Telephone Skills

Cell Phone Etiquette – TSC 785 Cell phones are everywhere. In fact, cell phones, and rude cell-phone users, are so underfoot that they can become a real annoyance. Clearly and concisely lays out the etiquette do’s and don’ts of using a cell phone. Features several tips and tricks on how to use cell phone technology to its best advantage for everyone’s convenience. 2004 ed. 7 min.DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$70

Make the Connection – CB 781 Because we use the telephone so often and so easily, we rarely pause to ask whether we’re getting the most from our telephone time. Discover how to establish instant rapport on the phone, stop those endless rounds of phone tag, calm irate callers, win new customers, skillfully handle interruptions, take complete, accurate phone messages, keep calls short, and end them gracefully. 2003 ed. 22 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$160

Every Call Counts – CP 712 Combines real-world workplace scenarios with up-to- date “how to” narratives. Illustrates key concepts and skills for proper telephone techniques by showing a series of Dos and Don’ts. Students learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail. Role-playing examples and behavior-modeling opportunities demonstrate the skills needed to communicate effectively over the phone. 2003 ed. 20 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$110

It’s Your Call – CP 713 Complements the key lessons presented in the “Every Call Counts” video by providing interactive and learning reinforcement activities. Includes 12 interactive scenarios for each of the Dos and Don’ts in the video, plus an interactive glossary of key words and phrases for better phone etiquette. 2003 ed.CD ROM . . . . . . . . . . . . . . .$120

Use the Telephone the Right Way – JWA 662 Learn to provide great service, turning phone calls into relationship builders; de-magnify conflict over the phone through sensitivity; overcome root causes of poor telephone communication; vary timing, tone and word choice to enhance caller comfort and apply voice mail etiquette that’s efficient. 2002ed. 24 min. DVD.$150

Basics of Telephone Skills – TSC 200 How to take clear and complete messages; how to screen calls without making the caller feel put off; listening to customer concerns; making complaints an opportunity for growth; and having an outline for complaint calls are discussed and reviewed. This is a “how to” video that could serve as the foundation for a customer-oriented company. 1991 ed. 30 min. VHS.......... $30

Orders will be serviced by DEV in U.S.A.  Enquiries to Steve Say -  filmo@filmo.com