Telephone Service Skills.
Michael Bartlett and Patricia Tallack.
Echelon, 1999.
A4 ringbinder, paperback guide and two audio tapes.
£195 plus £5.50 carriage.

Another excellent activity production from Echelon with supporting audio tapes and a short paperback guide to using the activities. The audio tapes contain material that supports 31 of the 40 activities (good value) and include dialogue passages showing how to deal with the situations; monologues inviting comment; and teasers to spark discussions.

The 40 activities in the ringbinder are professionally presented on very durable, laminated paper and give information on the purpose of the activity, the timing necessary, materials required, uses, how to introduce, the brief and advice on when to play the audio tape (when relevant).

The activities are concerned with 1) building telephone skills and 2) handling telephone situations for use in training telephone users working in call centres; making and receiving business calls; customer service centres; sales, marketing and public relations; reception and office support roles. They range from activities concerned with helping people consider what good service is; understand the importance of first and last impressions; using ‘can do’ statements for positive attitudes; listening; taking control of the call; improving knowledge of the company’s telephone system; dealing with colleagues; handling difficult customers; to using voice mail.

This is a valuable collection of extremely useful activities for anyone concerned with the training of staff in customer relations on the telephone, whether trainer or line manager. Well recommended

Leslie Rae
November 1999