Course curriculum

  1. 1

    • Goodie! Goodie! Introduction

    • Goodie! Goodie! Introduction
  2. 2

    • Get going: Lesson 1 – Consistency counts (overview)

    • Get going: Lesson 1 – Consistency counts

    • Get going: Exercise 1

    • Get going: Lesson 2 – Banned words and phrases

    • Get Going: Lesson 2 – Banned words and phrases

    • Get Going: Lesson 2 – Banned words and phrases printout

    • Get Going! Lesson 3 - What to say when a caller asks for a colleague by name.

    • Get Going: Lesson 3 – What to say when a caller asks for a colleague by name.

    • Get going: Lesson 3 - Quiz. Why don't you ask the caller why they are calling?

    • Get going: Lesson 4 - How to put callers on hold

    • Get Going: Lesson 4 - How to put callers on hold

    • Get Going: Lesson 4 - Quiz. How to put callers on hold

    • Get Going: Lesson 5 - What to say when your colleague can't take the call.

    • Get Going: Lesson 5 - Get Going: Lesson 5 - What to say when your colleague can't take the call.

    • Get Going! Lesson 5 - Exercise 3

    • Get Going: Lesson 6 - What to say to cut out telephone chasey.

    • Get Going: Lesson 6 - What to say to cut out telephone chasey.

    • Get Going! Lesson 6: What to say to cut out telephone chasey

    • Get Going! Lesson 7 - How to manage callers' small details

    • Get Going! Lesson 7 - How to manage callers' small details

    • Get Going! Lesson 7: Three exercises for managing calls about small details

    • Get Going! Lesson 7: Conclusion to Chapter 1, Get Going
  3. 3

    • Get the Money! Lesson 1 - The caller's questions

    • Get the money: Lesson 1 - The caller's questions

    • Get the Money: Lesson 1 Quiz - Which calls link us to the money?

    • Get the Money! Lesson 1 - Exercise: The callers’ questions.

    • Get the money: Lesson 2 - Your questions

    • Get the money: Lesson 2 - Your questions

    • Get the money: Lesson 2 - Your questions. Exercises 9-12
  4. 4

    • Get sorted: Lesson 1: What to say if the caller's name is difficult to pronounce.

    • Get sorted: Lesson 1: What to say if the caller's name is difficult to pronounce.

    • Get sorted: Lesson 1: Exercise What to say if the caller's name is difficult to pronounce.

    • Get sorted: Lesson 2: How to manage 'nuisance' calls

    • Get sorted: Lesson 2: How to manage 'nuisance' calls

    • Get Sorted! Exercise 10 - Managing sales callers

    • Get Sorted! Lesson 2 – Exercise 10 - Sales callers

    • Get sorted: Lesson 3: How to manage yourself during angry calls

    • Get sorted: Lesson 3: How to manage yourself during angry calls

    • Get Sorted! Lesson 3 – Exercise 11 - Angry callers