Are your people always willing to go that extra mile for their callers? Are they totally committed when they answer the phone at going home time? Do they really listen to the needs of the customer? How often do they make (wrong) assumptions?

Your people's mental approach to each caller has a huge impact on first impressions. Show them this video, and they'll be able to see exactly what you mean.

Billy, the airline call centre salesperson in this video learns the hard way - and gets put through his paces a few times! He learns that saying all the 'right' words just isn't enough. He discovers the importance of body language and intonation over the phone. And finally, by going that extra mile for his customer, he feels great! What's more, the customer is delighted.

Note: although intended as a stand-alone programme, the story line in this video follows on from 'The Really Angry Customer' in the Call Centre Series and we strongly recommend that you use both videos together whenever possible.

Learning includes:
* How to communicate positively using more than just words
* Why first impressions really do matter
* How to be (and sound) sincere and interested
* Why it's important to leave no stone unturned
* How to listen actively to what the caller is saying
* The customer loyalty ladder: turning prospects into advocates
* Why it feels good when you offer great

Especially relevant to:
* Call centre training
* Telephone skills
* Customer care
* Active listening
* Voice tone and body language
* Communication