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JUST A CALL AWAY (set of 6)
優質電話服務中心﹝系列﹞
Just a Call Away is designed to assist Call Centres in achieving service excellence. However, the broad scope of this 6-part series makes it a useful tool for any orgainsation conducting business over the telephone.
Especially relevant to:
- Call centre training
- Telephone skills
- Customer care
- Active listening
- Voice tone and body language
- Communication.
在現今競爭激烈的商業世界，「電話服務中心」扮演的角色 愈來愈重要。本系列共六集，主題環繞如何提高電話服務質素，加強生產力及改善客戶關係。
1. THE REALLY ANGRY CUSTOMER
處理憤怒的顧客
With this video, your telephone operators get lots of really great practical ideas. You get excellent messages put across clearly and positively. The video shows real understanding of what it's like to be on the receiving end of foul language and personal attacks. It shows how to deal with angry people, getting them to calm down and communicate clearly and sensibly. It also shows empathy for the caller too, so your participants understand that it's not a 'them and us' situation but a customer with a problem that can - with the correct handling - be solved.
遇到憤怒的顧客時，應如何平息他們的怒氣，如何有效地解決顧客的困難。本節目介紹一些技巧幫助處理憤怒的顧客。備有粵語及國語配音。
14 mins.
English/Cantonese/Mandarin
2. IT'S YOUR CALL
優質電話服務
Your people know that they need to get through their calls quickly and professionally - with this video you can show them how and get them practising the skills for themselves. Because getting through your calls and getting good quality information to help you sell, is a matter of skill, not luck.
身為「電話服務中心」的服務員應懂得如何提供既快捷又富專業水準的電話服務。本節目介紹一些竅門令你的電話服務更卓越、更成功。備有粵語及國語配音。
14 mins.
English/Cantonese/Mandarin
3. THE OUTBOUND CALL
成功的電話推廣技巧
Outbound calling inevitably involves an element of rejection, which can lead to call reluctance. This video addresses these issues head-on and provides practical tips for you to use and discuss with your own people, helping them to overcome the difficult periods. Through Issac, an insurance telemarketer, the video demonstrates techniques to help them press on positively and with renewed enthusiasm.
利用電話進行推銷難免會遇到不同的障礙。本節目介紹一些實用的技巧，幫助你克服重重障礙順利取得成功。備有粵語及國語配音。
14 mins.
English/Cantonese/Mandarin
4. ATTITUDE IS EVERYTHING
正確的電話服務態度
Your people's mental approach to each caller has a huge impact on first impressions. Show them this video and they'll be able to see exactly what you mean. Billy, the airline call centre salesperson in this video learns the hard way and gets put through his paces a few times! He learns that saying all the 'right' words just isn't enough. He discovers the importance of body language and intonation over the phone. And finally, by going that extra mile for his customer, he feels great! What's more, the customer is delighted.
顧客透過電話接觸你的機構，身為電話服務員，你是有責任提供優質的服務，好讓顧客對你的機構留下美好的第一個印象。機構的成功全賴你提供正確的電話服務。備有粵語及國語配音。
14 mins.
English/Cantonese/Mandarin
5. UNDERSTANDING CUSTOMER DIVERSITY
了解不同顧客的需要
Wouldn't life be easy, albeit extremely boring, if we only ever had to deal with customers who were the same as us? People who understood our culture, spoke the same language and had life experience, which were not unlike own?
Being a customer with a difference, whether that difference is cultural, linguistic, social, physical or sexual is not easy. In this 16 minute video we look at ways of dealing with customers who may be different to you.
我們的顧客來自不同的地方，他們有自己的方言和文化，往往在溝通上會遇到一些障礙。本節目介紹一些技巧教導如何打破隔膜，令他們得到同樣的優質服務。備有粵語及國語配音。
16 mins.
English/Cantonese/Mandarin
6. WHEN YOU CAN'T SAY YES
教您如何說「不」
This video introduces valuable lessons to about how to say no and maintain customer service. Your employees will learn that great customer service is much more than saying yes. They also learn to not give up easily, to use their smarts, turn on their lateral thinking and rack their brains for alternatives that might help the customers. They also discover the practical skills of showing empathy, good listening, keeping the customer informed and exceeding the customer's expectations even when you have to say "no."?
有時候電話服務員會遇到一些能力範圍以外的困難。拒絕顧客的要求既是無補於事亦衹會增加顧客的憤怒。本節目介紹一些實用的技巧教你如何說「不」。備有粵語及國語配音。
17 mins.
English/Cantonese/Mandarin
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