This pathway is ideal for people wishing to upskill on the criteria for the CRM Awards. It focuses on Phone and Email content. See individual videos for Social media and Live Chat.

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  Award Winning Telephone Techniques Part 1 (10 min)

  This video focuses on the first five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based on the CRM Awards criteria and are suitable for all centres around the world.

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  Award Winning Telephone Techniques Part 2 (10 min)

  This video focuses on the second five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based on the CRM Awards criteria and are suitable for all centres around the world.

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  Award Winning Telephone Techniques Criteria 1 - Time to Answer

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 1: Time to Answer (from conclusion of relevant call prompt) - the call is answered within 10 or 20 seconds

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  Award Winning Telephone Techniques Criteria 2 - Professional Greeting

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 2 - Professional Greeting (how and what is said) - it's about how the greeting clearly identifies Company/Name/Department as appropriate, plus ‘Good Morning/Afternoon’ or similar and you feel as though they are pleased to speak to you

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  Award Winning Telephone Techniques Criteria 3 - Quality of Listening

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 3 - Quality of Listening - it's about demonstrating active listening skills and paraphrase/qualify/reflect

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  Award Winning Telephone Techniques Criteria 4 - Call Control

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 4: Call Control - it's about the call being well facilitated and using questions to establish needs

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  Award Winning Telephone Techniques Criteria 5 - Product / Service Knowledge

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 5: Product and Service Knowledge - it's about demonstrating a clear understanding of the product/service

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  Award Winning Telephone Techniques Criteria 6 - Sales Awareness

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 6: Sales Awareness - even if you're not selling, it's about moving the customer along to the next logical step. Any sales potential is demonstrated and exploited

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  Award Winning Telephone Techniques Criteria 7 - Call Conclusion

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 7: Call Conclusion - it's about closing the call professionally. The call is concluded positively with any outstanding points clarified

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  Award Winning Telephone Techniques Criteria 8 - Overall Attitude

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 8: Overall Attitude - it's about the call being handled with a positive attitude – warm, smiling and polite.

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  Award Winning Telephone Techniques Criteria 9 - Professionalism

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 9: Professionalism - it's about consistent use of positive language, positive tone and no conversational slang.

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  Award Winning Telephone Techniques Criteria 10 - Value Add

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 10: Value add - it's about Personalised offers for future needs to add value, build customer relationship and reduce customer effort to engage e.g. promotes and refers caller to the website and offers to send information

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  Award Winning Emails (10 min)

  This 10-minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award-winning experience for your customers.