven strategies and techniques, while telling a story that reveals the best steps possible to ensure that your CSRs handle every call professionally. Use them as a course series or individually.

Program 1 The Really Angry Customer

The Really Angry Customer reveals how to calm the customer and get the information needed to deal effectively with the issues. It is loaded with practical ideas to solve problems and satisfy customers. (15 minutes) Click title above for a full description.

Program 2 Attitude is Everything

Attitude is Everything equips your front-line with the right body language, intonations and mental approach to handle each call. Skills can make the difference between good service and really great service. (15 minutes) Click title above for a full description.

Program 3 It's Your Call

It's Your Call teaches your call center people the essentials in achieving ever-increasing sales targets without jeopardizing good customer care. A perfect training tool for effective cross selling. (15 minutes) Click title above for a full description.

Program 4 The Outbound Call

The Outbound Call prepares your people to make the most of each call by using skillful questioning to find out what they need to know to win the confidence of the caller and make a sale. (16 minutes) Click title above for full a description.

Program 5 Customers with a Difference

Customers with a Difference solves one of the biggest problems that organizations have: Talking with people who use English as a second language. What do you do, and how do you do it? Watch and learn. (16 minutes) Click title above for full a description.

Please click individual titles for a complete description of each program. Titles may also be purchased seperately. See each title page for an individual purchase.

Series Includes

  • DVD
  • Leader's Guide for each program


    Produced by CRM Learning

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Yes, we do still include a popcorn package with each DVD purchase. It’s our way of saying "thank you" for being our customer!

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