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About

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

In an outbound call, you have only a few seconds to make a good first impression. Through realistic scenarios, this program shows CSRs the secrets to making those first few seconds count and how to follow up for greater results.

What kind of impact do your people make in the first few seconds of their outbound calls? Are they clear about their objectives?

This video training focuses on the importance of being clear and knowing the desired outcome of each telephone conversation.

Isaac Jones works in a busy insurance company call center. His job is to make appointments for sales representatives to visit potential customers. Throughout the course of his day, Issac experiences a variety of undersirable responses to his efforts. In one case, he reacts emotionally causing a bad situation to get worse.

After learning a few simple techniques, Isaac maintains a professional attitude and learns to handle his calls effectively. By talking to a colleague and remembering his successes, he is soon back on track .

Participants will learn to:

  • Be clear about call objectives
  • Make the most of the first 15 seconds
  • Make a friend of "the gatekeeper"
  • Overcome the fear of rejection
  • Personalize their messages
  • End on an upbeat note

Package Includes

  • DVD(16 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
Uses
Telephone Customer Service
Video Running Time (minutes)
16:00
Producer
CRM
Presentation Style
Dramatic Vignettes
Course ID
00505

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