Online -service eLearning

CUSTOMER FOCUS CUSTOMER FOCUS  more...

ITIL reg V3 Overview ITIL® V3 Overview  more...

Managing a Customer-Focused Department Managing a Customer-Focused Department  more...

Customer Service Fundamentals Customer Service Fundamentals  more...

Customer Service Representative Process Customer Service Representative, Process  more...

Customer Service Representative Skills Customer Service Representative, Skills  more...

Windows XP Networking Internetworking Windows XP: Networking & Internetworking Microsoft Lesson 1: Windows XP Internet Explorer Introduction Lesson Objectives Basics Of Internet Choosing A Service Provider My Network Places System Folder Network Connections System Folder The New Connection Wizard Creating A New Connection Completing the New Connection Wizard Connection Properties Dialog Box The General Tab The Options  more...

ARCH 2 0 Voice Over WLAN Design ARCH 2.0: Voice Over WLAN Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify drivers and coverage considerations for VoWLAN, the steps in a VoWLAN site survey, and the requirements necessary to support voice in a WLAN  more...

ARCH 2 0 Network Management with Cisco IOS Software ARCH 2.0: Network Management with Cisco IOS Software Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify design considerations for embedded management functionality in Cisco IOS software  more...

ARCH 2 0 Security Services Design ARCH 2.0: Security Services Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To recognize design considerations for firewalls, NAC appliances, and intrusion detection and prevention systems  more...

ARCH 2 0 IPsec and SSL VPN Design ARCH 2.0: IPsec and SSL VPN Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To recognize considerations for designing remote access and site-to-site VPNs  more...

ARCH 2 0 IP Multicast Design ARCH 2.0: IP Multicast Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify the IP multicast implementation options, and to recognize design and security considerations for IPs  more...

ARCH 2 0 E-Commerce Module Design ARCH 2.0: E-Commerce Module Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify high availability requirements, components, design approaches, and topologies for e-commerce modules and how to enhance the performance and availability of e-commerce modules  more...

ARCH 2 0 Storage Area Network Design Considerations ARCH 2.0: Storage Area Network Design Considerations Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify the components of SAN, the types of storage topologies, and the features and design principles of SAN technologies  more...

ARCH 2 0 Enterprise Data Center Design ARCH 2.0: Enterprise Data Center Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To recognize design considerations for the three layers of the data center, ways to scale the data center architecture, and ways to achieve STP scalability and high availability in the data center  more...

ARCH 2 0 Advanced WAN Services Design ARCH 2.0: Advanced WAN Services Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To recognize the features of optical technologies that support advanced WAN design, Metro Ethernet technologies, VPLS, MPLS, and advanced WAN service implementations  more...

ARCH 2 0 Advanced Addressing and Routing Design ARCH 2.0: Advanced Addressing and Routing Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify the features of advanced IP addressing techniques and advanced routing design, including designing scalable solutions using EIGRP, OSPF, and BGP  more...

ARCH 2 0 Cisco SONA and Cisco Enterprise Architecture Design ARCH 2.0: Cisco SONA and Cisco Enterprise Architecture Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify the features of SONA and PPDIOO, to recognize how to design high availability and optimum convergence in, how to identify designs that support the Layer 2 to Layer 3 boundary in; and how to recognize  more...

A New Manager and the Company s Future A New Manager and the Company's Future Perhaps one of the most exciting and challenging changes that comes with moving into a management role is the need to take a more strategic view of the work you are doing. You need to develop a greater awareness of how your own work, and the work of those in your department, fits with the strategic vision of the company. You will also need to have a  more...

Recruiting Talent Recruiting Talent One of the most significant challenges to the growth and survival of any business is finding and retaining qualified employees. It's not enough to offer an appealing or unique product or service to your customers. A company's people are the new competitive advantage. Those responsible for staffing organizations are not only challenged with finding adequate potential  more...

Tests for Variances and Proportions Tests for Variances and Proportions ASQ Six Sigma Black Belt (SSBB) As a Six Sigma team moves into the Analyze phase of a project, team members begin analyzing the information and data collected in the earlier phases. During the Analyze phase, Six Sigma teams identify possible sources of variation, underlying root causes, and areas for improvement. It is here where assumptions or hypotheses  more...

Six Sigma Measurement Systems Six Sigma Measurement Systems ASQ Six Sigma Black Belt (SSBB) Six Sigma measurement systems are vital to improving an organization's processes. Measurement systems encompass the conditions, devices, and the human element of measurement, which together must produce correct measurements and comply with appropriate standards. Measurement error, or measurement variability, is a problem whose  more...

Introduction to Six Sigma Introduction to Six Sigma When launching General Electric's quality effort in 1995, Jack Welch, the then chairman and legendary champion for the cause of Six Sigma, strongly encouraged his chief employees to become "passionate lunatics" about Six Sigma. Welch's adoption of Six Sigma, and General Electric's ensuing success, greatly contributed to Six Sigma's recognition as a powerful method  more...

Linux Filesystem Management and File Sharing Linux Filesystem Management and File Sharing Linux To describe techniques for managing the Linux filesystem and configuring file and service sharing  more...

Configuring Microsoft Office SharePoint Server 2007 Business Forms Configuring Microsoft Office SharePoint Server 2007 Business Forms Microsoft To deploy Office Forms Server 2007, and configure and manage data connection files, Web Service proxy, and form templates  more...

C 2005 Threading Service Processing and Application Domains C# 2005: Threading, Service Processing, and Application Domains Microsoft To recognize how threading, service processing, and application domains facilitate background system operations, and to implement them in Visual Basic applications  more...

SQL Server 2005 Messaging and Querying Tools SQL Server 2005 Messaging and Querying Tools Microsoft To implement Service Broker components and use full-text search in SQL Server 2005  more...

Oracle Application Server 10g DAS and SSO Oracle Application Server 10g: DAS and SSO Oracle To demonstrate how to manage users and groups with Delegated Administration Service (DAS) and administer the Single Sign-On feature of OracleAS  more...

WSE Implementation with Visual Basic 2005 WSE Implementation with Visual Basic 2005 Microsoft To identify how to enable Web Services Enhancements (WSE) in web service applications, implement filters and policies, and implement key aspects of WSE messaging and routing  more...

Dealing with Irrational Customers and Escalating Complaints Dealing with Irrational Customers and Escalating Complaints Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This  more...

Managing a Customer Focused Department Simulation Managing a Customer Focused Department Simulation Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at  more...

Function Activities Function Activities ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Every IT service requires applications software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both  more...

Technology and Implementation Considerations Technology and Implementation Considerations ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned,  more...

Project Management Overview Project Management Overview PMI Certified Associate in Project Management Certified Associate in Project Management (CAPM) - PMBOK Guide - 4th Edition-Aligned Every project is different. Some are small and straight forward. Others are large and complex. Most are somewhere in the middle. Even though every project is unique, they all have certain attributes in common. Every project has a  more...

Quality Assurance and Quality Control Quality Assurance and Quality Control PMI Certified Associate in Project Management Certified Associate in Project Management (CAPM) - PMBOK Guide - 4th Edition-Aligned There is no question that project quality is essential in ensuring project success; a quality management plan identifies quality requirements and provides all project stakeholders with documented guidelines for delivering a  more...

Cisco CVOICE 8 0 SIP MGCP Signalling Protocols Cisco CVOICE 8.0: SIP & MGCP Signalling Protocols Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Session Initiation Protocol (SIP) is one of the most important voice signaling protocols within service provider VoIP networks and is supported by most IP telephony system vendors. As such, it is an ideal protocol for  more...

Visual Basic 2005 Threading Service Processing and Application Domains Visual Basic 2005: Threading, Service Processing, and Application Domains Microsoft To recognize how threading, service processing, and application domains facilitate background system operations, and to implement them in Visual Basic applications  more...

WSE Implementation with C 2005 WSE Implementation with C# 2005 Microsoft To identify how to enable Web Services Enhancements (WSE) in web service applications, implement filters and policies, and implement key aspects of WSE messaging and routing  more...

Building Rapport in Customer Relationships Building Rapport in Customer Relationships Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent.  more...

Customer Service in the Field Customer Service in the Field How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing  more...

Customer Service Over the Phone Customer Service Over the Phone Can you hear a smile over the phone? When you're providing customer service over the phone without the benefits of face-to-face interaction with your customer it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to  more...

Internal Customer Service Internal Customer Service Do you know who your customers are? In a customer-focused company, everyone knows they are responsible for excellent external customer service, but who meets the needs of internal customers? Whether you realize it or not, when you do things to help other people within your company do their jobs better, you are providing internal customer service. Internal customer  more...

Customer Service Confrontation and Conflict Customer Service Confrontation and Conflict How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense  more...

Shaping the Direction of Customer Service in Your Organization Shaping the Direction of Customer Service in Your Organization There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations and specifically customer service leaders to add value to a customer's experience by creating and implementing strong, clearly-defined  more...

Customer Service Processes and Procedures Customer Service Processes and Procedures Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:  more...

Quality in a Support Center Quality in a Support Center Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the  more...

Support Center Tools Technologies and Metrics Support Center Tools, Technologies and Metrics Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the  more...

The Customer Service Representative CSR The Customer Service Representative (CSR) HDI HDI Customer Service Representative Customer Service Representative Certification Library It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result  more...

Support Center Services and Work Environment Support Center Services and Work Environment HDI HDI Customer Service Representative Customer Service Representative Certification Library This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work  more...

Team and Customer Relationships Team and Customer Relationships HDI HDI Customer Service Representative Customer Service Representative Certification Library This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as  more...

Customer Interactions Customer Interactions Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support  more...

Communication Skills Communication Skills Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the  more...

Conflict Stress and Time Management Conflict, Stress, and Time Management Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the  more...

Introduction to Operational Support and Analysis Introduction to Operational Support and Analysis ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Within the context of ITIL , service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the  more...

Introduction to Event Management Introduction to Event Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are  more...

Introduction to Incident Management Introduction to Incident Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies  more...

Incident Management Interactions Incident Management Interactions ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each  more...

Introduction to Request Fulfillment Introduction to Request Fulfillment ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right whether it be a connection error, system crash, or other  more...

Request Fulfillment Process Interfaces and Challenges Request Fulfillment Process Interfaces and Challenges ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all  more...

ITIL reg and the Service Lifecycle ITIL® and the Service Lifecycle ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL) can help organizations achieve these goals and increase external and internal  more...

Service Strategy Fundamentals Service Strategy Fundamentals ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL ), Service Strategy is a phase of the Service Lifecycle that helps IT organizations create value for their organizations through  more...

Service Strategy Processes Service Strategy Processes ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy. This course will assist the learner in  more...

Service Design Fundamentals Service Design Fundamentals ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL , Service Design is a phase of the Service Lifecycle that helps IT organizations create the design specifications to  more...

Service Design Processes Service Design Processes ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for  more...

Service Transition Processes and Principles Service Transition Processes and Principles ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations need to transition their service designs into operations. Service Transition processes are important to provide companies with information to ensure that their service design solutions will achieve their expectations. This course will help  more...

Service Operation Principles and Functions Service Operation Principles and Functions ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations must manage their day-to-day service operations according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL), Service Operation is a phase of the Service  more...

Service Operation Processes Service Operation Processes ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course is intended to help learners understand  more...

Continual Service Improvement Fundamentals Continual Service Improvement Fundamentals ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations  more...

Identifying Your Customers Expectations Identifying Your Customers' Expectations Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see  more...

Using Surveys to Measure Customer Satisfaction Using Surveys to Measure Customer Satisfaction If you're lucky, your customers will complain when they are dissatisfied with your company's service. If you're not so lucky, they'll say nothing and just take their business elsewhere.It's essential that you keep your fingers on the pulse of customer opinion if you are to prevent them defecting to the competition. You need to measure customer  more...

Bridge the Expectations Gap Bridge the Expectations Gap You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing  more...

Leading a Customer-focused Team Leading a Customer-focused Team The quality of your customer service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed.This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The  more...

Completing Outbound Sales Calls Completing Outbound Sales Calls You might have heard the saying, "it ain't over 'til it's over." This is especially true with inside sales calls. To be a successful inside sales consultant, you need to know how to keep your customer's attention all the way through the close of the sale. In this course, you will learn strategies for contacting the decision maker and for dealing with  more...

Developing Applications that Use SQL Server Support Services Developing Applications that Use SQL Server Support Services Microsoft recognize how to develop and deploy SQL Service Support solutions with Notification Services and Service Broker  more...

Understanding Your Customer Understanding Your Customer Can you imagine trying to sell a product or service to a customer you know nothing about? You probably wouldn't succeed. The better you know your customer, the higher your chance for success. In this course, you'll learn about the first major component of the strategic account sales (SAS) approach: research. You'll start by learning about the key areas to research  more...

ITIL reg V3 Overview Creating a Service Culture ITIL® V3 Overview: Creating a Service Culture Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today\'s competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while maintaining and  more...

ITIL reg Overview Certification and Benefits ITIL® Overview: Certification and Benefits It's widely accepted that certification in a particular subject area builds credibility and trust in your work and performance. Obtaining ITIL V3 certification positions you as a highly-regarded asset to your colleagues, organization, and industry. But how do you know exactly what level of certification is right? And what specific areas, whether  more...

ITIL reg V3 Overview Introduction to the ITIL reg V3 Framework ITIL® V3 Overview: Introduction to the ITIL® V3 Framework A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the  more...

Problem Management Process Interfaces Challenges Problem Management Process Interfaces & Challenges ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze  more...

Understanding Your Target Customer s Business Understanding Your Target Customer's Business Imagine trying to sell a product or service to a customer that you know nothing about. Do you think it would be an easy process? Probably not. The better you know your customer, the better your chances for success. In this course, you'll learn about the first major component of the territorial account sales (TAS) approach--research. You'll gain  more...

Introduction to Problem Management Introduction to Problem Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing  more...

Introduction to Access Management Introduction to Access Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality,  more...

Introduction to the Service Desk Introduction to the Service Desk ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for  more...

Service Desk Metrics and Outsourcing Service Desk Metrics and Outsourcing ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make  more...

Sustaining Organizational Change Sustaining Organizational Change Decisions to transform an organization are vital to the health of the business, and organizational change efforts are often made to improve service, streamline operations, and of course improve the bottom line. After such a transformation in your organization, how do you engage, excite, and support the biggest driver for success in your organization - your  more...

Lean and Six Sigma Lean and Six Sigma ASQ Six Sigma Black Belt (SSBB) Six Sigma is a data-driven improvement philosophy that views all activities within an organization as processes whose inputs can be controlled to effect significant improvements in process outputs. Six Sigma uses a rigorous and systematic methodology known as DMAIC (define, measure, analyze, improve, and control) and a number of qualitative  more...

Common Design for Six Sigma Methodologies Common Design for Six Sigma Methodologies ASQ Six Sigma Black Belt (SSBB) Design for Six Sigma (DFSS) is the methodology associated with the design of a process, product, or service, which results in Six Sigma output that satisfies both the external customer and internal business requirements. DFSS is an innovative strategy for the design or redesign of a process, product, or service from  more...

Introduction to Lean for Service and Manufacturing Organizations Introduction to Lean for Service and Manufacturing Organizations Lean has its origin in the Japanese manufacturing industry in the 1980s as a waste reduction and improvement methodology. However, as it turned out, methods and principles of lean thinking spread to logistics, and from there on to the military and construction industries. Lean methods and principles have since been applied  more...

Using Lean for Perfection and Quality Using Lean for Perfection and Quality Lean methodology comprises a powerful set of tools designed to optimize perfection and quality in a manufacturing or service organization. 5S is a tool for organizing and creating a productive work environment. Hoshin Kanri deals with strategic direction and management to ensure creation of value in products and processes. Jidoka helps identify and solve  more...

Introduction to Functions Introduction to Functions ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam When you hear the term 'manage', you might typically think in terms of people management the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT  more...

Microsoft Windows Server 2003 Creating the Design Microsoft Windows Server 2003: Creating the Design Microsoft To identify the features and design criteria of an administration service and site topology for Windows Server 2003  more...

Customer-Focused Management Customer-Focused Management ASQ Certified Manager of Quality/Organizational Excellence Manager of Quality / Organizational Excellence Sam Walton, founder of Wal-Mart, is reputed to have said, "There is only one boss the customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else." Effective quality management processes focus on the  more...

Cisco CVOICE 8 0 QoS Mechanisms ...ting QoS. Differentiated services (DiffServ) is a multiple-service model for implementing quality of service (QoS) in the network. With DiffServ, the network tries to deliver a particular kind of service that is based on the QoS specified by each packet. This specification can occur in different ways, such as using the differentiated services code point (DSCP) in IP packets or source and  more...

Cisco CVOICE 8 0 Congestion Rate Limiting AutoQos Cisco CVOICE 8.0: Congestion, Rate Limiting & AutoQos Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Queuing algorithms are one of the primary ways to manage congestion in a network. Network devices manage an overflow of arriving traffic by using a queuing algorithm to sort traffic and determine a method of prioritizing the  more...

Moving Business Services Into the Cloud Moving Business Services Into the Cloud This course further explores how cloud service offerings affect service-oriented architecture and traditional IT services and how aspects of cloud services can present new opportunities to businesses. It outlines strategic implication and provides tips on how businesses can attempt to measure the value of transitioning to cloud computing. This course  more...

WINDOWS COMMUNICATION FOUNDATION DEVELOPMENT w NET FRAMEWORK 4 C WINDOWS COMMUNICATION FOUNDATION DEVELOPMENT w/ .NET FRAMEWORK 4 (C#) Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Service Communication Applications (Exam 70-513)  more...

Discovery Routing RESTful Services in WCF 4 Applications with C Discovery Routing & RESTful Services in WCF 4 Applications with C# Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Service Communication Applications (Exam 70-513) This course shows how to implement discovery, routing, and RESTful services in .NET Windows Communication Foundation (WCF) 4 applications using Visual C#. This course is one of a series in the SkillSoft  more...

Securing Managing a WCF 4 Application with C 2010 Securing & Managing a WCF 4 Application with C# 2010 Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Service Communication Applications (Exam 70-513) This course shows how to implement security features such as transport and message-level security, and authentication, authorization and impersonation in a .NET Windows Communication Foundation (WCF) application. It  more...

WCF 4 Contracts Behaviors Data Management Using C WCF 4 Contracts, Behaviors & Data Management Using C# Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Service Communication Applications (Exam 70-513) This course shows how to create and optimize .NET Windows Communication Foundation (WCF) service contracts, data contracts, and message contracts according to the requirements of a WCF application. It details the roles of  more...

Getting Started With WCF 4 Using C 2010 Getting Started With WCF 4 Using C# 2010 Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Service Communication Applications (Exam 70-513) This course introduces the .NET Windows Communication Foundation (WCF) technology and its architecture. It shows how to create a basic WCF service and how to host the service in a managed application, a Windows Service, Internet  more...

Identifying Managing Customer Expectations Identifying & Managing Customer Expectations Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can  more...

Creating Sustaining a Customer-Focused Organization Creating & Sustaining a Customer-Focused Organization To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with  more...

Purchasing Finding Sources of Supply Purchasing: Finding Sources of Supply Your organization's purchases probably account for the largest share of its total costs. Having a clear understanding of your product and service requirements and conveying those requirements to the right suppliers may result in huge savings for your organization. But finding the right suppliers takes effort. First you need to identify the best available  more...

Customer Service Representative Certification Customer Service Representative Certification HRCI HDI Customer Service Representative Customer Service Representative Certification Library  more...

ITIL reg v3 Intermediate Operational Support and Analysis ITIL® v3 Intermediate: Operational Support and Analysis ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam  more...

IT Infrastructure Library ITIL reg v3 Foundations Syllabus v4 2 IT Infrastructure Library ITIL® v3 Foundations Syllabus v4.2 ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam  more...

Operations Supply Chain Management Operations & Supply Chain Management The supply chain is a network of operations running across an organization, which are needed to design, make, deliver, and service products or services for customers. Production, inventory, location, transportation, and information are performance drivers that can be managed to produce the capabilities for a given supply chain. As a part of their overall  more...

Operations Management Product Service Management Operations Management: Product & Service Management Product and service management is the process of designing, creating, and maintaining a product or service through all stages of its lifecycle. It involves a wide range of operations, marketing, and sales related activities. These activities encompass the entire range of product life cycle - from the conception of a new product or service  more...

Marketing Essentials Promotion Marketing Essentials: Promotion How do you get customers interested in your products and services? What kinds of sales and advertising strategies will you use? How will public relations support your promotional strategies, if at all? Promotion, a key aspect of the marketing mix, focuses on raising awareness about your product and service offerings among key customer target groups. This  more...

Marketing Essentials Marketing and Ethics Marketing Essentials: Marketing and Ethics What role does ethics play in marketing? What is corporate responsibility and how is it linked to marketing? In order to develop strong and lasting customer relationships, organizations must ensure their marketing practices are fair, honest, and accurate about their product and service offerings. While marketing is a key business function, it also  more...

Lean Tools Techniques for Flow Pull Lean Tools & Techniques for Flow & Pull The Lean approach is to eliminate waste from an organization's production and fulfillment processes and to maximize every opportunity to improve efficiencies and customer satisfaction. By applying Lean tools and techniques, organizations can become more competitive and responsive to customer demands. For example, the Visual Workplace is a Lean tool  more...

Value Stream Mapping in Lean Business Value Stream Mapping in Lean Business Processes are a part of every business. It is important to graphically depict these processes so areas of waste can be identified and eliminated, creating a more efficient, profitable, and lean organization. This course will enable the learner to create and interpret both current and future-state value stream maps and to recognize how a value stream map  more...

Applying Lean in Service Manufacturing Organizations Applying Lean in Service & Manufacturing Organizations Experts say that becoming a Lean enterprise is largely culture-related. An organization's culture dictates how people work, their attitudes toward work and change, their relationships with each other and management, and the way change is introduced and implemented. Any company that wants to make sustainable improvements can benefit from  more...

Searching Data Using MOSS 2007 Searching Data Using MOSS 2007 Microsoft Microsoft Certified Technology Specialist SharePoint 2007, Application Development (Exam 70-542) The ability to search data is a crucial component of any enterprise application, and Microsoft Office SharePoint Server 2007 provides features to enable this ability. This course describes how to use the Search Service provided by MOSS 2007, including how  more...

Creating a Standard Image to Deploy Windows 7 Creating a Standard Image to Deploy Windows 7 Microsoft Certified IT Professional Windows 7 Enterprise Desktop Administrator Microsoft provides various solutions for deploying Windows 7 to client machines in an enterprise environment. Each solution provides advantages and disadvantages and depends on the company's requirements. One solution is Windows Automated Installation Kit for Windows  more...

Extending WSS with Net Components Extending WSS with .Net Components Microsoft Recognize how to manage WSS security, create and deploy the alerts and timer service and work with event receivers  more...

Reducing Waste Streamlining Value Flow Using Lean Reducing Waste & Streamlining Value Flow Using Lean Eliminating waste is one of the most effective ways to increase the profitability of any organization. Processes either add value or waste to the production of a product or service. The seven wastes originated in Japan, where waste is known as muda. Seven types of waste were originally identified by Toyota's Chief Engineer Taiichi Ohno.  more...

SAP Logistics Modules SAP Logistics Modules SAP The SAP Logistics modules help enable automation of supply chain operations related to logistics. Logistics refers to all the tasks a business performs in order to get a product or service to its desired location or state. This course discusses how the SAP Logistics modules enable Materials Management, Production Planning and Control and ultimately Sales and  more...

SAP ERP Architecture SAP ERP Architecture SAP The SAP ERP architecture has evolved and been refined over a number of decades. This course primarily discusses the SAP R/3 client-server architecture in the context of work processes, SAP R/3 instances, and system landscapes as well as the NetWeaver components that have been introduced to extend SAP R/3 capabilities. It explores how the various SAP systems can be  more...

Name Resolution in Windows Server 2008 Name Resolution in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Network Infrastructure Configuration (Exam 70-642) The Domain Name System (DNS) is a central network infrastructure service and continues to provide enhanced features in Windows Server 2008. With full support for the new, longer addresses of the IP version 6 protocol specification,  more...

Configure Manager Maintain IP Services in Windows Server 2008 Configure, Manager & Maintain IP Services in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Network Infrastructure Configuration (Exam 70-642) Routing services and protocols are vital for maintaining secure and efficient communication in a network infrastructure. Windows Server 2008 provides key services including routing, remote access, and  more...

Denial of Service Session Hacking Denial of Service & Session Hacking Denial of Service and Distributed Denial of Service attacks are common methods used by hackers to disrupt service to networks and to corporate environments. Session hijacking is used by hackers as a method to take over sessions after a user has successfully authenticated with a server. This course examines how DoS and DDoS attacks, along with Bots and  more...

Active Directory Certificate Services in Windows Server 2008 Active Directory Certificate Services in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Active Directory Configuration (Exam 70-640) Windows Server 2008 introduces many new enhancements to the already popular certificate management service. This course covers Certificate Services in Windows Server 2008, which can be used to employ cost effective  more...

Cisco Switch 1 0 Accomodating Voice Video in Campus Networks Cisco Switch 1.0: Accomodating Voice & Video in Campus Networks Cisco Cisco Certified Design Professional (CCDP ) 642-813 Implementing Cisco IP Switched Networks (SWITCH) v1.0 When you are migrating to a VoIP network, all network requirements, including power and capacity planning, must be examined so that voice is seamlessly integrated into the existing network. IP telephony services  more...

Cisco Switch 1 0 Minimizing Service Loss Data Theft Cisco Switch 1.0: Minimizing Service Loss & Data Theft Cisco Cisco Certified Design Professional (CCDP ) 642-813 Implementing Cisco IP Switched Networks (SWITCH) v1.0 In a switched network, a host of attacks can be launched at a switch and its ports. MAC flooding, rogue traffic "hopping" from one VLAN to another, spoofing attacks, as well as DHCP and Address Resolution Protocol (ARP) threats  more...

Dealing with Irrational Customers Escalating Complaints Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in  more...

Support Center Tools Technologies Metrics Support Center Tools, Technologies & Metrics HDI HDI Customer Service Representative Customer Service Representative Certification Library Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and  more...

Quality in a Support Center Quality in a Support Center HDI HDI Customer Service Representative Customer Service Representative Certification Library Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and  more...

Customer Service Processes Procedures Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended  more...

Conglict Stress Time Management Conglict, Stress & Time Management HDI HDI Customer Service Representative Customer Service Representative Certification Library Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be  more...

Communications Skills Communications Skills HDI HDI Customer Service Representative Customer Service Representative Certification Library Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service  more...

Designing Maintaining LDAP Directory Service Designing & Maintaining LDAP Directory Service To outline the maintenance practices of LDAP.  more...

Customer Interactions Customer Interactions HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper  more...

ARCH 2 0 DESIGNING CISCO NETWORK SERVICE ARCHITECTURE 2 0 ARCH 2.0: DESIGNING CISCO NETWORK SERVICE ARCHITECTURE 2.0 Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0  more...

Linux File Sharing Filesystem Management Linux File Sharing & Filesystem Management Linux Professional Institute LPI: Advanced Level Linux Professional Exam 201/202: Advanced Level Linux Professional (LPIC-2) To describe techniques for managing the Linux filesystem and configuring file and service sharing.  more...

Cisco TSHOOT 1 0 Route Redistribution BGP Performance Issues Cisco TSHOOT 1.0: Route Redistribution, BGP & Performance Issues Cisco 642-832 Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 Ideally, a single routing protocol is used to exchange routing information in an enterprise network. However, organizational requirements such as partnerships, mergers, technology migrations, and changes in policy can make it necessary to support the  more...

Cisco TSHOOT 1 0 Troubleshooting FHRPs and Performance Issues Cisco TSHOOT 1.0: Troubleshooting FHRPs and Performance Issues Cisco 642-832 Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 An essential element in building highly available networks is the implementation of a First-Hop Redundancy Protocol (FHRP). FHRPs, such as the Hot Standby Router Protocol (HSRP), Virtual Router Redundancy Protocol (VRRP), and Gateway Load Balancing  more...

Cisco Route 1 0 Connecting the Enterprise to ISPs Cisco Route 1.0: Connecting the Enterprise to ISPs Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 The Internet has become a vital resource in many organizations, and the Border Gateway Protocol (BGP) is an alternative to using default routes to control path selections. Before the connection of an enterprise network to an Internet service  more...

Cisco Route 1 0 The OSPF Routing Protocol Cisco Route 1.0: The OSPF Routing Protocol Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 Open Shortest Path First (OSPF) is one of the most commonly used IP routing protocols in today's networks. It is an open standard that is used by both enterprise and service provider networks. OSPF has several functions and five packet types to  more...

Cisco Route 1 0 Routing Services for Converged Networks Cisco Route 1.0: Routing Services for Converged Networks Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 The convergence of voice, video, and data has not only changed the conceptual network models but has also affected the way that networks support services and applications. Planning routing services to support requirements requires an  more...

VoIP Quality Security VoIP Quality & Security With the proliferation of VoIP in both the home and business environments, concerns such as quality of service and security are being given more attention. This course describes some of the major quality issues, such as delay and jitter, as well as security issues like confidentiality and spoofing, and discusses ways in which to address these concerns.  more...

Designing Data Security High Availability in MS Win Server 2008 Designing Data Security & High Availability in MS Win Server 2008 Microsoft Microsoft Certified IT Professional Windows Server 2008 Enterprise Administrator Enterprise administrators should understand the Windows Server 2008 features that they can implement to increase system and data availability. This course explores features that help secure systems and resources, including the ability to  more...

The Aerospace Defense Industry Overview Version 1 The Aerospace & Defense Industry Overview: Version 1 The aerospace and defense sector is an international multi-billion dollar industry. Key stakeholders include aircraft and aircraft component manufacturers, civil and military avionics service providers, governments, and privately funded research and development organizations. These organizations deliver aircraft and their components, as  more...

The Telecommunications Industry Overview Version 3 The Telecommunications Industry Overview: Version 3 The Telecommunications Industry is to the modern world what the central nervous system is to the human body. Made of a complex set of sectors and subsectors and a variety of stakeholders, this industry builds, maintains, and operates networks to supply an essential service to customers globally. The industry players produce communication  more...

The Federal Government Industry Overview Version 3 The Federal Government Industry Overview: Version 3 The federal government industry is the world's largest service provider with primary responsibility to provide essential services to its citizens funded through its collection of taxes. A federal government is usually comprised of a host of governmental departments and various stakeholders, which can include, but are not limited to,  more...

Monitoring Using Reports in System Center Essentials 2010 Monitoring & Using Reports in System Center Essentials 2010 Microsoft System Center Essentials 2010 allows administrators to actively monitor all objects being managed, ensuring they are running correctly. If a failure occurs or a service is not working properly, they can immediately correct the issue by viewing the alerts that are generated by Essentials monitoring features. Essentials  more...

Customer Driven Process Improvement Basic Framework Customer Driven Process Improvement: Basic Framework Letting customer needs drive your process improvement efforts can increase the chances that your product or service will be favored by customers - the most important stakeholders in your business. Customer satisfaction is critical to the survival of any business. And organizations that focus on improving processes so that they can produce  more...

Customer-Focused Interaction Customer-Focused Interaction Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional  more...

CompTIA Server 2009 Server Functions Network Essentials CompTIA Server 2009: Server Functions & Network Essentials CompTIA CompTIA Server 2009 SK0-003 CompTIA Server 2009 A network may have many servers on it, each playing a unique role. In order for a server to do its job properly, it must have the proper hardware and software installed. A server may be performing a network service, such as DNS or DHCP, serving applications such as e-mail, or  more...

Deploying Windows Server 2008 Servers Deploying Windows Server 2008 Servers Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Applications Infrastructure Configuration (exam 70-643) Windows Server 2008 is the most recent server operating system released from Microsoft. Windows Server 2008 introduces a new updated and redesigned deployment service, formerly known as Remote Installation Services. Windows  more...

Configuring Web Service Protocols in Windows Server 2008 Configuring Web Service Protocols in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Applications Infrastructure Configuration (exam 70-643) Windows Server 2008 and IIS 7.0 enable users to upload and download files and to send e-mail via the company web server. These features are made possible by two optional components in Windows Server 2008; the  more...

Core Configuration for Sharepoint 2010 Core Configuration for Sharepoint 2010 Microsoft Microsoft Certified IT Professional SharePoint Administrator 2010 Microsoft SharePoint 2010 is a business collaboration platform where people can collaborate, set up web sites, manage documents, and provide intelligence to make key business decisions. This course provides an introduction to Service Application for SharePoint 2010 and how to  more...

Planning Sharepoint 2010 Service Applications Component Strategy Planning Sharepoint 2010 Service Applications & Component Strategy Microsoft Microsoft Certified IT Professional SharePoint Administrator 2010 Microsoft SharePoint 2010 is a business collaboration platform where people can collaborate, set up web sites, manage documents, and provide intelligence to make key business decisions. This course provides insight to planning Service Applications,  more...

Oracle SOA Suite 11g Introduction to SOA Oracle SOA Suite 11g: Introduction to SOA Oracle This course outlines the challenges faced by enterprises in integrating applications, and how Service-Oriented Architecture can provide a solution. The various drivers that enable you to build a reference architecture, which is the first step toward embarking into a Service-Oriented Architecture, will also be covered. This course also  more...

Oracle SOA Suite 11g SOA Governance Service Design Oracle SOA Suite 11g: SOA Governance & Service Design Oracle In this course, the need for governance in a Service-Oriented Architecture environment is highlighted, and the different characteristics related to service management are covered. You are also introduced to the concepts that enable defining and implementing a service. This is an important aspect of designing an SOA system as it  more...

Oracle SOA Suite 11g SOA Composite Applications Oracle SOA Suite 11g: SOA Composite Applications Oracle In this course, the need of governance in a Service-Oriented Architecture environment is highlighted. It also introduces the various service artifacts and service classification in a Service-Oriented Architecture environment.  more...

Business Contact Manager with Outlook 2007 Business Contact Manager with Outlook 2007 Microsoft Microsoft Outlook 2007 with Business Contact Manager helps to save time and improve sales and marketing to ensure excellent customer service by providing customer and contact management in one central location. It allows you to easily manage all your contacts, customer information, and opportunities in one location making it easier to find  more...

Cisco IUWNE 1 0 Unified Wireless Network Basic Architecture Cisco IUWNE 1.0: Unified Wireless Network Basic Architecture Cisco Cisco Certified Network Associate Wireless (CCNA Wireless) 640-721 Implementing Cisco Unified Wireless Networking Essentials 1.0 Depending on the size of a wireless network, the number of deployed access points (APs) can run from a single AP to thousands on a single campus. As WLANs get bigger and the number of devices grows,  more...

Cisco IUWNE 1 0 Access Point Management Cisco IUWNE 1.0: Access Point Management Cisco Cisco Certified Network Associate Wireless (CCNA Wireless) 640-721 Implementing Cisco Unified Wireless Networking Essentials 1.0 The primary function of an access point is to provide entry onto a network to wireless clients. However, access points can also be expected to monitor channels to detect rogues or interference, locate devices, or help  more...

Cisco IUWNE 1 0 Introducing Installing Administering WCS Cisco IUWNE 1.0: Introducing, Installing & Administering WCS Cisco Cisco Certified Network Associate Wireless (CCNA Wireless) 640-721 Implementing Cisco Unified Wireless Networking Essentials 1.0 The Cisco Wireless Control System (WCS) is an optional network component that works in conjunction with lightweight access points (APs), controllers, and the Cisco Wireless Location Appliance. With  more...

Visual Basic Threading Service Processing Application Domains Visual Basic: Threading, Service Processing & Application Domains Microsoft This course covers how to implement Threading, and Service Processing in Visual Basic. Additionally, this course covers configuring and managing application domains.  more...

Data Service Integration With VB 2008 and ASP NET 3 5 Data & Service Integration With VB 2008 and ASP.NET 3.5 Microsoft Visual Basic 2008 and ASP.NET 3.5 provide developers with the ability to integrate both data and services into an ASP.NET 3.5 Web application. This course identifies the steps for displaying and modifying data in an ASP.NET Web application, by accessing data using data-bound and data source controls, as well as ADO.NET, and  more...

Getting Started With WCF Getting Started With WCF Microsoft This course introduces the .NET Windows Communication Foundation (WCF) technology and its architecture. It shows how to create a basic WCF service and how to host the service in a managed application, a Windows Service, Internet Information Service (IIS), or Windows Process Application Activation Services (WAS). It also covers how to generate a client proxy  more...

WCF Contracts Behaviors and Data Management WCF Contracts, Behaviors and Data Management Microsoft This course shows how to create and optimize .NET Windows Communication Foundation (WCF) service contracts, data contracts, and message contracts according to the requirements of a WCF application. It details the roles of channels and how to choose an appropriate binding for an application. It also covers how to implement different data  more...

Using SQL Server 2008 Messaging Full-Text Search Scripts Track Changes Using SQL Server 2008 Messaging, Full-Text Search, Scripts & Track Changes Microsoft Microsoft Certified Technology Specialist SQL Server 2008, Database Development (Exam 70-433) SQL Server 2008 provides many components to ensure that database developers can perform many tasks within the database without having to create custom applications. SQL Server's Service Broker component allows  more...

Deploying Delivering SQL Server 2008 Reporting Services Reports Deploying & Delivering SQL Server 2008 Reporting Services Reports Microsoft Microsoft Certified Technology Specialist SQL Server 2008, Business Intelligence Development and Maintenance (Exam 70-448) This course discusses features and tasks performed by administrators when working with SQL Server 2008 Reporting Services (SSRS) reports and content. After reports have been created and  more...

Maintaining SQL Server 2008 Reporting Services Maintaining SQL Server 2008 Reporting Services Microsoft Microsoft Certified Technology Specialist SQL Server 2008, Business Intelligence Development and Maintenance (Exam 70-448) Administration and maintenance of Microsoft SQL Server 2008 Reporting Services and its components is key in providing customers and clients access to the Business Intelligence information they need. This course  more...

Oracle Database 11g Configure Manage Use Services in RAC Oracle Database 11g: Configure, Manage & Use Services in RAC Oracle A service is a grouping of related tasks within a database with common functionality, quality expectations, and priority relative to other services. It provides a single-system image for managing competing applications running within a single instance and across multiple instances and databases. Using standard interfaces,  more...

Oracle Database 11g Basic User Strong Authentication Oracle Database 11g: Basic User & Strong Authentication Oracle A basic security requirement is that you must know your users. You must identify them before you can determine their privileges and access rights, so that you can audit their actions on the data. This course covers creating and auditing database authenticated users and operating-system-authenticated users. It explores  more...

Oracle Database 11g Enterprise User Security Proxy Authentication Oracle Database 11g: Enterprise User Security & Proxy Authentication Oracle Enterprise User Security addresses the user, the administrative, and the security challenges by centralizing storage and management of user-related information in a Lightweight Directory Access Protocol-compliant directory service. This course describes the basic components of Enterprise User Security. It shows the  more...

Oracle Database 11g R2 Installation Oracle Restart Oracle Database 11g R2: Installation & Oracle Restart Oracle Oracle Database 11g Release 2 offers a unique scale-out technology with a single database instance, lower server and storage costs, and increased availability and scalability. It also provides customers with improved user service levels, reduced down-time, and more efficient use of IT resources as well as an increased level of  more...

Oracle Database 11g R2 The ASM Instance Network Connectivity Oracle Database 11g R2: The ASM Instance & Network Connectivity Oracle Oracle Database 11g Administrator Certified Associate 1Z0-052 Oracle Database 11g: Administration Workshop I Release 2 Oracle Database 11g Release 2 offers Automatic Storage Management (ASM), which eliminates the need for many tasks that are required on a non-ASM storage environment by the DBA. Some of these tasks include  more...

Oracle Database 11g R2 Moving Data Oracle Support Oracle Database 11g R2: Moving Data & Oracle Support Oracle Oracle Database 11g Administrator Certified Associate 1Z0-052 Oracle Database 11g: Administration Workshop I Release 2 From time to time Oracle DBAs are required to move data. Oracle Database 11g Release 2 offers various ways to complete this task, including Oracle Data Pump, SQL*Loader, and the use of external tables. DBAs are also  more...

Operations Mangement Inventory Management Operations Mangement: Inventory Management Inventories include an organization's raw materials, work in process, supplies used in operations, and finished goods. A major part of organization's capital and costs are involved in maintaining and managing inventories. Consequently, organizations work to achieve an ideal size of inventory to reduce costs and improve the bottom line while ensuring  more...

Operations Management Forecasting Capacity Planning Operations Management: Forecasting & Capacity Planning Customer demand for products and services changes constantly. Forecasting and capacity planning ensure that resource are managed so that customer demand is met in the right amount, at the right time, with the right quality. Demand forecasting helps companies determine the supply of products and services needed to meet customer demand.  more...

Operations Management Operations Scheduling Operations Management: Operations Scheduling Operations scheduling involves the distribution and use of an organization's resources - in other words, its human resources, equipment, and facilities - to produce the goods and services needed to meet forecasted customer demand. Two important activities within the scheduling function are loading and sequencing. Loading means assigning  more...

Operations Management Management of Quality Operations Management: Management of Quality Quality means different things to different people, organizations, and industries. However, according to quality guru Joseph Juran, quality means "fitness for use," and another quality guru, Philip Crosby, puts it as "conformance to customer requirements." These two important aspects are common to most definitions of quality. Management of quality  more...

Operations Management Facilities Planning Management Operations Management: Facilities Planning & Management Managing facilities plays an important role in integrating employees, work processes, and work locations with an organization's production system. This integration is essential to productivity and customer-focused production. Decisions about facility location must consider access to customers, resources, and utilities. Layout of  more...

SAP Customer Relationship Management CRM SAP Customer Relationship Management (CRM) SAP The SAP CRM module provides an organization with the tools to obtain, retain, and grow profitable customer relationships. An organization can use this module to effectively plan and manage marketing, sales, and service campaigns as well as analyze related processes. SAP CRM supports the entire customer relationship cycle, beginning with customer  more...

Programmatically Working with Permissions the BCS Service Mode Programmatically Working with Permissions & the BCS Service Mode Microsoft Microsoft Certified Technology Specialist SharePoint 2010, Application Development (Exam 70-573) Microsoft SharePoint 2010 is a business collaboration platform where people can collaborate, set up web sites, manage documents, and provide intelligence to make key business decisions. This course provides insight into  more...

Cloud Technology Enablers Cloud Technology Enablers This course takes a closer look at the main enabling technologies and core components that allow clouds to function. While the cloud is not necessarily dependant on virtualization, it's widely accepted that any competitive cloud will utilize it. Infrastructural and network connectivity considerations of the modern datacenter are greatly influenced by the  more...

Migrating Infrastructure to the Cloud Migrating Infrastructure to the Cloud This course explores the steps you should take in determining if your infrastructure has components that are suitable for a cloud solution. It discusses the Service Oriented Architecture (SOA) and grid computing, and highlights characteristics that make these infrastructures suitable or unsuitable for extension to the cloud. The course also explores the  more...

Identity Presence Privacy Identity, Presence & Privacy As we move towards more applications being delivered via the cloud, and businesses using a cloud computing models, we also need to consider the implications for the management of identity. This course ensures you are familiar with identity and access management (IAM) and the common industry protocols used to extend identity to the cloud. It covers the concept of  more...

ITIL reg 2011 Edition Overview Creating a Service Culture ITIL® 2011 Edition Overview: Creating a Service Culture ITIL Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while  more...

ITIL reg 2011 Edition Overview Introduction to the ITIL reg Framework ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework ITIL A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an  more...

ITIL reg 2011 Edition Overview Certification Benefits ITIL® 2011 Edition Overview: Certification & Benefits ITIL It's widely accepted that certification in a particular subject area builds credibility and trust in your work and performance. Obtaining ITIL certification positions you as a highly-regarded asset to your colleagues, organization, and industry. But how do you know exactly what level of certification is right? And what specific  more...

ITIL reg 2011 EDITION OVERVIEW ITIL® 2011 EDITION OVERVIEW ITIL  more...

Evaluating Supplier Performance Managing Supplier Relationships Evaluating Supplier Performance & Managing Supplier Relationships Evaluating the performance of your suppliers and maintaining mutually fulfilling relationships with them are essential activities in supplier relationship management. There are many types of supplier-related problems that you may have to deal with, and effective purchasing personnel use key performance criteria to analyze and  more...

Grammar Mechanics Brush-up This is a 4 week refresher in the mechanics of English grammar. This course is an instructor-led course. Students are to submit their work directly to the instructor for review and applicable feedback commentary. The instructor for this course is Dezra Lehr-Guthrie. Ms. Lehr-Guthrie is freely accessible to her students via email at . This course will refresh your skills for college, on the job,  more...

Wordtracker Tutorial - Sneak past your competition with the right keywords! This tutorial will show you how to efficiently and effectively use the Wordtracker keyword search service to identify those keywords and keyword phrases that few websites are indexed for in the search engines. Optimizing your site for these keywords or phrases greatly increases your chance for ranking high in search engine results!  more...

Beginning Webmastering Techniques( with site design/management focus ) Moderately Technical--HTML, DOM, CSS, UI design/layout database issues. Topics Covered : Site design, Performance Tuning, Adding audio, video and simple add-ons and also a broad overview of other Webmastering areas of speciality. Prerequisite: Some programming experience is helpful. Familiarity with networking concepts will also be helpful. Software/Hardware Requirement : A student will need to  more...

Transitional Services: Part I Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part II Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part III Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part IV Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part V Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Legal Research and Writing This course guides students on how to do legal research and writing. After completing this course, the student is expected to have acquired the basic skills necessary for writing legal documents. The course is designed to give the student exposure to writing briefs, pleadings, (including motions, complaints, answers, appeals, etc.) and even some basic legal correspondence. The Student should  more...

Complete Course in Professional Medical Transcription Using MIME Method of Instruction Professional Edition This course utilizes proven methods that provide the student with the necessary knowledge and skills to immediately start working either from home or on-site as a qualified MT professional. Twice as much dictation over Student Edition and additional MT modules. 12 month completion schedule. This complete course combines the most valuable and state of the art training methods available today for  more...

Master Search Engine Optimization Competencies for Web Developer (MSEOC) This certification has been designed for individuals who have previously enrolled in any web-based search engine training courses or seek Certification based on your search engine training and experience alone. The Internet search engines continue to evolve and with it, the strategies for effective web site promotion and marketing. Search engine submissions when done by certified professionals  more...

An Introduction to Controlling Costs to Make Your Restaurant Profitable An overview course on how to manage costs associated with running food service facilities.  more...

Learn How to Repair Computers: Get Certified in 7 weeks Discontinued. This course has been replaced by Course Number 3509.If you do not see this course listed contact customer service at EST. Have you ever wished you knew enough about computers to repair them? Are you tired of hearing about other people making $50 to $200 an hour as a computer technician, perhaps with their own business? Would you like to have a piece of the pie to? Well now, you  more...

Take Control of IIS This course describes how to install and configure Microsoft 2000 Web and FTP services. Do you need to set up a Web server for your home, small office, or corporation? This course shows, using a real-time, full-screen display, everything you need to do set up Web and FTP servers with the Microsoft 2000 or NT operating systems. All the procedures you need are shown just as you would perform them  more...

QuickBooks Pro 2000 Level 1 This introductory course takes the student through the basic accounting functionalities of QuickBooks Pro 2000. The course will also show basic QuickBooks users how to use Help features to assist them in answering their questions. This introductory course takes the student through the basic accounting functionalities of QuickBooks Pro 2000. The topics that will be discussed include creating a  more...

Building Strong Customer Relationships Course description -- This course will help you get to know your customer as you use the tools that are provided to conduct customer audits and listen to customer feedback. There are techniques for developing a customer focus and gaining the commitment of all employees to excellent customer service. A company-wide customer friendly culture will be just one of the payoffs youa ™ll get from  more...

Dealing with Difficult Customers Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET  more...

How To Master Customer Service Course description -- Customer service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very  more...

Telephone Skills for Quality Customer Service Course description -- Telephones are an everyday part of business and often aid in your customersa ™ first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions,  more...

A Day 3 - Chapters 10-13 This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This third of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers power supplies, power protection devices, and power chains; video cards and printers; modems, dialers, and dial-up networking; and Windows NT, including the registry, remote  more...

A Day 4 - Chapters 14-18 This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This fourth of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers the skills needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and  more...

A+ 2003 Complete Bundle (90 days of online training for PC Technicians) This Online training provides a comprehensive study package designed to prepare a computer technician for CompTIA`s A+ 2003 Certification exam. The A+ 2003 Complete Bundle package features: +Prerequisite study material. +A prerequisite test to help gauge your level of preparation. +More than 28 hours of interactive, multimedia training. +More than 1,000 pages of printable reference material to  more...

Influence Your Customer to Take Action and Buy Achieve the right personal chemistry throughout the selling process. Selling is a balance of give and take. You give your customer what they want to know about your product or service can do for them, and then they `take` it from you in exchange for a price. Most often referred to as closing, you ask them to make a decision by suggesting they take action. According to the old school of  more...

Selling the Way Your Customer Buys Learn how to read your clients,adapt your presentation and build a solid business relationship. Effective client reading requires careful observation and listening skills. At the core of an effective sales relationship is the ability to act as a consultant who solves problems. Whether you spend six months or six minutes with someone, today?s buyers expect you to show you care, to pay attention to  more...

How to Ask The Right Questions To Maximize Influence And Minimize Objections Develop a deliberate strategy that results in overcoming objections and makes and keeps the sale. More important than what you say is what you ask. People believe their answers to questions more often than they believe you. When you invest your time by maintaining a relaxed, inquisitiveness earlyon, you save time later. People give you the information you need to maximize your influence. By using  more...

How to Serve Your Customer This course explores how to create better customer service in a variety of atmospheres and locations. This course explores how to create better customer service in a variety of atmospheres and locations. The course works for the beginning worker or management level.  more...

Basics of Effective Selling Course description -- Selling is a complex and sophisticated process, but successful sales begin and end with the basic essentials. This course includes an overview of the selling process, and provides worksheets and checklists to take you from contact list through sales call and on to follow-up and referrals. There are tools for identifying the features and benefits of your product and service,  more...

Information Technology Infrastructure Library (ITIL) This eLearning course has been designed to offer a high level introduction to the concepts, terms, benefits, and relationships within the core IT Service Management processes and functions, according to the Information Technology Infrastructure Library (ITIL) best practice framework. ITIL is becoming the standard of choice for many organizations in terms of operating IT practice as well as  more...

HIPAA Privacy Training & Certification Program Learn how to adminster the federally-mandated HIPAA Privacy rules and earn a "Certified HIPAA Privacy Administrator" designation. This self-paced course qualifies for 8 hours of PHR/SPHR re-certification credits and can be completed either at one time or over several sessions. The complex privacy requirements of the Health Insurance Portability and Accountability Act (HIPAA) has broad application  more...

Providing Excellent Customer Service in a Multicultural Environment This course will help you begin to understand people with different cultural experiences and will give you some guidelines to help you serve multicultural customers. Providing excellent customer service in a multicultural environment Serving diverse and multicultural customers is an exciting and challenging part of working in libraries today. But it also presents situations that may be new and  more...

Cisco CCNA WAN Protocols HDLC, PPP This Unit introduces you to various WAN services, Point-to-Point Protocol, SDLC, HDLC and DDR supported topologies. This course is one of twelve necessary to be able to pass the qualification exams to gain the IT industry certification Cisco Certified Network Associate. (CCNA) This unit introduces you to the various WAN services, such as Frame Relay, ISDN, and X.25. It explains the connection  more...

Lockout Tagout How much is a hand, an eye, or even a life worth? We ™re sure that this is a question your company never wants to answer. Welcome to Lockout Tagout How much is a hand, an eye, or even a life worth? We?re sure that this is a question your company never wants to answer. Your employee may have used your equipment for years, doing the same thing every day, but one day something is different.  more...

Accelerate your Business Growth--Instructor-Led A Trump U Course- Business is dynamic. If you`re not able to adapt and change your competitors will. Only the innovative survive. In this course, learn to grow your business with new products and services. Professor Don Sexton of Columbia University Business School will show you how -- with real-world examples and video tutorials. Students may complete this course within a reasonable period of  more...

Accelerate your Business Growth--Self-Directed A Trump U Course- Business is dynamic. If you`re not able to adapt and change your competitors will. Only the innovative survive. In this course, learn to grow your business with new products and services. Professor Don Sexton of Columbia University Business School will show you how -- with real-world examples and video tutorials.Students may complete this course within a reasonable period of  more...

Bartending the Easy Way-Online This exceptional online bartending course will prepare you to work as a professional bartender in all types of establishments. Bartending requires so much more than knowing how to put ice in a glass and adding the proper ingredients. This class will prepare you to be a great salesperson, a customer service expert and an honest and valuable employee, skills that will help you succeed throughout  more...

Bartending to the Max-Online This exceptional course is a combination of Bartending the Easy Way and Professional Bar Management. The in-depth lessons will prepare you to work as a professional bartender in all types of establishments. If you are serious about the bar business, this course will also expand your knowledge into the area of management, including inventory, profits and staff issues. This information could lead to  more...

Build Your Own BIZ - Customer Service Strategies This course will help you understand the importance of customer service and help you define who your customers are, how to measure customer service, and determine the appropriate methods for obtaining customer feedback. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special  more...

Complaints And Angry Customers DISCONTINUED--See Replacement Courses 3431-B, Dealing With Customer Complaints. The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they ™ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings  more...

Cruise Line Certificate Program - Instructor Led The Cruise Line Certificate program provides comprehensive training necessary to work for a cruise line. This includes instruction in cruise product, air reservations and customer service. The Cruise Line Certificate Program consists of six individual courses (see course list below). Each course includes instruction, student-instructor interacation through email and message boards, assigments and  more...

Customer Service Certificate This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Welcome to Customer Service  more...

Customer Service for Bars and Restaurants-Online Restaurant owners understand how important customer service is for a pleasant dining experience and bar owners know that excellent and friendly service are vital to repeat business. From this online course employees will learn sales techniques, in addition to hospitality skills. Bar and restaurant consultant, Kellie Nicholson, stresses the value of a smile and a kind word for greater tips and the  more...

Customer Service Plus The difference between success and failure in today ™s business environment is customer service. In this course you ™ll learn the basics of customer service and how to consistently provide high-quality customer service. User is given 1 year access to this course. Customer Service Plus The difference between success and failure in today?s business environment is customer service. In  more...

Demanding Customers The Demanding Customers course guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn ™t right, but who is a customer, and who with skill will still be one in  more...

Hotel Certificate Program - Instructor Led The Hotel Certificate Program provides comprehensive training necessary to become an effective travel professional in a hotel. This includes instruction in hotel products, sales and customer service and ground transportation. The Hotel Certificate Program consists of four individual courses (see course list below). Each course includes instruction, student-instructor interacation through email  more...

ISO 9001:2000 General Employee Training ISO 9001:2000 is the standard for quality management systems, and a good tool to improve overall business execution. This course provides a basic understanding of ISO 9001:2000: what it is and what it requires from a company. The student has up to 1 year to access the training. However, it must be completed at one sitting, it cannot be saved and restarted later. ISO 9001:2000 General Employee  more...

Legal Transcription Training This unique and totally on-line program teaches you to do legal assistant, transcription and legal secretarial work. Many opportunities exist to specialize in various types of law, real estate, criminal, family, personal injury, business, etc. The course was designed by a recognized leader in development of training materials. This course offers a Certificate of Completion allowing you to sit for  more...

Listening Skills for the Workplace This short course is designed to increase your knowledge of, and consider your attitude toward, listening to other people in everyday life. It includes a detailed assessment, discussion of why people filter and block communication. Listening Skills for the Workplace There is an expanding awareness in business of the value of good listening skills. To ignore this important tool in today`s  more...

Management & Leadership Continuous Quality Improvement (CQI) Training Program This course will teach you how to effectively and efficiently implement a system of Continuous Quality Improvement (CQI) for your organization. In the 21st Century, and its global economy, the skill of continually improving quality is vitally important to an organization's longevity and success. Whether you are in the service or production business, this course provides a proactive method of  more...

Management & Leadership Decision Support Systems Training Program This course will teach you how to effectively and efficiently implement a system of management and leadership Decision Support and decision making. In the 21st Century, and its global economy, the skill of decision making is vitally important to an organization's longevity and success. This course provides a proactive method of effective and efficient decision making. The decision making process  more...

Productivity Management & Leadership Success Training Program This course will teach you how to effectively and efficiently Improve Productivity, Organizational Morale and Quality simultaneously. In the 21st Century, and its global economy, the skills of Productivity Management and Leadership Success are vitally important to an organization's longevity and success. This course provides a proactive method of addressing issues of low employee morale, high  more...

Professional Bar Management Mastery Level Certification The hospitality industry continues to grow each year, creating a demand for skilled managers. One challenge facing bar and restaurant owners and managers is that most hospitality programs are long-term and expensive. This is due to the wide range of subject material, much of which is never applied in the real world. Thus, too many managers go without any formal training and often find themselves  more...

Sales Through Service Skills Sales through Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the sales through service ™ process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyze what the customer wants and needs by combining active  more...

Six Sigma Management and Leadership Training Program This course will teach you about the methodology and implementation of Six Sigma in your organization. Self-Directed. Many organizations use our courseware for their yellow belt, green belt, and black belt programs handling the project components internally on real life (versus contrived) situations. In the 21st Century, and its global economy, the skills of Process Efficiency is paramount to an  more...

Success Strategies Training Program for Management & Leadership This course will teach you how to effectively and efficiently implement a system of Management & Leadership Success Strategies for your organization. In the 21st Century, and its global economy, the skill of successful managers and leaders is vitally important to an organization`s longevity and success. Whether you are in the service or production business, this course provides a proactive method  more...

Tour Operator Certificate - Instructor Led The Travel Agent Certificate provides comprehensive training necessary to become an effective tour operator. This includes instruction in the ground transportation, air reservations, tour products, sales and customer service and air fares. The Tour Operator Certificate Program consists of seven individual courses (see course list below). Each course includes instruction, student-instructor  more...

Travel Agent Certificate Program - Instructor Led The Travel Agent Certificate provides comprehensive training necessary to become an effective travel professional. This includes instruction in the Sabre Computer Reservation Systems, travel reservations, fares and tickets, leisure travel products, destination geography and travel sales and customer service. The Travel Agent Certificate Program consists of twelve individual courses (see course  more...

Build Your Own BIZ - Bootstrap Marketing This course will help you create a marketing plan and learn to promote your product effectively.You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business  more...

Build Your Own BIZ - Branding and Beyond Learn how to use branding to set your product or service apart from the competition and build value. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business  more...

Build Your Own BIZ - Customer Service That Sells Develop an internal customer service culture that is dedicated to serving your customers. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business situation.  more...

Build Your Own BIZ Comprehensive Certificate Complete, Build Your Own BIZ package is a web-based resource of 17 comprehensive modules designed to help you work smarter, stay competitive, and make more money. You can complete your course of study sooner than the time period stated. You will have 1 year access to this course from the day of enrollment. Group discounts available. Build Your Own BIZ? Build Your Own BIZ? is a web-based  more...

Dealing with Customer Complaints When customers complain, it shows they care. You want customers to complain so you can fix the problem. The challenge is to know the best way to resolve the situation. During this program, you'll learn why an organization should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.The  more...

Microsoft Exam 70-536: TS: Microsoft .NET Framework - Application Development Foundation This course offers you the most effective way to earn your Microsoft Certified Technology Specialist (MCTS). The MCTS 70-536 course teaches students how to develop applications that use system types and collections, how to implement service processes, threading, and application domains in a .NET Framework application, embedding configuration, diagnostic, management, and installation features into  more...