On the receiving end Making call centers more effective

The aim
To help call-center staff resolve customer inquiries effectively and professionally.

About the program
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.

On the receiving end shows how customers can be kept satisfied and loyal to an organization. The video demonstrates 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.

By looking for opportunities staff will be able to add value to their service, developing as an agent who is 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 benefits

• Suitable for all levels of call-center staff
• Tried and tested telephone techniques
• Complements skills for handling difficult customers
• Fun and friendly format
  
  Related training issues:
  Telephone skills
  Awkward customers
  
  Information:
  A Video Arts production featuring Dawn French, Beverley Hills, Denis Lill and Andy Taylor. Release date: 1998