Everyone who uses the telephone in every organisation is a customer service representative. From the receptionist to the managing director, the way they present themselves on the telephone in the first few seconds will determine how the caller perceives the entire company. The telephone is often the first point of contact with any organisation so it is vital that whoever is at your end of the line is professional and polished, efficient and effective. As the old saying goes, you never get a second chance to make a good first impression!
Seven Dimensions has a great range of telephone skills training resources in the following areas:
Seven Dimensions has three entire series devoted to developing telephone skills. The first is the Hotlines series which is designed to improve motivation, professionalism, call skills and customer service in call centres . It comprises a series of 12 videos, a self-paced workbook and the Call Skills Indicator, a 360 degree feedback assessment tool.
The next two telephone skills series are: Basic Telephone Skills and Advanced Telephone Skills. Basic Telephone Skills is a four video series that covers; Receiving Calls, Making Calls, Handling Messages, and Problem Solving and Advanced Telephone Skills covers Cold Calling and Debt Collecting.
Highly recommended telephone skills titles can be found in the best selling 'interview style' Take Away Training' Series with titles such as: 10 Essential Reception Skills, Advanced Sales Techniques, Dealing with Abusive & Threatening Calls, Handling Complaints, Sales & Service Turn-Offs and more!
Telephone Skills DVD titles can also be found in the award winning People Skills and Learning a la Carte Series.
Finally, also included in the area of telephone skills are seven, 360 degree Skill Indicator online assessment tools for measuring and evaluating: Call Skills, Emotional Competence, Management Skills, Negotiation Skills, Sales Performance, Service Skills and Team Skills.