On the receiving end
Making call centres more effective training video
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Overview
The aim
To help call-centre staff answer customer enquiries effectively and professionally.
About the programme
Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! However, it often requires more than just a good telephone manner to deal with these types of people: good training is essential.
In a fun and friendly way, this programme shows how customers can be kept satisfied and loyal to an organisation. It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.
All levels of call-centre staff will be able to add value to their service, and develop as agents who are able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.
The key outcomes
-Learn techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach
-Keep customers loyal to your businessTraining resources include
Video (25 mins)
Course leader's guide (PDF)
Delegate worksheets
Powerpoint slides/OHPs
Self-study workbookInformation
A Video Arts production featuring Dawn French, Beverley Hills, Denis Lill and Andy Taylor. Release date: 1998
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Learning chapters
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Not reading the customer http://www.videoarts.com/product/TP6 L01/Not-reading-the-customer http://www.videoarts.com/images/products/TP6 L01.jpgVisuals of Nina, a customer service agent, dealing with a customer who waffles on, veering off the subject. Nina gets caught up in the waffle which causes problems.... (read more)
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Accessing the customer and their needs by listening http://www.videoarts.com/product/TP6 L02/Accessing-the-customer-and-their-needs-by-listening http://www.videoarts.com/images/products/TP6 L02.jpgVisuals of Nina, a customer service agent, dealing with a customer who waffles. Nina pays more attention to what the customer is actually saying, enabling her to understand the situation more.... (read more)
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Asking relevant questions http://www.videoarts.com/product/TP6 L03/Asking-relevant-questions http://www.videoarts.com/images/products/TP6 L03.jpgVisuals of Nina, a customer service agent, dealing with a customer who waffles. Nina starts to control the conversation by asking relevant questions and then recapping important information... (read more)
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Not managing emotions http://www.videoarts.com/product/TP6 L04/Not-managing-emotions http://www.videoarts.com/images/products/TP6 L04.jpgVisuals of a customer service agent dealing with a very irate customer on the phone and getting frustrated and angry himself.... (read more)
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Allowing the customer to let off steam http://www.videoarts.com/product/TP6 L05/Allowing-the-customer-to-let-off-steam http://www.videoarts.com/images/products/TP6 L05.jpgVisuals of a customer service agent dealing with a very irate customer on the phone but taking the personal out of the call and allowing the customer to let off steam.... (read more)
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Sympathising and acknowledging their feelings http://www.videoarts.com/product/TP6 L06/Sympathising-and-acknowledging-their-feelings http://www.videoarts.com/images/products/TP6 L06.jpgVisuals of a customer service agent dealing with a very irate customer on the phone and acknowledging the problem, sympathising with the customer and keeping him informed.... (read more)
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Not mapping out the call and following through http://www.videoarts.com/product/TP6 L07/Not-mapping-out-the-call-and-following-through http://www.videoarts.com/images/products/TP6 L07.jpgVisuals of Harry a customer service agent dealing with a stressed customer. Harry is smug and deals with the customer in a patronising, off-hand way, making the customer more stressed.... (read more)
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Presenting the options and agreeing the solution http://www.videoarts.com/product/TP6 L08/Presenting-the-options-and-agreeing-the-solution http://www.videoarts.com/images/products/TP6 L08.jpgVisuals of Harry, a customer service agent, dealing with a stressed customer. Harry has causes a major problem for the customer and fobs him off to a colleague. He should present options, let the caller know how he's going to proceed and agree a practical plan.... (read more)
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Taking personal responsibility http://www.videoarts.com/product/TP6 L09/Taking-personal-responsibility http://www.videoarts.com/images/products/TP6 L09.jpgVisuals of Harry, a customer service agent, dealing with a stressed customer whose laptop has frozen. Harry goes through the process step-by-step with the caller making sure he understands all the instructions and taking personal responsibility.... (read more)
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Adding value http://www.videoarts.com/product/TP6 L10/Adding-value http://www.videoarts.com/images/products/TP6 L10.jpgVisuals of three different customer service agents offering a service or product that might benefit the customer; if they knew about it. Spotting opportunities, explaining choices, leaving the door open.... (read more)
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Summary http://www.videoarts.com/product/TP6 L11/Summary http://www.videoarts.com/images/products/TP6 L11.jpgA summary of the lessons on dealing with telephone customers.... (read more)
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e-learning course
Each e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.
Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.
Each e-learning title includes:
- Pre-test to establish current knowledge and determine which modules the learner needs to complete
- Test results and summary notes at the end of each module
- Glossary of commonly used terms and key video clips
- Final knowledge check to test retention
- Full tracking and reporting capabilities
e-learning course contains:
- Trailer
- Pre-test
- Introduction
- Read the customer
- Manage emotions
- Map the call
- Add value
- Summary
We provide access to full tracking and reporting so you can keep up-to-date with the learner’s progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.
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