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DVD

$1,875.00

This item contains several different items. Purchasing this item includes all of the component items listed below.

About

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
Topics
Customer Service
Uses
Telephone Customer Service
Video Running Time (minutes)
76:00
Captioning
Closed Caption
Producer
CRM FranklinCovey
Presentation Style
Dramatic Vignettes
Course ID
00507

Component Items

This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.

The Really Angry Customer
Part of the Just A Call Away Series on telephone skills. What do you do when a customer reaches the end of their rope and takes their frustrations out on you? Learn how to defuse anger and bring the situation to a satisfactory conclusion.
Part of the Just A Call Away Series on telephone skills. What do you do when a customer reaches the end of their rope and takes their frustrations out on you? Using a very real scenario, this program shows call-center personnel how to defuse the customer’s anger and bring the situation to a satisfac... read more
Attitude Is Everything
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!
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 ex... read more
It's Your Call
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.
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, you... read more
Outbound Call
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. Learn the secrets to making those first few seconds count and how to follow up for greater results.
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 i... read more
Customers With A Difference
Part of the Just A Call Away Series on telephone skills. How do you handle a customer with a different cultural background or for whom English is a second language? What do you do, and how do you do it? Watch and learn.
Part of the Just A Call Away Series on telephone skills. How do you handle a customer with a different cultural background or for whom English is a second language? What do you do, and how do you do it? Watch and learn. This program deals with one of the biggest problems that organizations have: Tal... read more

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The Really Angry Customer
Part of the Just A Call Away Series on telephone skills. What do you do when a customer reaches the end of their rope and takes their frustrations out on you? Learn how to defuse anger and bring the situation to a satisfactory conclusion.
Part of the Just A Call Away Series on telephone skills. What do you do when a customer reaches the end of their rope and takes their frustrations out on you? Using a very real scenario, this program shows call-center personnel how to defuse the customer’s anger and bring the situation to a satisfac... read more
Attitude Is Everything
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!
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 ex... read more
It's Your Call
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.
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, you... read more
Outbound Call
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. Learn the secrets to making those first few seconds count and how to follow up for greater results.
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 i... read more
Customers With A Difference
Part of the Just A Call Away Series on telephone skills. How do you handle a customer with a different cultural background or for whom English is a second language? What do you do, and how do you do it? Watch and learn.
Part of the Just A Call Away Series on telephone skills. How do you handle a customer with a different cultural background or for whom English is a second language? What do you do, and how do you do it? Watch and learn. This program deals with one of the biggest problems that organizations have: Tal... 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 of the Mummy
The Call of the Mummy uses entertaining, engaging vignettes featuring Customer Service Representatives in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone.
With entertaining vignettes featuring customer service representatives in government, health care and business, Call of the Mummy shows your CSRs eight key skills for providing quality service to everyone who calls in. Telephone customer service representatives (CSRs) give an organization heart, sou... read more