Online 7 Sequence Of Service eLearning

Customer Focused Management 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 customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to  more...

The Process of Globalizing a Product or Service Actually going global takes both planning and doing. In this course, you'll learn about the three major steps you need to cover to globalize a product or service. First, pick the right geographic location for your corporate goals and create a good plan for globalizing the product or service you're working with. Then "globalize" your product or service and let the world know you're open for  more...

Customer Relationship Management Fundamentals of CRM Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the  more...

ITIL Service Level and Capacity Management IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services  more...

ITIL Problem and Change Management Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve  more...

ITIL Continuity and Availability Management American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and  more...

Technical Support Agent Survival Skills Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills. Technical Support Agents seeking to acquire new skills or improve the  more...

Professional Skills for Customer Service Agents As a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering  more...

Cross-selling in a Customer Service Call If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing  more...

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 exactly that, and you'll be shown how  more...

The Call Center Industry When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:  more...

Managing the Quality of the Customer Support Service 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 processes involved in incident  more...

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

Globalization and Your Company This course will help you decide if globalization really makes sense for your product or service. You'll learn about the challenges of taking a product or service global, and ways to determine global readiness. You'll also explore business approaches for globalization, including the development of foreign operations. Executives, managers, supervisors, team leaders, and other business professionals  more...

Six Sigma and the Voice of the Customer Do you know the phrase, "caveat emptor"? It's a Latin term that means, "Let the buyer beware." It's also a legal principle stating that consumers must purchase goods at their own risk, because unless specifically asked, the seller is generally under no obligation to disclose defects. Caveat emptor once struck fear in the hearts of many wary consumers. Fortunately, the tide has turned. Increased  more...

Six Sigma Listening to the Voice of the Customer Let the buyer beware. That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers. Now there's a new reality: Competition for consumer attention is intense across all industries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and want.  more...

Six Sigma DMAIC Analyzing the Process Imagine the perfect cup of coffee--it tastes and smells great, it's served at exactly the right temperature, and, best of all, it satisfies you every time. Because it's perfect, you find yourself returning again and again to the cafe that sells it. The perfect cup of coffee--or the perfect product or service--is what Six Sigma is all about. To achieve Six Sigma, a product or service has to be 99.9  more...

Processes for Quality Products and Services The ISO 9000:2000 standard structures its Quality Management System (QMS) model into four major areas: Management Responsibility, Resource Management, Product Realization, and Measurement, Analysis, and Improvement. Product Realization is one vital component of the standard. This course examines how one can apply the ISO standards to all the processes required to produce a product or service. The  more...

Using SOAP To understand how to create SOAP documents that support web services Application and web developers wishing to attain competency in developing web services using the main web service technologies SOAP, WSDL, and UDDI; systems analysts and systems architects needing a thorough knowledge of service-oriented architecture concepts and web service technologies  more...

Oracle Application Server 10g DAS and SSO To demonstrate how to manage users and groups with Delegated Administration Service (DAS) and administer the Single Sign-On feature of OracleAS DBAs, developers, and other IT professionals planning to take Oracle Application Server 10g certification examinations; anyone interested in the technical aspects of Oracle Application Server 10g  more...

VoIP Signaling and H 323 Call Control To identify the role of signaling and call control in a VoIP network, configure H.323 gateways and gatekeepers, and identify the various commands used to monitor and troubleshoot H.323 IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the Cisco Certified Voice Professional certification (CVOICE 642-432)  more...

ACS for Windows Server To configure Cisco Secure ACS for Windows Server The primary target includes network designers, network administrators, network engineers, and system engineers.  more...

A+ Certification Part 3 - Motherboards, Processors, Memory, and Printers This is the third course in a seven part series that teaches students both theoretical and practical instruction on the principles, types, and characteristics of motherboards, processors, and memory. The student will also be instructed on printer types and basic printer concepts, as well as printer components, functions and service techniques.  more...

Oracle Applications Release 11i: Workflow - Part 2 Oracle Applications Release 11i: Workflow - Part 2 explains the administrative features of Oracle Workflow 2.5. Oracle Workflow 2.5 is a stand-alone, complete management system that supports business process definition and automation. The course explains the directory services in Workflow and the Workflow Engine. In this course, the learner gains practical experience in monitoring a workflow  more...

Supporting Routing and RAS for Microsoft Windows NT Server 4.0 - Part 4 This course is the final part of a four part series for system administrators which will provide the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0.  more...

Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0 - Part 2 This is the second course in a four part series for IT professionals who intend to set up, configure, use and support TCP/IP on Microsoft Windows NT 4.0. The series aims to enable the professionals to pass Microsoft exam 70-59, Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0.  more...

Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0 - Part 4 This is the final course in a four part series for IT professionals who intend to set up, configure, use and support TCP/IP on Microsoft Windows NT 4.0. The series aims to enable the professionals to pass Microsoft exam 70-59, Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0.  more...

Customer Relationship Management Implementing CRM Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM. This series is intended for managers, supervisors, customer service representatives, and anyone  more...

MS VB .NET: Distributed Applications Part 1: Web Services This course shows learners how to create and consume XML Web services, .NET Remoting objects, and Windows Services by using Visual Studio .NET and the Microsoft .NET Framework.  more...

MS VB .NET: Distributed Applications Part 4: Debugging The Microsoft Visual Basic .NET-Distributed Applications Pt 4: Debugging course shows learners how to test XML Web services and server components. The course also covers debugging XML Web services, .NET Remoting objects, Windows services, and serviced components by using Visual Studio .NET and the Microsoft .NET Framework.  more...

MS Windows Server 2003 Planning Active Directory Pt 1 This is the first course in a three-part series of the Microsoft Windows Server 2003 Management curriculum that prepares participants for the Microsoft MCSE Exam 70-294: Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure. This course introduces the Active Directory directory service infrastructure, forest and domain structure, and the concepts  more...

Oracle9i Database Administration: Set Up Oracle Net Services This course covers the architecture and configuration of Oracle Net Services. It details client-server and web implementations, in addition to additional features such as Dynamic Service Registration and the use of the Oracle Names Server as an LDAP Proxy. This course also discusses the configuration of the Oracle Shared Server and Oracle Names Server.  more...

Introduction to ASP.NET Part 3: Web Services and Web Applications This is the final course in a three part series that covers Web services and enhancing the functionality of Web applications by using ASP.NET. The learner will be introduced to the concept of Web services, learn to call and use a Web service and to create a Web service using Microsoft Visual Basic. Topics also covered are enhancing Web application functionality, technologies such as state  more...

MS VB .NET: Web Development Part 4: XML Web Services and State Management This course introduces the XML architecture in the ASP.NET. Participants are stepped through the creation and use of XML Web services. Also, state management, application and session variables, and cookies are covered.  more...

MS VB .NET: Web Development Part 5: Web Applications This course teaches the configuration and deployment of Web applications in Visual Basic .NET. The implementation of accessibility, online user assistance, and globalization are covered. Web Application security features including Windows-based authentication, form-based authentication, Microsoft Passport authentication, and XML Web service security are also taught.  more...

A+ Certification Part 3 - Motherboards, Processors, Memory, and Printers This is the third course in a seven part series that teaches students both theoretical and practical instruction on the principles, types, and characteristics of motherboards, processors, and memory. The student will also be instructed on printer types and basic printer concepts, as well as printer components, functions and service techniques.  more...

Server+ Certification Part 1: Installation and Configuration The is first course in a four part series on CompTIA's Server+ certification. This course presents students with guidelines for conducting pre-installation planning activities. They will also learn how to install hardware using ESD best practices, the basics of server configuration and the features of the different operating systems. It also covers the load placed on a server when you run  more...

Server+ Certification Part 2: Upgrading The is the second course in a four-part series on CompTIA's Server+ Certification. This course covers performing different types of backups and how to verify that a backup has taken place. Different types of upgrades that can be performed, such as adding a processor and hard drive, increasing memory, upgrading BIOS/firmware are covered. In addition, upgrading both internal and external peripheral  more...