91 - VHS, 'Please Try Again Good Connections Telephone Training'

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In Folder: 1 - Internal M&S VHS Videos

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91 - VHS, 'Please Try Again Good Connections Telephone Training'

Starts with telephone voices until 1min 30secs using real calls received by the company. The video goes on to say that 11% of phone calls to head office were engaged and 15% received no reply, leading to 6500 unsuccessful calls a day. This destroys good will, the company name and can lead to loss of business. The film goes on to demonstrate diverting calls using the telephone. This is part of a Quality Services initiative across every department - guide book was developed. Emphasis on on how to act on the phone, including proper introduction of yourself and department and politeness when speaking to customers. Running Time: 10m 43s

Date: 5 Sep 1989

Reference Number: P10/1/91

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