O’Reilly, Eve Ash – A Practical Guide to Learning Phone Skills

This comprehensive phone skills video book is designed to help call centre staff, service providers, work experience students, and even ESL learners to improve their motivation, call skills and customer service skills. It provides the key interpersonal and customer service skills for inbound operators and will assist inbound and outbound operators to develop their professionalism. It will provide useful skills and strategies for managers and coaches The title realistic scenarios from banks, telecommunications and travel — a whole curriculum for new starters or skill development for experienced staff or those with special training needs. It is designed to be used self-paced, but can also be used in peer-coaching, team building and classroom facilitated courses.

Table of Contents

• Meet The Dial Tones 00:10:44
• Conveying a Professional Image 00:11:34
• Building Relationships 00:11:42
• Communicating Clearly 00:14:14
• Appreciating Human Differences 00:11:24
• Satisfying Customers 00:13:27
• Solving Problems 00:11:43
• Handling Upset Customers 00:11:39
• Managing Anger and Abuse 00:14:56
• Controlling Call Time 00:15:17
• Focusing on Results 00:12:39
• Staying Positive 00:12:53