Business Performance Group

Ross Shafer, winner of six Emmy Awards, takes a break from Hollywood to put a fun face on the skills that matter when answering a business call.

Ross takes Mike, a warehouse worker, and puts him on the company telephones during what should be a quiet lunch hour. But before Mike can get the hang of it, he stumbles through a series of funny—and all too realistic—mistakes, proving that great telephone customer service takes real skill. Once he understands it's harder than it seems, Mike gets down to business.

Key Training Points:

• 13 crucial do's and don'ts for basic telephone courtesy
• 5 essential elements for taking phone orders and generating extra sales
• A surefire 3-step formula for handling angry callers

Product type: DVD

Video length: 23 Minutes

Available languages: English