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Are You With Me?

Common Courtesy on the Phone

Too often when we interact with others on the phone, it's easy to lose touch with the basic rules of common courtesy. This video presents a simple, easy-to-remember concept: Treat the person on the other end of the line as though they were right there in the same room with you.

Benefits:
  • Provides key skills and insights for any employee who deals with customers over the phone
  • Depicts the difference between an unsuccessful call and a successful call
  • Improves the organization’s ability to provide great service to all customers

This product does not have:
  • Sample Training Guide
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Are You With Me?

Run time: 22 Minutes

Why does there seem to be one set of rules for the way we behave when we're physically with other people, and a whole different set of rules for the way we act when we're separated, as we are when we're on the phone? When we're with other people, we naturally tend to do what we can to understand one another, to ensure that we're communicating, to make certain we are making a connection. But when we interact with others on the phone, it's easy to lose touch with the basic rules of common courtesy. The truth is that, all too often, the telephone becomes an easy excuse for not connecting with other people.

Wouldn't it be great if we all went out of our way -- all the time -- to treat each other on the phone the way we naturally know how to in person? From making and taking calls, to transferring calls and putting people on hold, to taking and leaving messages, Are You With Me? covers all the rules of telephone courtesy.

When they’ve completed the training, employees will be able to:
  • Make a call in a way that allows them to accomplish the purpose of the call.
  • Take a call consciously, acknowledging the caller and responding their needs.
  • Put a caller on hold while clearly respecting their time and getting their approval first for the delay.
  • Transfer a caller to someone who can help them in a way that is considerate of both the person who is calling and the person to whom they are being transferred.
  • Leave a concise and informative message on voicemail.
  • Record an effective and to the point outgoing message on voicemail.
  • Respond politely successfully to an angry caller.
  • Manage all their calls in such a way that they listen well, direct the conversation where it needs to go and gently rein in talkative callers.

    A Star Thrower Title

Contents

  • DVD
  • Leader's Guide, reproducible Participant Workbook on the DV-Rom

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