It's Your Call

This video is packed with useful, practical tips for call centre staff with a common problem: how to achieve ever-increasing call rates and sales targets without jeopardising good customer care on the telephone. Packed with practical examples for increasing call effectiveness, the video shows that excellent customer service goes hand in hand with increased sales. Lena, the telephone customer service agent in an entertainment booking company learns how to keep her long-winded customer 'on track' with well structured questions. She learns how to generate the information she needs to not only provide good service, but also to gain additional sales for her company too.

The video understands some of the frustrations of taking calls from customers who don't know what they want. It gives practical tips for handling this type of call. It also shows your participants that it's important that they understand what it's like to be the customer - for example, maybe they've had to negotiate a series of automated call handling options, before finally reaching a human being! Your people know that they need to get through their calls quickly and professionally - with this video you can show them how, and get them practising the skills for themselves. Because getting through your calls and getting good quality information to help you sell, is a matter of skill, not luck.

Learning includes:
* Why you must always give the caller your full attention
* How to avoid distractions
* How to keep control of the call
* Using 'back on track' questions to keep the call progressing
* Listening for clues to help you cross sell and upsell
* How to overcome objections by asking questions
* How knowing your products/services well means more business
* Offering choices to help callers who don't know what they want

Especially relevant to:
* Call centre training
* Telephone skills
* Customer care
* Selling over the telephone
* Active listening
* Communication