On the receiving end

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 business


Programme includes:
DVD (25 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides/OHPs on disc
Self-study workbook on disc


Information:
A Video Arts production featuring Dawn French, Beverley Hills, Denis Lill and Andy Taylor. Release date: 1998

Learning-chapters

• Not reading the customer
• Accessing the customer and their needs by listening
• Asking relevant questions
• Not managing emotions
• Allowing the customer to let off steam
• Sympathising and acknowledging their feelings
• Not mapping out the call and following through
• Presenting the options and agreeing the solution
• Taking personal responsibility
• Adding value
• Summary