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Telecare Video Training Kit

by Dr. Rick Kirschner & Dr. Rick Brinkman
7 Volume Video, run time 4.5 hours, Facilitators guide 189 pages, Participants workbook 30 pages, $399.95 ..... your price is only $275

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VOLUME ONE: Preparing For Exceptional Service And Care
Why customers jump ship, and how to get them to stay * Ways to prevent the complications that
make phone service unpleasant * How to identify and avoid the '7 Sins of Customer Service'

VOLUME TWO: The Multiple Roles Of A Telecare Provider
The Host: Putting your callers at ease * The Teacher: When and how to educate your callers
The Detective: How to gather information without the third degree * The Healer: calm customer
emotions swiftly and effectively * The Advocate: Going to bat for your customer's best interests

VOLUME THREE: Self-Coaching for Continuous Improvement
* 6 ways to adjust your attitude and regain your perspective * Quick ways to recharge yourself during the day, physically and mentally

VOLUME FOUR: Telecare Tactics For Tricky Situations
Specific ways to deal with English as second language and cultural differences * When and how to use faxes and email* 4 rules of effective phone transfers * How to put people on hold with irritating them

VOLUME FIVE: Dealing Positively With Challenging Callers
* The most effective way to regain your composure * How to handle tough customers of every type * Magic words you can use to calm hotheads

VOLUME SIX: The 8-Step Path To Successful Phone Sales
* 3 questions your customers wonder about but never ask * How to translate features of your product or service into bottom line benefits * A process that increases your chances of closing consistently

VOLUME SEVEN: Inspiring Superior Performance From Your Team
The difference between management and leadership * How to create a mission statement that people will believe in * building bridges and breaking barriers

BUT WAIT THERE'S MORE:

189 Page FACILITATORS GUIDE

&

PARTICIPANT WORKBOOKS.

This is not your Father's training tape.

The Drs. Rick Kirschner and Rick Brinkman are coauthors of the entertaining audio/video bestseller, 'Dealing With Difficult People,' and now they've -applied their unique style of Educating through Entertainment to the topic of Customer Service on the Phone.
Your people will be delighted to watch and learn.
7 Volume Video, run time 4.5 hours, Facilitators guide 189 pages, Participants workbook 30 pages $399.95 ..... your price is only $275

* Secure On line ordering

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phone: 503-635-4145, fax 503-635-2550.

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