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Human Resources

Questioning Techniques

Proper questioning techniques are key when gaining needed information from a caller or customer. High level questioning techniques   more...

Listening Skills

Listening is a critical component when determining the needs of your customer.  Doesn't everyone listen?   more...

Your Phone Manner (Phone Skills Series)

The ability to listen is one of the most important skills in communication. This is especially so when talking to customers on   more...

The Irate Caller (Phone Skills Series)

Complaining, emotion-charged callers are an unfortunate, yet sometimes inevitable aspect of customer service in any organisation.   more...

Your Pay Packet (Phone Skills Series)

Essentially every organisation relies on the ability of a telephone customer service person to not only assist in the sales of the   more...

Transferring Calls (Phone Skills Series)

In some instances, as a customer on the telephone, being transferred can be an extremely stressful event. Particularly if an u   more...

They Are An Individual (Phone Skills Series)

One of the key points of telemarketing is to remember that you are in fact talking to individuals. Whilst making ongoing calls   more...

"Hold The Line Please" (Phone Skills Series)

As a customer, one of the most frustrating aspects of a phone call can be when you are placed "on hold". Its during t   more...

Getting To The Decision Maker (Phone Skills Series)

One of the real challenges in telephone selling is getting through to the decision maker in the first place. Most decision make   more...

Taking Messages (Phone Skills Series)

Taking a message on the phone, can be one of the most important elements of using the telephone at work. If you take the messa   more...