Business Performance Group

Enhance your customer service results with this group of highly effective DVD's. Each tells a story that reveals best practices for handling telephone service encounters with skill and a caring attitude.

From dealing with an irate customer, to learning how to handle an overly talkative customer,  the Just a Call Away series presents valuable information in a humorous and creative way. Use them as a turn-key training or individually............

Program 1 -Having missed his flight, our customer has one more chance to make it home. A call center employee, who really listens to his plight, goes the extra mile to deliver customer satisfaction. The Attitude is Everything training video will equip your front-line with the right body posture, intonations, listening skills and mental approach for each call -- skills that can make the difference between good service and really great service! (Purchase separately for $485)

Program 2 - The Customers With A Difference training video addresses one of the biggest problems all organizations have: talking with people who use English as a second language. What do you do, and how do you do it? This program will encourage your customer service agents to stretch their comfort zone when dealing with customers who may have a different culture than theirs. (Purchase separately for $485)

Program 3 - Some customers just like to talk, often about unrelated issues. But with call center employees ever increasing sales targets and calling quotas, it's important to keep yourself and your callers focused on the objective of the call. The It's Your Call training video shows you how to do just that, as well as teaching the essentials in achieving sales goals without jeopardizing good customer care. It's also a great training tool for effective cross-selling techniques.(Purchase separately for $485)

Program 4 - You never know how important the person who answers the phone can be to the success of your call, so don't take them for granted. Being prepared, focused and succinct from the get-go are the first steps in meeting your call objective. The Outbound Call training video prepares employees to make the most out of each call. It demonstrates how to use skillful questioning to win the customer's confidence and make the sale. (Purchase separately for $485)

Program 5 - Our extremely rushed customer's goal is to make it home in time for the delivery of his first child, but circumstances with the airlines and his bank's call center aren't making it any easier. The Really Angry Customer training video demonstrates how to calm angry customers and get the information needed to deal effectively with the issues. Loaded with practical ideas, this program helps you solve problems and guarantee your customer's satisfaction. (Purchase separately for $485)

*A CRM Learning Production

Product type: DVD

Video length: 78 Minutes

Available languages: English