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About

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

Teach 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.

Armed with the practical skills revealed in Its Your Call, your call center agents are sure to keep a healthy call rate without sacrificing customer care.

They learn five techniques for maintaining control of the call while staying friendly, interested and service oriented.

Lena works as a customer service agent in a busy call center. When she receives her quota sheet for the month, she is horrified to see that the company wants her to keep up her number of calls while increasing the number of sales on a value-added package. From her point of view, she's already going as fast as she can.

To add to her frustration, the very next call is from a delightful old man who is completely inexperienced with using their service. He also believes that everyone must have plenty of time to listen to his stories.

Our story follows Lena as she finds ways to shave precious minutes off her call times, and increase her sales, without compromising service.

Participants will learn to:

  • How to stay focused
  • Maintain high service levels
  • Improve call center results

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
Topics
Customer Service
Sales Training
Uses
Retail Training
Telephone Customer Service
Dealing With Difficult or Angry Customers
Video Running Time (minutes)
15:00
Producer
CRM
Presentation Style
Dramatic Vignettes
Course ID
00503

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