Hotlines Series

ProductID: 
PR01-013
Topic: 
Customer Service
Format: 
Multimedia

Hotlines is an entertaining video-based training package for call centre staff developed by psychologist Eve Ash. It is filmed on location in Australia at an international bank, a major telecommunications company and an airline call centre. Hotlines is designed to improve motivation, professionalism, call skills and customer service.

Titles of the DVD's:
  • Appreciating Human Differences
  • Building Relationships
  • Communicating Clearly
  • Controlling Call Time
  • Conveying a Professional Image
  • Focusing on Results
  • Handling Upset Customers
  • Managing Anger & Abuse
  • Meet the Dial Tones
  • Satisfying Customers
  • Sloving Problems
  • Staying Positive

Package Description:
A series of 12 videos, each 10-15 minutes long, a self-paced workbook and the Ash.Quarry Productions Call Skills Indicator, a 360 degree feedback assessment tool.

Recommended Audiences:
Telephone staff, Service staff

Presentation Style:
Drama