Telephone Customer Service:
Basic and Advanced CSR Skills  

This information-packed video covers all aspects of telephone selling and customer service.

Set in a real-world call center, this program teaches the skills necessary for smooth, professional customer service over the phone. It shows the right way to make a good impression on customers, and how to handle all calls successfully.

Viewers learn ten valuable skills:

1. Listening effectively.
2. Extending common courtesy.
3. Avoiding the wrong impression.
4. Using the customer's language.
5. Gathering customer information.
6. Satisfying the angry customer.
7. Managing technology.
8. Writing effective email.
9. Preparing a mental script.
10. Closing the conversation.

Each skill is explained in detail, which makes it ideal for training—you can use the whole video all at once as an overview, or create training sessions based on just one or two of the skill sets at a time.

Being a customer service representative (CSR) can be a tough job. By developing your phone reps' competencies, this program will help them become more effective with your customers while at the same time increasing their own job satisfaction and reducing burnout.

Guarantee: Every employee watching this video will learn tips that will strengthen his or her ability to provide a high level of telephone customer service.

(Adapted from Crisp's "Call Center Success")

Production Information   26 Minutes   Formats: DVD/VHS Categories: Communication, Customer Service Training KeyWords: Telephone Courtesy