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IMPROVING YOUR TELEPHONE TECHNIQUES (set of 6)
商業電話技巧﹝系列﹞
This series provides suggestions and clear demonstrations which will enable the viewer to get the most benefit out of his or her telephone calls.
本系列共六集，分別提供不同的示範和建議，改善電話溝通技巧，增添你的商業利多。
1. THE BASICS OF HANDLING IMCOMING CALLS
基本接聽電話技巧
This program shows how to handle the exchange that often provides the first (and if poorly done, the only!) impression of any business - the incoming call. With specific instructions and vignettes, this program covers such essentials topic as: answering calls with courtesy, promptness and helpfulness, putting calls on hold without leaving the caller feeling ignored, what to do when the requested party is busy or unavailable, screening calls (without offending the caller) and concluding a call.
人們常由電話對一家公司產生第一印象，因此要抓住客戶，接聽電話就要有技巧，本節目提供你：禮貌、迅速、確實地回答來電的方式；當忙線無法立即代為接通話時、避免來電者誤解和不悅的方法；以及如何過濾和結束電話。備有粵語及國語配音。
29 mins.
English/Cantonese/Mandarin
2. BEYOND THE BASICS: MORE ON INCOMING CALLS
洗鍊的接聽電話技巧
This program helps viewers cross the line from adequate handling of incoming calls to mastery of the telephone as a business tool. It demonstrates the best ways to take a message and offers guidelines for creating a recorded message; offers tips on improving one's telephone voice; and shows how (and how not to) ways to defuse angry callers and deal with problems and unexpected situations.
將電話化為商業利器的技巧，包括：如何接收及記錄留言的方法；運用聲調的要點；化解憤怒的來電妙方；及處理問題和突發狀況的技巧。備有粵語及國語配音。
27 mins.
English/Cantonese/Mandarin
3. COST-EFFECTIVE TELEPHONE SYSTEM MANAGEMENT
電話費用的縮減
This is a program for managers and non-managers alike. It offers pointers on how to pick the right long distance service for your company; how to reduce long distance bills; using the business telephone to your best advantage; and practical hints for using your directory.
這是提供管理階層如何為公司選擇適當的打長途電話時段；減低長途電話費用的技巧；最有效益的運用電話方法；以及如何善用電話名錄。備有粵語及國語配音。
22 mins.
English/Cantonese/Mandarin
4. MAKING YOUR COLD CALLS COUNT
成功地撥通電話
What is the best way to reach the decision-maker you need within a company and what do say when you have? This program covers these topics and more. It offers ways to prepare cold calls and set objectives; give the essentials of a good opening statement; and provides tips for getting past the temporary put-off; tools needed by anyone with a product to sell or information to solicit over the phone.
怎樣才能直接與部門的主管通上話，若真找對人了，又如何向其推銷？本節目提供你做好電話推銷與設定目標的方法，通過層層關卡的決竅及準備言簡意賅的開場白的方法。備有粵語及國語配音。英文發音，配上中文字幕。
17 mins.
English/Cantonese/Mandarin
5. IMPROVING YOUR OUTGOING CALLS
打電話的技巧
This program is for anyone who wants or needs to improve his or her day-to-day business telephone techniques. It covers: the need to plan calls; the advantages of scheduling calls; way to avoid telephone tag; techniques for organizing calls; and tips for becoming an effective listener.
本節目提供改善打電話的技巧，包括：預先計劃安排的需要與好處；避免「捉迷藏」的技巧；組織電話內容的方法；及有效聆聽的善方。備有粵語及國語配音。
15 mins.
English/Cantonese/Mandarin
6. IMPROVING TELEPHONE COLLECTIONS
電話催款技巧
How to motivate debtors to pay their bills; how to get past the stall and overcome objections; how to prepare for a collection call; how attitude affects results. This program covers these essential topics and prepares the viewer to use the telephone effectively to collect on past due accounts.
如何向人催討欠款；如何應付敷衍推託和克服障礙；如何準備催款電話；什麼樣的態度才能達成目的。本節目提供三個方法，介紹有效地收回過期欠款。備有粵語及國語配音。
21 mins.
English/Cantonese/Mandarin
MAKING EVERY CALL COUNT
成功的電話技巧
Can everyone in your organisation handle difficult calls effectively, and turn an angry caller into a satisfied caller? Do they know how to make every outbound call effective and productive? Can they use positive telephone behaviours throughout the Getting Started, Getting Going, Getting Commitment process?
This programme shows a series of “real” workplace scenarios, with internal and external calls between colleagues, clients and suppliers. The video brings out key learning points in a meaningful, effective way, so that people in your organisation can't help but improve their skills, and bring difficult situations to effective conclusions.
Superb telephone skills training in 2 parts:
Part 1 – Gives people the skills to:
Understand the key behaviours required to manage an inbound call effectively
Know how to make each stage of an inbound call count
Demonstrate the skills, actions and behaviours needed to make every inbound call a success.
Part 2 – Equips people to:
Acquire the skills, actions and behaviours to make a really effective outbound call
Handle difficult calls
Manage distressed or angry calls
Turn “bad” news into “good” news effectively, over the phone.
您機構的員工能否有效地接聽每個撥出及打入的電話？本節目列舉現實工作環境經常出現的實際情況，介紹如何有效地處理每個來電，讓員工工作得更暢順更有生產力。英文發音，配上中文字幕。
25 & 19 mins.
English with Chinese Subtitles
POSITIVE TELEPHONE SKILLS
正確處理電話技巧
This programme demonstrates techniques to help your people deal with the telephone professionally, politely and profitably. It presents a simple 3 point plan for the successful handling of incoming calls:
Be Positive: If someone asks you to do something you can't do, tell them what you can do instead.
Ask Question: Use questions to expand the information you are getting from the caller.
Take Responsibility: If you really can't deal with the call yourself, find someone who can and make sure they deal with it promptly.
本節目是介紹如何正確地接聽電話。透過三個主要因素：包括積極，發問問題及接受責任幫助員工改善接聽電話的技巧。以友善樂於助人態度積極回答來電，發問問題去尋找幫助對方的方法，接受責任就是應該對每件工作有責任感。備有粵語及國語配音。
25 mins.
English/Cantonese/Mandarin
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