Online Customer Service eLearning
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From 123-CBT Computer Based Training
Dealing with Irrational Customers and Escalating Complaints

...ers 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 course describes how to properly support an irrational customer, handle emotional
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Managing a Customer Focused Department Simulation

...ever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to help your representatives meet this demand. The Managing a Customer-focused Department Simulation is designed to help managers, supervisors, and team leaders motivate, manage, and support customer
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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
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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,
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Building Rapport in Customer Relationships

...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. This course covers how to build rapport with customers
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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
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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
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Internal Customer Service

...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 service
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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
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Shaping the Direction of Customer Service in Your Organization

...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 service standards. To
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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:
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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
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Support Center Tools Technologies and Metrics

...e 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 management and measurement tools a professional CSR is expected to use when dealing with individual
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The Customer Service Representative CSR

...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
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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
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Team and Customer Relationships

...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 well as the team as a whole. It also
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Customer Interactions

...r 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 a
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Communication Skills

... 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 customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also
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Conflict Stress and Time Management

...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 proper methods needed to resolve conflicts, manage time,
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Bridge the Expectations Gap

...eceive from your company. Perhaps policies that impact on customer service are set without input from either the customers themselves, or the frontline employees who are the best qualified to know what customers want. Maybe your company's advertising is making promises that your employees can't keep, no matter how hard they try. Directed towards "the usual suspects" in this way, you can make
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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.
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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
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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
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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
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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
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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
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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,
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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
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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
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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
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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
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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
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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
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Customer Service Representative Certification

Customer Service Representative Certification HRCI HDI Customer Service Representative Customer Service Representative Certification Library
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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
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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
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Dealing with Irrational Customers Escalating Complaints

...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 place so
more...
Support Center Tools Technologies Metrics

...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 processes that both guide and measure his performance.
more...
Quality in a Support Center

...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 procedures can be established to recognize
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
more...
Conglict Stress Time Management

...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 an enormously stressful and
more...
Communications Skills

...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 Representative (CSR) must understand
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Customer Interactions

...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 procedures and processes
more...
Customer-Focused Interaction

... 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 methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these
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Business Contact Manager with Outlook 2007

... 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 and manage. It also allows you to create marketing campaigns and send them to prospective customers, as well as track any
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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
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From Online Training Directory
Learn How to Repair Computers: Get Certified in 7 weeks


... 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 can.
You will learn what makes a computer tick,
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Learn How to Repair Computers: Get Certified in 7 weeks
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
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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
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How To Master Customer Service



...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 important, difficult
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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,
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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
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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
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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.
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Providing Excellent Customer Service in a Multicultural Environment
...p 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 unsettling for you.
This course will help you begin to understand people with different cultural experiences and will give you
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Bartending the Easy Way-Online
... 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 life. The lessons taught are extremely beneficial to managers, waitresses and novice bartenders, also.
Bartending the Easy Way-Online For those who are serious about becoming a professional bartender, this course could be completed
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Bartending to the Max-Online
... basics of tending bar, this course emphasizes ethics and customer service, which is invaluable knowledge for anyone who works in a bar or restaurant. The class is extremely beneficial to bar owners, managers, waitresses and novice bartenders, also. Hollywood bartender Kellie Nicholson has condensed over twenty-five years of experience into a course that will give you the confidence to step
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Build Your Own BIZ - Customer Service Strategies
...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 attention to key points so you may successfully apply
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Cruise Line Certificate Program - Instructor Led
...ludes 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 a final exam. Courses require 20- 30 contact hours for completion and are self paced but individual courses
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Customer Service Certificate
...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
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Customer Service for Bars and Restaurants-Online
...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 return of loyal customers.
Customer
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Customer Service Plus
...ss 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 this course you?ll learn
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Hotel Certificate Program - Instructor Led
...l. 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 and message boards, assigments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but
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Professional Bar Management Mastery Level Certification
...profits, sales promotions, hiring and training employees, customer service and all staff issues. Unlike long-term hospitality programs, this practical and effective course acts as a supplement, concentrating solely on the bar area. Simplified and easy to comprehend, you will not waste time learning useless information and you will be prepared to handle the physical, emotional and mental demands
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Tour Operator Certificate - Instructor Led
...ransportation, 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 interacation through email and message boards, assigments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but
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Travel Agent Certificate Program - Instructor Led
...avel products, destination geography and travel sales and customer service.
The Travel Agent Certificate Program consists of twelve individual courses (see course list below). Each course includes instruction, student-instructor interaction through email and message boards, assignments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but individual
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Build Your Own BIZ - Customer Service That Sells
...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.
Create a Culture
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Build Your Own BIZ Comprehensive Certificate
...f-paced study modules in the areas of Business Operation, Customer Service, Finance, Sales and Marketing, and Human Resources. FREQUENTLY ASKED QUESTIONS What is Build Your Own BIZ?? Build Your Own BIZ? is a comprehensive Web site that provides small business owners with timely expert advice, actionable templates, and mission-critical insights to daily challenges in the following areas:
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Dealing with Customer Complaints
...on 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 student will have access to this course for 1 year. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. This is not for a beginner. For PC
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Adobe 80 Course Online Library
Experience the power of visual learning at its very best. Train at your own pace and work alongside industry experts online. This comprehensive library of 80 different Adobe Online Courses gives you total and complete access for one full year. Why enroll in a single online course when you can have access to 80 different Adobe courses? Updates to course content are continuously made.
Adobe 80
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From 123-CBT Computer Based Training
Measuring Customer Satisfaction Simulation
Stratoscape Creations is an industry-leading producer of multimedia and gaming products. They are responsible for bringing to the market some of the most popular flight simulators and first-person adventure games of the last decade. But competition has grown increasingly fierce in the industry, and Stratoscape is starting to feel the bite of an up-and-coming company, Tempest's Core. It's game time
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Measuring Customer Satisfaction Simulation
Customer Service Agent Skills Simulation
Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist
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Frontline Call Center Skills Simulation
This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker." This simulation is based on the series "Frontline Call Center Skills" and contains
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Technical Support Agent Skills Simulation
Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson
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Internal Customer Service Conflict and Complaints Simulation
...customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice handling customer service complaints
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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:
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Call Center Communication Skills
...tion skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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Call Center Customer Service
...customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new
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Call Center Telephone Sales
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
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The Inbound Call Center
Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework
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Inbound Call Center Management Leadership
Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware
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Inbound Call Centers People Management
...call center manager, you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union
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Inbound Call Center Technology
Today, the technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how
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Performance Metrics for an Inbound Call Center
The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze
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Excellence in Internal Customer Service
...d highly competitive business climate, offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external
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Working with Internal Customers
...customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately
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Overcoming Internal Customer Service Problems
...rnal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In this course, you'll learn the art
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The Customer Service Agent in Action
...customer service agents (CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer
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Professional Skills for Customer Service Agents
...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 a
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Managing Challenges in Customer Service
...customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed,
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Cross-selling in a Customer Service Call
...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 efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue
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Discovering What Your Customers Want
The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics.When customer satisfaction programs begin with a survey, and not a plan, the
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Developing Customer Satisfaction Surveys
By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art.In this course, you'll learn to use the principles of survey design
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Customer Satisfaction Analysis and Implementation
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are
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The Contact Center and the Technical Support Agent
In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as
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Technical Support Essentials
These days, technical support agents (TSAs) can't provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to
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Assessing Customer Behavior
In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in
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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.
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Essentials of Business Law Employment Law

...lation, you will meet with Kent Redburn, a relatively new Customer Service Representative for Icon. As Kent a a s immediate supervisor, you are meeting with him today to try to orient him into his new role in the company. The two of you will discuss Kent a a s responsibilities as an agent and your responsibilities as his principal. Unit 2: Employment Laws (0.5 - 1 hour)
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Consulting Skills Serving as an Internal Consultant

... In this simulation, you have spoken with sales reps and customer service supervisors, and determined that many customers are not receiving their orders on time, which is costing your division sales and customer loyalty. You have also discovered that the warehouse relies on hard copies of purchase orders instead of using an electronic inventory management system. You have developed a proposal
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Introduction to E-Commerce

...commerce to a business enterprise.
Identify e-commerce customer service issues.
Identify the benefits of business-to-business e-commerce.
Identify the benefits of business-to-consumer e-commerce.
Identify e-commerce communication technologies.
Identify types of digital products.
Unit 2: E-Commerce Standards (2 hours)
Identify the role of standards within industry.
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CIW E-Commerce Designer Part 2 Product Marketing

...b marketing can achieve. Identify ways to provide online customer service. Match the types of online promotion with their features. Identify categories of Web sites that are defined by marketing activities. Identify the features of banner ads. Audience Candidates for this exam design and implement commerce-driven Web sites, identify customer needs, monitor customer usage patterns,
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Access XP Fundamentals

...de a range of other job types such as Junior Secretarial, Customer Service etc. Typically learners will work in an office environment (possibly networked) producing documents/spreadsheets and/or databases/Web pages. Learners will need a basic knowledge of either Microsoft Office 97 or 2000 programs and be familiar with Windows 9X or later operating system(s). Content Emphasis Informational
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Self Development Developing Rapport Through Communication

...n, you will meet with Kathy Fuller, one of Icon's veteran Customer Service team leaders. As a new Sales Team Leader, you are trying to build strong working relationships with some of the established leaders of the department. In order to achieve a good relationship with Kathy, you will need to adapt to her while communicating, encourage her to communicate with you, handle any conflict that may
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Time Management Developing a Plan

... In this simulation, you will meet with two Customer Service Representatives, Stacey Brighton and Carol Chung, to discuss the benefits of completing a time audit. Stacey has been late with a number of call reports, and Carol is behind on the customer evaluation project, making the time audit a necessary step in improving each employee's time management. First, you will meet with
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SAP R 3 v4 6 SD Custromer Service Representative

...Customer Service Representative course aims to provide the basic knowledge required to start and log on to the R/3 System, Release 4.6. The student will be given an overview of the basic sales processes and how Sales and Distribution is integrated and organized in the R/3 System. Additionally, this course describes the master data used by sales employees. Furthermore, the student will be
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Creativity Innovation Thinking Creatively

In Creativity and Innovation: Thinking Creatively, you will learn to meet the demands of creative thinking in the workplace. This program will help you develop your creative thinking skills and allow you to practice using the creative thinking process. Learn To Identify the stages of the creative process. Recognize techniques that will
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Interpersonal Communication Listening Skills

Interpersonal Communication: Listening Skills teaches you how to develop the skills you need to be a critical listener and how to respond appropriately to speakers. In this program, you will have the opportunity to visit with a listening expert and practice skills in a work environment. Both activities will help you improve your listening skills and decrease listening problems in the workplace.
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Interpersonal Communication Telephone Skills

...Learn To Provide efficient customer service through good telephone skills. Demonstrate behavior callers appreciate. Use screening methods. Distinguish between high and low priority calls. Take accurate messages. Increase your
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Excellence in Service Fundamentals for Employees

...to customers, fulfill their needs, and develop a positive customer service attitude. You will understand the importance of going beyond just satisfying customers. You will also differentiate between internal and external customer needs and understand the relationship between supporting your internal team and how it positively enables you to exceed your external customer's expectations.
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Excellence in Service Working With Upset Customers

...e your stress. Learn To: Identify how to manage customer service stress by learning how to control your emotions and reduce your stress level. Identify how to use positive non-verbal and verbal communication when offering customer service and how to avoid common negative filters. Identify how to serve upset customers by learning how to calm them, how to follow the Five A process,
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Excellence in Service Communicating With Customers Virtually

...(0.5 hours) Sequence the steps for providing quality customer service over the telephone. Identify guidelines for placing a customer on hold. Identify guidelines for transferring a customer's telephone call. Identify guidelines for using voice mail. Identify guidelines for leaving voice mail messages. Unit 3: Practicing E-mail Etiquette (1 hour) Identify ways to compose
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Excellence in Service Creating an Exceptional Service Environment

...ecessary foundation to help employees deliver exceptional customer service. You will learn steps for writing your customer service vision statement, as well as suggestions for ensuring that the appropriate processes and systems are in place to support exceptional customer service. You will also learn ways to be a role model of exceptional customer service for your employees. Learn To:
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Excellence in Service Establishing Service Standards

...t to learn how to establish service standards and build a customer service team. Deployment: e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: .2 CEUs Language Options: US English Total Learning Time: 2 hours Objectives: Unit 1: Understanding Customer Expectations (0.5 hours) Identify the information you should know to understand your
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Excellence in Service Building a Customer Service Team

...Customer Service Team, you will learn techniques to successfully select, train, and motivate employees to form a customer service team. You will identify important aspects of employment laws that affect your search for quality service employees. You will also learn how to develop a training program that is suitable for your customer service team and that will meet your organization a a s
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Excellence in Service Building Lasting Customer Relationships

...t to learn how to establish service standards and build a customer service team. Deployment: e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: .2 CEUs Language Options: US English Total Learning Time: 2 hours Objectives: Unit 1: Understanding Value (0.5 hours) Identify the components of the Value Triangle. Identify common value
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Call Center Inbound Customer Service

...Customer Service, you will identify what challenges come from the situation, the caller, and the environment. You will learn what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs. Learn To Understand your role as a representative of your company. Maintain a
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Call Center Mgt Measuring Quality Performance

...o discuss purchasing a VRU. Laura Dennis, the Director of Customer Service, will be sitting in on the meeting. This is your second meeting with Paul, and it has already been decided that Icon will purchase the equipment from VoiceRally. Your goal during the meeting is to choose the best VRU features for your call center, as well as determine other strategies that can be used to manage call
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Customer Relationship Mgt Fundamentals of CRM

...nce This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English 2 to 4 hours Objectives Unit 1:
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Customer Relationship Mgt Implementing CRM

...nce This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time 2 to 4 hours
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Customer Relationship Mgt eCRM

...nce This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time 2 to 4 hours
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Recruiting Retention Internet Recruiting

... In this simulation you will meet with Customer Service directors Terry Jones and Caroline Harris, who are looking to fill Customer Service representative positions. They both have specific requirements on the skills and qualifications they desire for the positions. As a member of Icon a a s Human Resources, you will help David and Caroline put together a posting site that
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Recruiting Retention Keeping Your Good Employees

...Services Division. Linda will need to hire two additional Customer Service Representatives as part of a departmental expansion. In addition, she will be responsible for the orientation of the new employees. Linda has some experience with recruiting employees but has never been in charge of a new-hire orientation program. As Linda's manager, you will need to explain the importance of retaining
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Decision Making Problem Solving Problem Solving Fundamentals

In Decision Making & Problem Solving: Problem Solving Fundamentals, you will learn to use a systematic approach to solve problems. In this program, you will face several problems in your organization and successfully use your problem solving skills in order to produce a positive outcome. Learn To Identify different ways problems can be handled.
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Leadership Development Delegation

...is simulation, you will meet one of the Loan Department's Customer Service Agents. You will review his progress on a new assignment and identify problems that are hindering his success. You will also want to help him formulate a plan to complete his project. Unit 4: Delegating During a Project (0.5 - 1 hour) Avoid common delegation obstacles.
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Leadership Development Motivation

...Overview: In this simulation, your Customer Service Manager has received feedback from sales representatives and several customers. They are regarding the attitude of an employee in the Technical Support Department. Unit 3: Motivating an Overachieving Employee (0.5 - 1 hour) Identify the three major methods of redesigning a job.
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Strategic Decision Making Making the Right Decision

... for Icon's e-books call center. Icon's effective 24-hour customer service center is located in Graytown, Arizona. However, Icon has been in discussions with a company located in India, which provides outsource call center support for American companies. Many executives look at the cost savings of approximately $7,020,000 a year and think the decision to close the Graytown center is obvious.
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Essentials of Management Maintaining a Productive Workplace

... this simulation, you will meet with Eric Pullman, Icon's Customer Service Manager, and Julie Edwards and David Williamson, two of Icon's Customer Service Representatives. The purpose of this meeting is to address the recent decline in Icon's customer service ratings. As the Associate Vice President of Products and Services, it is your responsibility to help this team resolve any issues that
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Managing Performance The Performance Appraisal Process

... In this simulation, you will meet with Patty Chen, a Customer Service Representative, to review the self-evaluation portion of the performance appraisal process. As Patty's supervisor, you will need to emphasize the importance of the self-evaluation and give Patty clear instructions on how to complete this aspect of the appraisal process. Next, you will meet with Susie Darnell, a co-worker
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Business Ethics Organizational Ethics

...mputer Hardware and Software division, you will meet with Customer Service Manager, Deborah Cowan, Marketing Director, John Cunningham, and Product Manager, Terry Jones, to discuss a production-related ethical dilemma. Icon has been advertising an introductory special on a personal computer scheduled to be available to consumers in time for the holiday sales rush. Due to recent delays in the
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Managing Change Implementing the Change Process

...eeting is to effectively communicate the need for the new customer service program as well as gain support from the team leaders. Unit 2: The Change Vision (0.5 - 1.5 hours) Sequence the steps for developing a change vision. Develop a change vision. Identify the guidelines for communicating a change vision.
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Team Leadership Developing A High Peformance Team

...upervisor, Dean Kramer, Marketing Director, Ronald Spear, Customer Service Manager, and Elizabeth Thomas, Sales Director. You need to follow the steps for building a team communication process. Unit 3: Leading Effectively (1 - 2 hours) Identify characteristics of leadership styles. Follow steps for guiding a team. Identify
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Team Conflict Overcoming Conflict with Communication

...t with John Cunningham and Marcus D'Angelo, two of Icon's Customer Service Managers in the Telecommunications Division. You have all been chosen to be part of a team that will evaluate the current employee recognition program. A recent employee survey revealed a great deal of dissatisfaction with the current recognition program, which consists of a yearly awards program. Marcus feels this plan
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Team Participation Team Communication

...International's Regional Vice Presidents of Sales and the Customer Service Manager. You will be addressing a recent communication breakdown between the sales personnel and the customer service representatives. The miscommunication dealt with a discounted finance charge on corporate loans over $250,000. Subsequently, the confusion resulted in negative publicity for the company. Unit 3:
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Project Teams Applying Team Building Techniques

...recent problems with Icon's MECA software. Nancy Hurst, a Customer Service Manager, has received numerous complaints about the lack of compatibility between MECA and other hardware and software. Eric Jenkins, a Marketing Coordinator, has also run into problems competitively marketing this outdated software against the newer software offered by Icon's competitors. Mildred Parcells, the team
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Project Teams Building a Project Team

... a troubleshooting project team made up of Nancy Hurst, a Customer Service Manager, Nathan Iverson, a Marketing Analyst, and Monica Washington, a Product Development Engineer. The X42, an experimental microchip Icon recently developed for its robotics division, was prematurely approved for market release ninety days ago. Consequently, immediately after the X42 was released, a new bug was found
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Organizational Learning Developing a Knowledge Mgmt System

...glas, an Accounting Supervisor, and Mildred Parcells, the Customer Service Manager. You have asked the three of them to serve on the company's knowledge assessment team and will be discussing the process for auditing the organization's current knowledge assets. Your goal for the simulation is to effectively follow the process for performing a knowledge assessment. Unit 3: Designing a
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SAP R 3 4 6 Curriculum

...ntant SAP R/3 4.6 Cost Centre Accountant SAP R/3 4.6 SD Customer Service Representative Customer Relationship Management SAP R/3 Business Warehouse Configuration Overview Business Information Warehouse Config II SAP Strategic Enterprise Management (SEM) SAP Advanced Planner & Optimizer (APO) - Overview mySAP.com Workplace Overview SAP R/3 FI AR / AP: Organization, Master Records and
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Excellence in Service Series

The Excellence in Service Series includes the following courses: Excellence in Service: Fundamentals for Employees Excellence in Service: Solving Customer Problems Excellence in Service: Working with Upset Customers Excellence in Service: Communicating with Customers Virtually Excellence in Service: Creating an Exceptional Service Environment Excellence in Service: Establishing Service
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Telephone Skills Professionalism Through Basic Skills

...ill meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you're in your first week of orientation training. In this training session, you are going to put basic telephone skills into practice by taking your first live call. First, you and Kim will go over a few points about greeting callers, then you will take your first
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Frontline Leadership Knowledge in the Workplace

...meet with Eric Jenkins and Cindy Becker. Eric is the lead Customer Service Representative in the Software Department of Icon's Consumer Products and Services Division, and Cindy is the lead Customer Service Representative for the Computer Hardware Department. You must follow the process for helping your employees overcome obstacles that could prevent them from exchanging knowledge. Unit 3:
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Motivation Fostering Employee Motivation

In Motivation: Fostering Employee Motivation, you will learn how managers can successfully motivate employees by measuring and building the motivation levels of their employees, how to determine motivational responsibility, and how to recognize motivators and de-motivators. You will also learn how to motivate employees with specific needs, how to build relationships that increase motivation, and
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Motivation Motivating Through Rewards Recognition

...ion, you will meet with Amy Johnson, a recently appointed Customer Service Supervisor, to discuss how she should reward employees in her department. Since Amy is relatively new to the process of offering rewards and recognition, she has come to you to for advice. It is your responsibility to instruct her how to reward her employees in ways that are actually motivating for them. In the second
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Motivation Empowering to Increase Motivation

... Consumer Products and Services Division, where you are a Customer Service Representative Supervisor, has decided to take steps to increase the level at which it empowers its employees. Caroline is meeting with all of the managers in the division to ensure that everyone is familiar with the role empowerment plays in the workplace. She will ask you a series of questions about the characteristics
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Scoping the Six Sigma Project
...wn solutions, identifying projects that will truly impact customer service while also improving the bottom line can be challenging. When pressure mounts, it's tempting to act too quickly and possibly solve the wrong problem. In this course, you'll learn what a Six Sigma team should focus on, and more importantly, what the team should avoid in order to make Six Sigma projects successful. You'll
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Making Telephone Calls Count
...istening skills, you'll be able to deliver truly superior customer service. Different customers have different communication styles. By tuning into each customer's communication style and responding appropriately, you'll make stronger connections and build better rapport. In today's automated world, sometimes, just the act of getting a human being on the other end of the telephone can be quite
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The EXCEL Acronym Instilling Service Excellence
...customer service commitment, it's helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you, but seeking help and knowing where to find it can improve your service abilities.
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Service Teams and Service Stars
...urse will move you to the level of stardom in the area of customer service. In profiling the highest achievers, you will grasp the meaning of leadership, the importance of long-term focus, and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of
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From Learn Skills
Customer Service and Consulting



This title offers a series of ready to deliver topics
covering the basics of serving customers and
consultative selling. The consultative approach
combines interpersonal skills with expertise in product,
service and support to provide a professional, relevant
and personalised service.
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Customer Service and Consulting
Managing Quality Customer Service



...customer service took a leap during the 80s and 90s due in part to the Quality initiative taking place during these decades. For an organization to succeed, intensely managing service quality is absolutely essential. It is only through customer alignment that the organization is on track toward a single, shared vision of customer focus and customer value; a vision that energizes people and the
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From Training Partners Plus, Inc
Retail Basics Sales and Service
This course concentrates on associate basic sales and service skills that are needed in order to create a positive shopping experience and increase sales opportunities. To ensure effectiveness, the Sales and Service Skill Standards, developed by the National Retail Federation (NRF), have been integrated through the course.
Includes examples from the following retail sectors:
Hospitality,
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Cashier Service Basics
This course focuses on service behaviors at the point of sale. Basic cashier services skills require balancing interpersonal service skills with adherence to store policies and procedures to ensure a lasting impression on the customer. Note: This course does not cover how to use specific POS systems typically offered by the POS manufacturer.
Includes examples from the following retail sectors:
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We're All Different


After exploring how misunderstandings resulting from our differences can have an impact on the work environment and store sales, store associates will learn to use the SHOES method to overcome verbal and non-verbal communication barriers.
Includes examples from the following retail sectors:
Clothing, Gift Shop, Music, Department, Lawn & Garden, Jewelry, Electronics, Pharmacy,
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Merchandising Basics
Store associates will learn basic merchandising terminology and the basic merchandising activities they will perform inside and outside the store.
Includes examples from the following retail sectors:
Automotive, C-Store, Department Store, Clothing, Electronics, Furniture, Grocery, Hardware, and Sporting Goods
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Appearance and Attitude


Retail store associates will learn why dress codes are important to retailers and how their appearance and attitude contribute to the storea s image, product sales, and the customera s shopping experience.
Includes examples from the following retail sectors:
Mena s Clothing, Womena s Clothing, Hardware, Grocery, Gift and Books, Wine Store,
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Greeting Customers


Store associates will learn when and how to greet customers in order to create a positive shopping experience and increase sales opportunities.
Includes examples from the following retail sectors:
Grocery, Clothing, Gift Shop, Hardware, Music, Car Dealership, Florist, Department Store
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Suggestive Selling
Store associates will learn when and how to use three suggestive selling techniques to provide great customer service and increase store sales.
Includes examples from the following retail sectors: Mena s Clothing, Womena s Clothing, Hardware, Grocery, Gift and Books, Wine Store,
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Welcome to Retail


After a brief history of retail and its significance to the economy, store associates will learn about the various retail job responsibilities and career opportunities within the context of the Five P Retail Mode.
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From 6P International, LLC
Customer Service
...Customer service plays an important role in almost all aspects of business. Good customer service is essential in order to increase sales (products or services) and compete in a market. This course gives you a basic knowledge of customer service, how customer service representatives can enhance the quality of customer service, vital points to remember when dealing with healthcare facility
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From Resources Unlimited
DiSC Profiles
DiSC is a model of human behavior that helps people understand "why they do what they do." The DiSC dimensions of behavior (Dominance, influencing, Steadiness, and Conscientiousness) make up the DiSC model and interact with other factors to describe human behavior.
Organizations worldwide have embraced DiSC to reduce conflict, build stronger teams, reduce stress, increase sales, improve
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From Serebra Learning Corporation
Customer Focused Management
...es, needs, and expectations. Strategies for incorporating customer service principles are also analyzed. It is aligned with the Quality Management Division of the American Society for Quality's Certification Handbook and is designed to assist learners as part of their preparation for the ASQ Certified Manager of Qua Corporate directors of quality, quality managers and executives involved with
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Call Center Components
This WestNet e-Learning module discusses the features, benefits, and integration issues of each one of a call center's basic tools.
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Preparing for the Executive-level Sale Simulation
...ment function. Because they place such a high emphasis on customer service and fast turnaround times, they want to keep hands-on control of the operation. They are being very cautious as they look for a solution. Using the three roles of the salesperson (ambassador, consultant, and Those sales people wanting to move up into executive sales roles, and any sales managers with responsibility for
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Progressing through the Complex Sale Simulation
...nt function. However, because of their strong emphasis on customer service and turnaround times, they are being very cautious as they evaluate a solution. Your goal is to convince them that outsourcing is the best option and that DME should be a preferred supplier. Your ultimate goal is to gain access to the economic buying influence and to enter the negotiation phase. Your effort includes
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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
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Call Center Operations Call Center Technologies
This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
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Introducing Contact Centers Contact Center Essentials
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Introducing Contact Centers CSR Success Criteria
This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Introducing Contact Centers Customer Response Etiquette
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Communicating Effectively Build Customer Rapport 1
This course will help learners adapt their communication styles to build a successful rapport with others. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Communicating Effectively Build Customer Rapport 2
This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Handling Contacts Professionally Maximize Call Performance 1
This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Handling Contacts Professionally Maximize Call Performance 2
This course discusses several methods that learners can employ to ensure that the customer contact is a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Preparing for Mutual Success Satisfy Customer Needs
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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Preparing for Mutual Success Reduce CSR Stress
This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies
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The Inbound Call Center
Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework
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Inbound Call Centers People Management
...call center manager, you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union
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Excellence in Internal Customer Service
...d highly competitive business climate, offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external
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Working With Internal Customers
...customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately
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Overcoming Internal Customer Service Problems
...rnal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In this course, you'll learn the art
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Internal Customer Service Conflict and Complaints Simulation
...customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice handling customer service complaints
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The Customer Service Agent in Action
...customer service agents (CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer
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Professional Skills for Customer Service Agents
...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 a
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Managing Challenges in Customer Service
...customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed,
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Cross-selling in a Customer Service Call
...lexibility 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 efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue
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Customer Service Agent Skills Simulation
...cal to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist in the company's central call center. This simulation is based on the SkillSoft series "Customer Service Agent Skills" and contains links to the following courses: CUST0151, CUST0152, and CUST0153. Customer service
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Identifying Your Customer s 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 demonstrated, what external influences generate
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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 satisfaction on a regular basis, and this course will
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Bridge The Expectations Gap
...eceive from your company. Perhaps policies that impact on customer service are set without input from either the customers themselves, or the frontline employees who are the best qualified to know what customers want. Maybe your company's advertising is making promises that your employees can't keep, no matter how hard they try. Directed towards "the usual suspects" in this way, you can make
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Leading A Customer-Focused Team
...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 first lesson explains how to work together to set the
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Managing a Customer-focused Department Simulation
...ever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to help your representatives meet this demand. The Managing a Customer-focused Department Simulation is designed to help managers, supervisors, and team leaders motivate, manage, and support customer
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Interacting with the Customer
...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 a customer, how to overcome communication problems, and how
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Call Center Customer Service
...customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new
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Call Center Communication Skills
...tion skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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Call Center Telephone Sales
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
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Effective 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 Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt
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Managing Conflict Stress and Time
Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, 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 proper methods needed to resolve conflicts, manage
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Customer Support Specialist Simulation
You are a call center representative for BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry,
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Customer Service Procedures
...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: how to properly support a customer, how to provide accurate documentation, and how
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Making Telephone Calls Count
...istening skills, you'll be able to deliver truly superior customer service. Different customers have different communication styles. By tuning into each customer's communication style and responding appropriately, you'll make stronger connections and build better rapport. In today's automated world, sometimes, just the act of getting a human being on the other end of the telephone can be quite
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Leading from the Front Line Simulation
...tive and lead from the front line. As the Manager for the Customer Service Team for Cross & Witherson, Unlimited, you have been made aware of a growing problem with product returns. Using your management and persuasive skills, you must convince both your manager and your fellow co-workers of the value of exploring a possible solution--the creation of a knowledge base. This simulation is based
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Scoping the Six Sigma Project
...wn solutions, identifying projects that will truly impact customer service while also improving the bottom line can be challenging. When pressure mounts, it's tempting to act too quickly and possibly solve the wrong problem. In this course, you'll learn what a Six Sigma team should focus on, and more importantly, what the team should avoid in order to make Six Sigma projects successful. You'll
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Business Contact Manager with Outlook 2007
... 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 and manage. It also allows you to create marketing campaigns and send them to prospective customers, as well as track any
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Customer Service : Why Care for Customers?


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course will help you understand
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Customer Service : Who are your Customers?


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course will help you understand
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Customer Service : Preparing for Customer Contact


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course will help you prepare
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Customer Service : First Impressions


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. First impressions last...and last
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Customer Service : CARE Brain-teasers


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course provides an opportunity
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Customer Service : Handling Customer Complaints


Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer whose complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with demanding customers. It will help you to take a professional approach to
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Customer Service : Handling Angry Customers


Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer who's complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with angry customers and diffuse the tension. It will help you to take a
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Phone Skills : Preparing for a Call


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your records and appointment book up to date. It will help you
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Phone Skills : Transferring Calls


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on dealing with protective secretaries and answer phones. It
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Phone Skills : Ending a Call and Following Up


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your records and appointment book up to date. It will help you
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Phone Skills : Taking and Leaving Phone Messages


In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully.
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Phone Skills : Giving & Getting Information by Phone


In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It
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Phone Skills : Negotiating on the Phone


In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and
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Phone Skills : Cold Calling & Selling by Phone


In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good
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Phone Skills : Handling Angry Callers


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication skills. You can explore how to make your point assertively
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Phone Skills : Making Difficult Calls


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills. It explores some general tips and hints for making
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Phone Skills : Essential Phone Communication Skills


... You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It emphasises the importance of active listening, examines
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Customer Service : CARE for your Customers


...olatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course introduces the mnemonic
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Putting Customers First


Learn why you must care for your customers In today's business environment there's often little to choose between one organisation's products/services and another's. Quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.
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Excellence in Service: Providing Superior Customer Service
In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints.
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Excellence in Service: Communicating with Your Customers
In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively
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Excellence in Service: Building a Customer Service Team
In Excellence in Service: Building a Customer Service Team, participants learn techniques to help them select qualified employees, as well as how to conduct an interview. Participants will also learn how to train and empower employees and how to reinforce and recognize desirable behavior.
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Excellence in Service: Creating Customer Loyalty
In Excellence in Service: Creating Customer Loyalty, participants will learn how to create a customer service climate, as well as how to provide memorable service on a regular basis. In addition, participants will learn how to understand customers' experiences, encourage loyalty from them, and form a partnership with them.
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The Professional Teller: Providing Customer Service


...Customer Service offers the student an overview of the customer service process and how it affects relationships with customers. The program also covers how to understand the needs of angry customers, as well as how to serve them using a process designed specifically for serving angry customers. In addition, the program instructs the student how to use verbal and nonverbal communication in
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