Telephone training – more great, free resources

Telephone trainingHere’s our latest round-up of great new resources for people involved in customer service and and telephone sales training. Some great training videos and thought-provoking ideas this month – we hope you enjoy them!

1. 5 training tips to make your call centre outstanding
Five best practices to help managers maximize their investment in call centre training programmes. Focuses on how to follow through and reinforce training outside the classroom. From popular business blog

2. 10 biggest office distractions
Insightful presentation of facts and figures on how we really waste time at work. For example, what is the ideal temperature for workplace productivity? And how many of us would opt to do more work than sit next to the boss?

3. FISH! philosophy customer service video
An oldie but a goody. Inspiring 3-minute video on how passionate employees with a good attitude really do drive outstanding customer service. From the Seattle Fish Market. Classroom friendly.

4. How to train the next generation in phone skills
Don’t be put off by the fact this is on the Nation’s Restaurant News site. Jim Sullivan addresses the question “What do you recommend to help develop basic telephone answering skills for our 17- and 18-year-old team members?” He recommends a new approach to help those who have more experience of phone texting than conversation.

5. The surprising truth about what motivates us
Fascinating animation of Dan Pink’s ground-breaking RSA talk on motivation. So, if carrots, sticks and money don’t engage employees, what does? This video addresses a complex behavioural issue in just over 10 minutes.

We hope you find these telephone skills resources useful. Do you have any hidden gems you’d like to share?


Image courtesy of Salvatore Vuono /

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