617-354-0017

Enterprise Media is your one stop solution for your training needs: including streamed learning, DVDs, USBs, and more.

Short preview

All pricing

About

Part of the Just A Call Away Series on telephone skills.

Even over the telephone, the person at the other end of the line can see your attitude - and attitude counts for everything!

Using a realistic scenario of a customer backed into a corner, this video reveals to your CSRs some simple steps to exhibiting great attitude over the phone.

The difference between ordinary service and great service is attitude. Jackson Smith has missed his plane and there’s an emergency at home. The next flight is hours away. Jackson calls another airline to see if they can help out.

This is where he meets Billy. Billy is a nice guy, but with only six minutes to go until the end of his shift, the last thing he wants is to deal with a problem.

Through Billy we discover how our attitudes can profoundly affect the lives of other people. After a few false starts, Billy eventually gets it right, and Jackson makes it home on time.

 

Participants will learn to:

  • Communicate using more than words
  • Appreciate the importance of first impressions
  • Be, and sound, sincere and interested
  • Turn prospects into advocates
  • Feel good about offering great service

 

Package Includes

  • DVD (15 Minutes)
  • Leader’s Guide

Produced by CRM Learning

This is available as part of

Just A Call Away Series
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 for handling telephone service encounters with skill and a caring attitude.
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 d... read more

You might also like

Just A Call Away Series
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 for handling telephone service encounters with skill and a caring attitude.
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 d... read more
It's Your Call - Customer CARE on the Phone
Remarkable Customer C.A.R.E. On The Phone Great customer service professionals make a choice. They choose to do all they can to make their customer’s experience as positive as it can be.
Remarkable Customer C.A.R.E. On The Phone Great customer service professionals make a choice. Everyday, with every customer, on every call, they choose to do all they can to make their customers experience as positive as it can be.In other words, they know how to care. From being an active listener ... read more
Are You With Me?
Through a series of humorous vignettes, you will learn the basics of telephone courtesy. From making calls, leaving messages, and putting people on hold, Are You With Me? connects all the rules of telephone courtesy to a single, easy-to-remember concept.
Are You With Me? teaches employees the basic rule of telephone courtesy. Developing good telephone manners comes from making a personal connection with whomever is on the other line. Once you make the personal connection, all the basic do's and dont's of telephone courtesy will soon follow.From maki... read more
Call to Order
Converting Telephone Inquiries Into Sales Using proper telephone behavior, upselling and there by increasing profits are the themes of Call To Order.
Converting Telephone Inquiries Into Sales If your organization instructs customers to "call our toll free hotline," "call direct" or simply "call us," then your inbound staff must know how to take full advantage of incoming calls. Using proper telephone behavior, upselling and there by increasing pr... read more