Product Details

• Producers: Careertrack
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• ASIN: B000LZBF2G
• Amazon Best Sellers Rank: #372,128 in Movies & TV (See Top 100 in Movies & TV)

Editorial Reviews

Train your people in crucual telecare skills. This program belongs in every organization's permanent training library. You'll use it time and again to train new hires, refresh stale phone skills, rejuvenate a flagging team and motivate your people through a healthy dose of humor. 7 tape VHS boxed set. No workbook.

Customer Reviews

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1 of 2 people found the following review helpful:

5.0 out of 5 stars Product Description, March 8, 2009

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Pen Name "whiteaura" (milpitas, ca USA) - See all my reviews

This review is from: TeleCare: How to Provide Exceptional Customer Service Over the Phone (VHS Tape)

Learn the "red carpet" telephone techniques that impress customers and build business fast business training videos,customer service,receptionist,telephone support,sales,CD-ROMs,tapes,audios,receptionist,telephone training,careertrack,pryor resource, TeleCare: How to Provide Exceptional Customer Service Over the PhoneEvery time the phone rings, your business is on the line. When customers call, how do your people come across? Are they friendly? Empathetic? In control? Willing to help -- even if it means going out of their way?

Studies show that satisfied customers will boast about their positive experiences to four or five other people. But dissatisfied callers typically will let up to a dozen others know about their negative experiences. TeleCare gives you numerous skills, strategies and techniques your phone service people can use to increase customer loyalty ... make sales ... win customers ... and soothe tempers.
TeleCare: How to Provide Exceptional Customer Service Training

PROGRAM HIGHLIGHTS

* How to gather information from your customers -- without making them feel interrogated
* 6 ways to adjust your attitude and put negative circumstances into proper perspective
* Dealing with ESL (English as a second language) callers and those with cultural differences
* A 4-step process for gently confronting and calming an out-of-control customer

VOLUME 1

* Why customers jump ship -- and what you can do to get them to stay.
* Ways to prevent many of the needless complications that can make your job unpleasant and overwhelming.
* How to transform your telephone and computer into your own personal "help desk".
* How to identify and avoid the "7 Sins of Customer Service" -- including The Brush-Off, The Robot Attitude and The Rule Book.
* The single most important way to make a lasting, positive impression on a caller.

VOLUME 2

* The Host: Learn the warm, welcoming phrases that say you care, and put callers immediately at ease.
* The Teacher: When and how to educate your callers (and how to tell when your efforts aren't welcome).
* The Detective: How to gather information from customers -- without making them feel like you're giving them the third degree.
* The Healer: Got a caller who's angry, upset or anxious? Learn what to say -- and how to say it -- to calm customer emotions swiftly and effectively.
* The Advocate: How to act in your customers' best interests -- and "go to bat" for them when you neet to.

VOLUME 3

* Activity: how to identify -- and counter -- your personal "energy diminishers".
* 6 ways to adjust your attitude and put negative circumstances into proper perspective
* How to turn challenging situations into benefit-rich learning opportunities
* Quick ways to recharge yourself during the day, physically and mentally
* How to build and nurture a support system of colleagues and role models

VOLUME 4

* Specific ways to deal with ESL (English as a second language) speakers and those with cultural differences
* How to "agree to disagree" when you and your caller have a difference of opinion
* A 4-step process for gently confronting and calming an out-of-control customer
* When and how to use faxes or e-mail to expedite communication with your customer.
* The 4 rules of effective phone transfers -- what they are, when to use them.
* How to put people on hold withoutirritating them or causing them to hang up.

VOLUME 5

* How not to take difficult callers' behavior personally (hard, but it can be done!)
* The most effective way to regain your composure when you're thrown off kilter by a hostile caller.
* How to use the roles you learned in Volume 3 to deal with tough customers of every type.
* How to find out what negative callers are really saying.
* "Magic words" you can use to defuse explosive behavior and to calm hotheads.

VOLUME 6

* Why "forced scripts" don't work, and what you can do if you are asked to use them.
* How to answer 3 questions your customers will wonder about, but never ask.
* Easy ways to translate the features of your product or service into bottom-line benefits for your customer.
* How to create the "building blocks" of any sale -- trust, credibility and rapport.
* The Path to the Sale: an 8-step process that increases your chances of closing consistently.

VOLUME 7

* The difference between managing people and offering them leadership.
* How to create a mission or values statement that people can really buy into and believe in.
* Why your internal customers are just as valuable as your external ones -- and how to offer them the same great telecare service.
* How to use random callbacks, 800 numbers, focus groups and mystery shoppers to get honest customer feedback.
* Ways to break down barriers between departments -- and get everyone "on the same page" when it comes to customer service.