On the receiving end (Vintage)
Making call centres more effective
Customers who are fatuous, difficult or helpless are every call-centre operator's worst nightmare! 
In a fun and friendly way, this video shows you techniques to deal sympathetically and professionally with all the needs of your customers, regardless of their approach.
It demonstrates tried-and-tested telephone techniques in how to listen carefully, ask relevant questions and assess customers' needs.
It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.
 
 Trainer Tools
on the receiving end leaders guide sep 2013.pdf
on the receiving end PP sep 2013.ppt