The Telephone Trainer

Produced

• 2004

Key Features

Telephone training program in a variety of formats: DVD, VHS or CD-ROM.
A complimentary preview is available only in DVD format.

The Telephone Trainer will create an amazing customer experience for your customers with every call! The Telephone Trainer will give team members the phone skills and manners they need to give a great first impression, build rapport, increase customer loyalty, make sales..… and represent your organization professionally.

The video "preview" clip shown on this page requires that Windows Media Player is installed on your computer. To add this media player product, go to Microsoft Windows Media Player.

The Telephone Trainer is an interactive video that goes through The 10 Steps to Phone Excellence (listed below).   The video can either be watched straight through or it may be used as a guide for a facilitator.  With a large percentage of today’s business taking place on the phone, it is essential that your team’s telephone performance be a competitive advantage!

The 10 Steps to Phone Excellence

  1.  Preparation—You can actually prepare to take a phone call.

  2.  A Strong Start— This step teaches you a 4-part greeting that, if done right, will impress any caller.

  3.  Building Rapport—There are proven techniques that you can use to build rapport with a caller.

  4.  Effective On-Hold Techniques—There is a right way and a wrong way to put a caller on hold.

  5.  Effective Call-Transferring—This step teaches two effective call transferring techniques—the guided transfer and the description transfer.

  6.  Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and speak clearly.

  7.  Proper Tone of Voice— Learn how to treat each phone call as a separate “performance”.

  8.  Positive Speech— There are certain words and phrases that can quickly turn a caller on or off.

  9.  Effective Listening—This step reviews 10 Positive Listening Behaviors.

10.  Practice the Golden Rule— When you are on the telephone with a customer, you should treat the caller with the same dignity and respect you extend to the owner of your company.

Our VHS, DVD, and CD-Rom phone etiquette video is segmented into ten areas so that you only spend time on the most critical areas of phone manners.   No more sitting through long, boring training to get to the "good stuff".

Training Materials Include:

• 1 engaging VHS, DVD, or CD-Rom with amazing content on how to maximize the potential of each phone call!
• 10 Quizzes - one for each of the 10 Steps to Phone Excellence

The supporting training materials will be emailed to you after you purchase the program.