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When we interact with others on the phone, it's easy to lose touch with the basic rules of common courtesy. 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 to treat each other on the phone the way we ...
The difference between ordinary service and great service is attitude. Show your people this video and they'll be able to see exactly what you mean. Key Learning Points: Communicate using more than words ,Why first impressions really matter ...
Poor telephone technique doesn't just create a bad impression, it loses business. Missed opportunities can result from sloppy behaviour, an over-familiar approach and less-than-professional attitude.In this video a cocky telesales executive is ...
Train your staff to handle angry customers tactfully and effectively over the telephone by: (1) dealing with a customer's feelings (2) getting the facts to discover his or her needs (3) solving the problem. Don't let employees with poor customer relations skills turn away potential repeat ...
Great customer service professionals make a choice: Every day, with every customer, on every call, they choose to do all they can to make their customer's experience as positive as it can be. From being an active listener and gracefully guiding phone calls, to handling dissatisfied ...
Armed with a positive attitude and these practical skills, your people are guaranteed to have a healthy call rate without sacrificing your customer service care. Key Learning Points: Giving the caller your full ...
Ross Shafer puts a humorous twist on the skills required in handling telephone calls smoothly and professionally. Ross puts Mike, a warehouse worker, on the company telephones during what should be a quiet lunch hour. But before Mike can get the hang ...
This 4 part series for Call Centre and Customer Service training includes: The Really Angry Customer Attitude Is Everything The Outbound Call It's Your Call ...
Help call-center staff resolve customer inquiries effectively and professionally. Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good ...
Give all staff members the skills to use the telephone effectively in a business context. The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills ...

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