Describe the content of the 7 animated courses available.
Customer Service Training TV offers 120 minutes of content from the following seven web-based movies:
How To Handle The Irate Caller - - -
Duration: 11 minutes
No one enjoys receiving a barrage of complaints from unhappy customers. Yet for many people in the service field, it's often a routine event. This four point program will immediately benefit people who encounter complaints from unhappy customers. Includes the A.S.A.P. technique, the Swear Stopper, and why it's not a good idea to make excuses to upset callers.
Five Forbidden Phrases® Of Customer Service - - -
Duration: Part I 8 minutes, Part II 10 minutes
The techniques in this program will actually stop problems before they begin. It identifies the five most frustrating and abrasive phrases to which your customers object. You'll recognize each of these common phrases and immediately benefit from the positive alternatives the program offers. Program recaps with face-to-face scenarios.
Basic Basic Telephone Skills - - -
Duration: Part I 10 minutes, Part II 10 minutes
Features ten basic yet crucial communication skills which will benefit anyone who uses a business phone. Topics include properly answering a business call, putting a caller on hold, taking accurate messages, getting your caller back on track, leaving a good 'last' impression and much more.
Determining Caller Needs - - -
Duration: Part I 12 minutes, Part II 13 minutes
Listening Skills & Questioning Techniques Part I identifies the basic steps to help you become a better listener. Hearing is not the same as listening. Part II features effective questioning techniques including open-ended closed-ended questions, probing questions, echo questions, leading questions, and the "and" technique.
How To Avoid Emotional Leakage - - -
Duration: 8 minutes
Have you ever had a bad day and taken it out on coworker? Or worse a customer? We call this Emotional Leakage and it costs organizations like yours millions in lost business and wasted customer goodwill. Observing Emotional Leakage from a third party point of view makes it easy to recognize how damaging this behavior is.
We Are Customers To Each Other - - -
Duration: 11 minutes
Most people understand why it's vital to treat customers like gold. But what about coworkers? This program helps viewers understand that it's critical to also deliver great service inside the walls of your organization. WACTEO...We Are Customers To Each Other!
Proactive Customer Service - - -
Duration: Part I 11 minutes, Part II 8 minutes
Do your customer service employees deliver passive, average, or proactive service to your customers? Proactive customer service is like a breath of fresh air! This course highlights the difference between passive, average, and proactive service delivery and teaches the importance of high energy, enthusiasm, rapport building and cross selling.
Each animated movie offers a follow-up quiz which self-grades when users click the "grade my quiz" button. Trainees are then provided with an explanation about each answer. After grading their quiz, trainees have the option to e-mail their results to a supervisor or manager. The "key points" button provides quick reference to the teaching points from each program. This material may be printed as a reminder of the techniques learned.
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