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This item contains several different items. Purchasing this item includes all of the component items listed below.
About
This video shows a series of real workplace scenarios, with internal and external calls between colleagues, clients and suppliers, and brings out key points in a meaningful, effective way, so that the viewers can’t help but improve their skills, and bring difficult situations to effective conclusions.
Part 1 (25 min) gives people the skills to:
• Understand the key behaviours required to manage an inbound call effectively
• Know how to make each stage of an inbound call count
• Demonstrate the skills, actions and behaviours needed to make every inbound call a success.
Part 2 (19 min) equips people to:
• Acquire the skills, actions and behaviours to make a really effective outbound call
• Handle difficult calls
• Manage distressed or angry calls
• Turn bad news into good news effectively, over the phone.
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- Topics
- Customer Service
- Telephone Skills
- Video Running Time (minutes)
- 44:00
- Product Type
- Video
- Course ID
- 1367
Trainers Guide
Handouts
- Description
- Download Trainers Guide
Only preview versions of handouts can be viewed without a license.
Component Items
This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.
