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Telephone Skills - Who are You by the Way - DVD


First impressions last: make every caller feel they are special.

Everyone in an organisation who picks up a telephone – virtually everyone a company employs – becomes a company representative as soon as they say “hello.” We take it for granted, and for the most part we neglect to put ourselves in the caller’s shoes. What impression do your people make on the phone?

This highly amusing drama stars Geoffrey Palmer and tracks the bemusement, anger and frustration of a caller (Palmer) trying to make a single, simple business call.

A series of small but significant mistakes occur, which together lead him to decide to cancel the deal he was initially trying to close.

The video shows the results of both correct and incorrect handling of calls. It shows the impact that telephone manner has on the caller, and the effect this in turn can have on business relationships and on profits.

The summary video includes narrated sequences that highlight the training points raised in the main video, reinforcing the simple rules of good telephone technique. It explains that every call an individual takes is their call. They have a responsibility to communicate the right impression of themselves and the company.

Who could benefit?

Key learning areas

Running times

Main video 16 minutes
Summary video: 9 minutes


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