Dialling Tones - Telephone Skills - Video

Effective call handling by staff can make or break a customer's first impression

Featuring Dawn French and Jennifer Saunders, Dialling Tones explains and demonstrates a four-stage approach to handling outgoing and incoming telephone calls assertively and professionally.

Stage 1 – Make them feel at home

Dawn and Jennifer portray a purchasing manager from Beds Aplenty and a sales person in face-to-face scene.

Stage 2 – Lead the way

Dawn is now Jennifer’s boss, calling to arrange a meeting, but gets sidetracked because she hasn’t prepared properly.

Stage 3 – Listen and respond

A customer (Dawn) who has received the wrong bed is calling to lodge a complaint.  Jennifer, playing the switchboard operator, salesperson and warehouse person completely fails to take responsibility for the problem.

Stage 4 – Review what’s been said

Dawn pretends to be Jennifer’s bank manager and phones her about her overdraft.

Produced by PlayBack Communications

Who could benefit?

• Anyone who uses the telephone at work

Key Learning Areas

• Make sure you fill in the details over the phone
• Be friendly – make the caller feel at home
• Structure the call to get what you want from it
• Listen and respond
• Always check what has been said

Running Time

Video: 20 Minutes 
Includes Presenters Booklet

Cost: Video and CDROM Prices
International orders please email for cost
Bulk Discounts Available

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