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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  more...
Tour Operator Certificate - Instructor Led on-line e-learning cbt (computer based) ...transporation, 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  more...
Travel Agent Certificate Program - Instructor Led on-line e-learning cbt (computer based) ...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  more...
Providing Excellent Customer Service in a Multicultural Environment on-line e-learning cbt (computer based) ...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  more...
Professional Bar Management Mastery Level Certification on-line e-learning cbt (computer based) ...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  more...
How to Serve Your Customer on-line e-learning cbt (computer based)study at homecoursewareSelf Directed This course looks at increasing customer service levels. This course explores how to create better customer service in a variety of atmospheres and locations. The course works for the beginning worker or management level.  more...
Hotel Certificate Program - Instructor Led on-line e-learning cbt (computer based) ...l. This includes instruction in hotle 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  more...
Customer Service Certificate on-line e-learning cbt (computer based) ...series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Welcome to Customer Service  more...
Customer Service for Bars and Restaurants-Online on-line e-learning cbt (computer based) ...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  more...
Customer Service Plus on-line e-learning cbt (computer based) ... success and failure in today s business environment is customer service. In this course you ll learn the basics of customer service and how to consistently provide high-quality customer service. User is given 1 year access to this course. Customer Service Plus The difference between success and failure in today?s business environment is customer service. In this course you?ll learn the  more...
Cruise Line Certificate Program - Instructor Led on-line e-learning cbt (computer based) ...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  more...
Build Your Own BIZ(tm) 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:  more...
Build Your Own BIZ(tm) - 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  more...
Build Your Own BIZ(tm) - 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  more...
Bartending to the Max-Online on-line e-learning cbt (computer based) ... 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  more...
Bartending the Easy Way-Online on-line e-learning cbt (computer based) ... 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  more...
A+ 2003 Complete Bundle (90 days of online training for PC Technicians) on-line e-learning cbt (computer based)study at homecoursewareSelf Directed This Online training provides a comprehensive study package designed to prepare a computer technician for CompTIA`s A+ 2003 Certification exam. The A+ 2003 Complete Bundle package features: +Prerequisite study material. +A prerequisite test to help gauge your level of preparation. +More than 28 hours of interactive, multimedia training. +More than 1,000 pages of printable reference material to  more...
Dealing with Difficult Customers on-line e-learning cbt (computer based)study at homecoursewareSelf Directed Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET  more...
Telephone Skills for Quality Customer Service on-line e-learning cbt (computer based)study at homecoursewareSelf Directed 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, and  more...
Building Strong Customer Relationships on-line e-learning cbt (computer based)study at homecoursewareSelf Directed 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 using  more...
How To Master Customer Service on-line e-learning cbt (computer based)study at homecoursewareSelf Directed ...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  more...
A Day 4 - Chapters 14-18 on-line e-learning cbt (computer based)study at homecoursewareSelf Directed This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This fourth of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers the skills needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and  more...
From 123-CBT Computer Based Training
Assessing Customer Behavior on-line e-learning cbt (computer based) 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  more...
Technical Support Agent Survival Skills on-line e-learning cbt (computer based) 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.  more...
Developing Customer Satisfaction Surveys on-line e-learning cbt (computer based) 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  more...
Customer Satisfaction Analysis and Implementation on-line e-learning cbt (computer based) 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  more...
The Contact Center and the Technical Support Agent on-line e-learning cbt (computer based) 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  more...
Technical Support Essentials on-line e-learning cbt (computer based) 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  more...
Call Center Customer Service on-line e-learning cbt (computer based) ...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  more...
Call Center Telephone Sales on-line e-learning cbt (computer based) 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  more...
Customer Service Procedures on-line e-learning cbt (computer based) ...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  more...
Managing the Quality of the Customer Support Service Center on-line e-learning cbt (computer based) Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident  more...
Management Tools and Metrics on-line e-learning cbt (computer based) Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is  more...
The Customer Support Specialist CSS on-line e-learning cbt (computer based) 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 in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers'  more...
Support Center Services on-line e-learning cbt (computer based) This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.  more...
Establishing Team and Customer Relationships on-line e-learning cbt (computer based) 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 addresses the role of strong leadership in building and maintaining successful teams. In a  more...
Interacting with the Customer on-line e-learning cbt (computer based) ...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  more...
Effective Communication Skills on-line e-learning cbt (computer based) 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  more...
Managing Conflict Stress and Time on-line e-learning cbt (computer based) 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  more...
The Inbound Call Center on-line e-learning cbt (computer based) 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  more...
Inbound Call Center Management Leadership on-line e-learning cbt (computer based) 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  more...
Inbound Call Centers People Management on-line e-learning cbt (computer based) ...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  more...
Inbound Call Center Technology on-line e-learning cbt (computer based) 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  more...
Performance Metrics for an Inbound Call Center on-line e-learning cbt (computer based) 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  more...
Excellence in Internal Customer Service on-line e-learning cbt (computer based) ...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  more...
Working with Internal Customers on-line e-learning cbt (computer based) ...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  more...
Overcoming Internal Customer Service Problems on-line e-learning cbt (computer based) ...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  more...
The Customer Service Agent in Action on-line e-learning cbt (computer based) ...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  more...
Professional Skills for Customer Service Agents on-line e-learning cbt (computer based) ...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  more...
Managing Challenges in Customer Service on-line e-learning cbt (computer based) ...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,  more...
Cross-selling in a Customer Service Call on-line e-learning cbt (computer based) ...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  more...
ITIL The Service Desk and Incident Management on-line e-learning cbt (computer based) Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction.The delivery and support of IT services  more...
ITIL Configuration and Release Management on-line e-learning cbt (computer based) Organizations make substantial investments in their information technology infrastructures. That investment pays off only if the organization uses its information resources to increase productivity. Information technology planners and managers must understand how the components of the IT infrastructure interact if they want to eliminate waste and improve service to the users of the system. The  more...
ITIL Service Level and Capacity Management on-line e-learning cbt (computer based) IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way.The delivery and support of IT services  more...
ITIL Problem and Change Management on-line e-learning cbt (computer based) Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve  more...
ITIL Continuity and Availability Management on-line e-learning cbt (computer based) American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye.The delivery and support  more...
ITIL Financial and Security Management on-line e-learning cbt (computer based) IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to  more...
ITIL V3 - ITIL and the Service Lifecycle on-line e-learning cbt (computer based) 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 customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to  more...
ITIL V3 - Service Strategy Fundamentals on-line e-learning cbt (computer based) 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 their service assets. This course examines how value is created through service assets, and how these service assets can perform  more...
ITIL V3 - Service Strategy Processes on-line e-learning cbt (computer based) 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.  more...
ITIL V3 - Service Design Fundamentals on-line e-learning cbt (computer based) 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 provide these IT services.  more...
ITIL V3 - Service Design Processes on-line e-learning cbt (computer based) 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 new or changed services. This course is intended to introduce learners to the Service Design processes.  more...
ITIL V3 - Service Transition Processes and Principles on-line e-learning cbt (computer based) 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 learners understand Service Transition processes.  more...
ITIL V3 - Service Operation Principles and Functions on-line e-learning cbt (computer based) 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 Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners  more...
ITIL V3 - Service Operation Processes on-line e-learning cbt (computer based) 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 the Service Operation processes within the ITIL Service Lifecycle.  more...
ITIL V3 - Continual Service Improvement Fundamentals on-line e-learning cbt (computer based) 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 the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will  more...
Identifying Your Customers Expectations on-line e-learning cbt (computer based) 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  more...
Using Surveys to Measure Customer Satisfaction on-line e-learning cbt (computer based) 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  more...
Bridge the Expectations Gap on-line e-learning cbt (computer based) ...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  more...
Leading a Customer-focused Team on-line e-learning cbt (computer based) ...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  more...
Discovering What Your Customers Want on-line e-learning cbt (computer based) 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  more...
Advancing Service Expertise on-line e-learning cbt (computer based) ...signed to foster awareness and new skills that deepen our customer service expertise. Gain techniques for personalizing customer interaction. Enhance your approach to customer assistance by giving it form in a structured plan. Understand the critical differences in specialized service when you are dealing with customers over the phone. And since technology now has an increasingly important  more...
Customers Confrontation and Conflict on-line e-learning cbt (computer based) ...y elements of emotional response that interfere with good customer service. Staying cool, calm, and customer-connected is a critical learning objective for this course. Develop communication skills that defuse customer complaints. Learn and differentiate the best methods to handle difficult customers in person and over the phone. By the end of this highly interactive course, you'll have the  more...
Overcoming Difficult Service Situations on-line e-learning cbt (computer based) ...ping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then you'll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept, but for most people, it's not so easy to do.  more...
The EXCEL Acronym Instilling Service Excellence on-line e-learning cbt (computer based) ...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.  more...
Service Teams and Service Stars on-line e-learning cbt (computer based) ...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  more...
The Call Center Industry on-line e-learning cbt (computer based) When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:  more...
Call Center Communication Skills on-line e-learning cbt (computer based) ...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,  more...
The Customer s Voice on-line e-learning cbt (computer based) Ralph Waldo Emerson once wrote, "Make yourself necessary to somebody." In today's competitive marketplace, it's important to make yourself and your company necessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any  more...
Making Telephone Calls Count on-line e-learning cbt (computer based) ...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  more...
Corporate Culture Building the Service Foundation on-line e-learning cbt (computer based) ...uild the foundation." That's why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is "Corporate Culture." It's not some rare disease, but your workplace "culture" can be positively or negatively infectious as it relates to customer service. In this course, you'll get the basics about corporate culture, and how it impacts service.  more...
The Fundamentals of Exceptional Customer Service on-line e-learning cbt (computer based) You've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to  more...
Customer Relationship Management - Fundamentals of CRM on-line e-learning cbt (computer based) Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the  more...
Customer Relationship Management - Implementing CRM on-line e-learning cbt (computer based) Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM.  more...
Customer Relationship Management - eCRM on-line e-learning cbt (computer based) Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user.  more...
Scoping the Six Sigma Project on-line e-learning cbt (computer based) ...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  more...
CIW E-Commerce Designer Part 2 Product Marketing on-line e-learning cbt (computer based)cd rom ...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,  more...
Introduction to E-Commerce on-line e-learning cbt (computer based)cd rom ...-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. Identify  more...
Essentials of Business Law Employment Law on-line e-learning cbt (computer based)cd rom ...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)  more...
Consulting Skills Serving as an Internal Consultant on-line e-learning cbt (computer based)cd rom ... 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  more...
Access XP Fundamentals on-line e-learning cbt (computer based)cd rom ...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  more...
Self Development Developing Rapport Through Communication on-line e-learning cbt (computer based)cd rom ...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  more...
Time Management Developing a Plan on-line e-learning cbt (computer based)cd rom ... 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  more...
SAP R 3 v4 6 SD Custromer Service Representative on-line e-learning cbt (computer based)cd rom ...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  more...
Creativity Innovation Thinking Creatively on-line e-learning cbt (computer based)cd rom 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  more...
Interpersonal Communication Listening Skills on-line e-learning cbt (computer based)cd rom 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.  more...
Interpersonal Communication Telephone Skills on-line e-learning cbt (computer based)cd rom ...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  more...
Excellence in Service Fundamentals for Employees on-line e-learning cbt (computer based)cd rom ...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.  more...
Excellence in Service Working With Upset Customers on-line e-learning cbt (computer based)cd rom ...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,  more...
Excellence in Service Communicating With Customers Virtually on-line e-learning cbt (computer based)cd rom ...(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  more...
Excellence in Service Creating an Exceptional Service Environment on-line e-learning cbt (computer based)cd rom ...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:  more...
Excellence in Service Establishing Service Standards on-line e-learning cbt (computer based)cd rom ...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  more...
Excellence in Service Building a Customer Service Team on-line e-learning cbt (computer based)cd rom ...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  more...
Excellence in Service Building Lasting Customer Relationships on-line e-learning cbt (computer based)cd rom ...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  more...
Call Center Inbound Customer Service on-line e-learning cbt (computer based)cd rom ...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  more...
Call Center Mgt Measuring Quality Performance on-line e-learning cbt (computer based)cd rom ...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  more...
Customer Relationship Mgt Fundamentals of CRM on-line e-learning cbt (computer based)cd rom ...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:  more...
Customer Relationship Mgt Implementing CRM on-line e-learning cbt (computer based)cd rom ...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  more...
Customer Relationship Mgt eCRM on-line e-learning cbt (computer based)cd rom ...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  more...
Recruiting Retention Internet Recruiting on-line e-learning cbt (computer based)cd rom ... 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  more...
Recruiting Retention Keeping Your Good Employees on-line e-learning cbt (computer based)cd rom ...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  more...
Decision Making Problem Solving Problem Solving Fundamentals on-line e-learning cbt (computer based)cd rom 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.  more...
Leadership Development Delegation on-line e-learning cbt (computer based)cd rom ...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.  more...
Leadership Development Motivation on-line e-learning cbt (computer based)cd rom ...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.  more...
Strategic Decision Making Making the Right Decision on-line e-learning cbt (computer based)cd rom ... 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.  more...
Essentials of Management Maintaining a Productive Workplace on-line e-learning cbt (computer based)cd rom ... 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  more...
Managing Performance The Performance Appraisal Process on-line e-learning cbt (computer based)cd rom ... 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  more...
Business Ethics Organizational Ethics on-line e-learning cbt (computer based)cd rom ...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  more...
Managing Change Implementing the Change Process on-line e-learning cbt (computer based)cd rom ...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.  more...
Team Leadership Developing A High Peformance Team on-line e-learning cbt (computer based)cd rom ...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  more...
Team Conflict Overcoming Conflict with Communication on-line e-learning cbt (computer based)cd rom ...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  more...
Team Participation Team Communication on-line e-learning cbt (computer based)cd rom ...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:  more...
Project Teams Applying Team Building Techniques on-line e-learning cbt (computer based)cd rom ...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  more...
Project Teams Building a Project Team on-line e-learning cbt (computer based)cd rom ... 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  more...
Organizational Learning Developing a Knowledge Mgmt System on-line e-learning cbt (computer based)cd rom ...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  more...
SAP R 3 4 6 Curriculum on-line e-learning cbt (computer based)cd rom ...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  more...
Excellence in Service Series on-line e-learning cbt (computer based)cd rom 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  more...
Telephone Skills Professionalism Through Basic Skills on-line e-learning cbt (computer based)cd rom ...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  more...
Frontline Leadership Knowledge in the Workplace on-line e-learning cbt (computer based)cd rom ...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:  more...
Motivation Fostering Employee Motivation on-line e-learning cbt (computer based)cd rom 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  more...
Motivation Motivating Through Rewards Recognition on-line e-learning cbt (computer based)cd rom ...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  more...
Motivation Empowering to Increase Motivation on-line e-learning cbt (computer based)cd rom ... 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  more...
From Compliance Solutions
Spanish 8-Hour HAZWOPER Training-Online on-line e-learning cbt (computer based) The 8-Hour HAZWOPER Annual Refresher Seminar-Spanish provides OSHA required annual refresher training for employees who have completed the initial 24 or 40-Hour HAZWOPER course. Mandated training can be found in 29 CFR1910.120. Workers attending this course will cover changes in related regulations, several class safety activities, a mock dress-out, health and safety procedures, and  more...
From 6P International, LLC
Customer Service on-line e-learning cbt (computer based) ...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  more...
From Learn Skills
Retail Training - Build relationships with customers on-line e-learning cbt (computer based)study at homecoursewareself directed ...retail industry is very competitive. You need outstanding customer service and selling skills to ensure that your store is a success. Consumers have a wide variety of choice. If they cannot find what they are looking for in your store or dona t like the service, they will go to your competitors. In this section we will look at the skills and techniques you need to build a rapport with  more...
Managing Quality Customer Service on-line e-learning cbt (computer based)study at homecoursewareself directed ...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  more...
Customer Service and Consulting on-line e-learning cbt (computer based)study at homecoursewareself directed 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.  more...
From Serebra Learning Corporation
Customer Focused Management on-line e-learning cbt (computer based) ...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  more...
Call Center Components on-line e-learning cbt (computer based) This WestNet e-Learning module discusses the features, benefits, and integration issues of each one of a call center's basic tools.  more...
Preparing for the Executive-level Sale Simulation on-line e-learning cbt (computer based) ...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  more...
Progressing through the Complex Sale Simulation on-line e-learning cbt (computer based) ...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  more...
Customer Relationship Management Fundamentals of CRM on-line e-learning cbt (computer based) Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the  more...
Call Center Operations Call Center Technologies on-line e-learning cbt (computer based) 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.  more...
Introducing Contact Centers Contact Center Essentials on-line e-learning cbt (computer based) 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  more...
Introducing Contact Centers CSR Success Criteria on-line e-learning cbt (computer based) 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  more...
Introducing Contact Centers Customer Response Etiquette on-line e-learning cbt (computer based) 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  more...
Communicating Effectively Build Customer Rapport 1 on-line e-learning cbt (computer based) 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  more...
Communicating Effectively Build Customer Rapport 2 on-line e-learning cbt (computer based) 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  more...
Handling Contacts Professionally Maximize Call Performance 1 on-line e-learning cbt (computer based) 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  more...
Handling Contacts Professionally Maximize Call Performance 2 on-line e-learning cbt (computer based) 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  more...
Preparing for Mutual Success Satisfy Customer Needs on-line e-learning cbt (computer based) 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  more...
Preparing for Mutual Success Reduce CSR Stress on-line e-learning cbt (computer based) 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  more...
The Inbound Call Center on-line e-learning cbt (computer based) 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  more...
Inbound Call Centers People Management on-line e-learning cbt (computer based) ...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  more...
Excellence in Internal Customer Service on-line e-learning cbt (computer based) ...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  more...
Working With Internal Customers on-line e-learning cbt (computer based) ...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  more...
Overcoming Internal Customer Service Problems on-line e-learning cbt (computer based) ...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  more...
Internal Customer Service Conflict and Complaints Simulation on-line e-learning cbt (computer based) ...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  more...
The Customer Service Agent in Action on-line e-learning cbt (computer based) ...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  more...
Professional Skills for Customer Service Agents on-line e-learning cbt (computer based) ...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  more...
Managing Challenges in Customer Service on-line e-learning cbt (computer based) ...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,  more...
Cross-selling in a Customer Service Call on-line e-learning cbt (computer based) ...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  more...
Customer Service Agent Skills Simulation on-line e-learning cbt (computer based) ...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  more...
Identifying Your Customer s Expectations on-line e-learning cbt (computer based) 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  more...
Using Surveys to Measure Customer Satisfaction on-line e-learning cbt (computer based) 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  more...
Bridge The Expectations Gap on-line e-learning cbt (computer based) ...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  more...
Leading A Customer-Focused Team on-line e-learning cbt (computer based) ...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  more...
Managing a Customer-focused Department Simulation on-line e-learning cbt (computer based) ...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  more...
Interacting with the Customer on-line e-learning cbt (computer based) ...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  more...
Call Center Customer Service on-line e-learning cbt (computer based) ...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  more...
Call Center Communication Skills on-line e-learning cbt (computer based) ...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,  more...
Call Center Telephone Sales on-line e-learning cbt (computer based) 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  more...
Effective Communication Skills on-line e-learning cbt (computer based) 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  more...
Managing Conflict Stress and Time on-line e-learning cbt (computer based) 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  more...
Customer Support Specialist Simulation on-line e-learning cbt (computer based) 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,  more...
Customer Service Procedures on-line e-learning cbt (computer based) ...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  more...
Making Telephone Calls Count on-line e-learning cbt (computer based) ...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  more...
Leading from the Front Line Simulation on-line e-learning cbt (computer based) ...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  more...
Scoping the Six Sigma Project on-line e-learning cbt (computer based) ...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  more...
Business Contact Manager with Outlook 2007 on-line e-learning cbt (computer based) ... 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  more...
Customer Service : Why Care for Customers? on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Customer Service : Who are your Customers? on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Customer Service : Preparing for Customer Contact on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Customer Service : First Impressions on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Customer Service : CARE Brain-teasers on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Customer Service : Handling Customer Complaints on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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  more...
Customer Service : Handling Angry Customers on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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  more...
Phone Skills : Preparing for a Call on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Phone Skills : Transferring Calls on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Phone Skills : Ending a Call and Following Up on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Phone Skills : Taking and Leaving Phone Messages on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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.  more...
Phone Skills : Giving & Getting Information by Phone on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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  more...
Phone Skills : Negotiating on the Phone on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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  more...
Phone Skills : Cold Calling & Selling by Phone on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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  more...
Phone Skills : Handling Angry Callers on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Phone Skills : Making Difficult Calls on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Phone Skills : Essential Phone Communication Skills on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ... 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  more...
Customer Service : CARE for your Customers on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
Putting Customers First on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd 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.  more...
Excellence in Service: Providing Superior Customer Service on-line e-learning cbt (computer based) 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.  more...
Excellence in Service: Communicating with Your Customers on-line e-learning cbt (computer based) 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  more...
Excellence in Service: Building a Customer Service Team on-line e-learning cbt (computer based) 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.  more...
Excellence in Service: Creating Customer Loyalty on-line e-learning cbt (computer based) 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.  more...
The Professional Teller: Providing Customer Service on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...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  more...
The Professional Teller: A Day in the Life of a Teller on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd ...evious programs of the series. The student will learn the customer service process and how to deal with an angry customer. The student will also learn the check cashing process, how to recognize the various types of endorsements, what represents an acceptable form of identification, and how to check for identification. Additionally, the student will learn the steps of deposit withdrawal, and  more...
Customer Relationship Management Implementing CRM on-line e-learning cbt (computer based) Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM. This series is intended for managers, supervisors, customer service representatives, and anyone  more...
Customer Relationship Management eCRM on-line e-learning cbt (computer based) Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. This series is intended for managers, supervisors, customer service representatives, and anyone within an  more...
SAP R 3 4 6 SD Customer Service Representative on-line e-learning cbt (computer based) ...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  more...
Excellence in Service - Fundamentals for Employees on-line e-learning cbt (computer based) In Excellence in Service: Fundamentals for Employees you will learn how to develop the skills needed to effectively relate 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  more...
Excellence in Service - Creating an Exceptional Service Environment on-line e-learning cbt (computer based) In Excellence in Service: Creating an Exceptional Service Environment you will learn how to create the necessary 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  more...
Excellence in Service - Building a Customer Service Team on-line e-learning cbt (computer based) In Excellence in Service: Building a 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  more...
Excelling at Customer Care: Customers Define Success on-line e-learning cbt (computer based) Excelling at Customer Care: Customers Define Success is the forth of eleven courses in this curriculum. After the completion of this course you will be able to identify the major trends in customer service today identify the combination of criteria required for customer satisfaction identify the emotional criteria that influence customer behavior and identify the emotional starting points that  more...
Call Center: Inbound Customer Service on-line e-learning cbt (computer based) In Call Center: Inbound 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.  more...
From Seletel Informatique
Customer Service Videos on-line e-learning cbt (computer based) Knowing what your customers really need is the key to providing high quality customer service. Being accessible, listening to concerns and resolving problems are fundamental when building customer loyalty. Our programs will help you develop the skills you need to achieve total customer satisfaction. Audience: Non-Managers, Front Line Managers, Mid-Level Managers  more...
Customer Service on-line e-learning cbt (computer based) This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.  more...
From Training Link Education S.E.A
Certificate in Business Practices Business Start-up on-line e-learning cbt (computer based)study at homecoursewareself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience:  more...
Certificate in Business Practices Sales Marketing on-line e-learning cbt (computer based)study at homecoursewareself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience: The  more...
Certificate in Business Practices Human Resources on-line e-learning cbt (computer based)study at homecoursewareself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience: The  more...
Certificate in Business Practices Human Relations on-line e-learning cbt (computer based)study at homecoursewareself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience: The  more...
Certificate in Business Practices Finance study at homecoursewareself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience: The  more...
Certificate in Business Practices Development on-line e-learning cbt (computer based)study at homeself directedbook Aim: Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005. Target Audience: The  more...
Certificate in Senior Sales Executive on-line e-learning cbt (computer based)study at home Aim: The aim of this programme is to develop the sales and supervisory skills of people working in a sales environment who are responsible for [or planning to become responsible for] sales account management and supervision of sales staff. Target Audience: This programme is designed for people with experience in a sales environment and with responsibility for account management &  more...
Certificate in Sales Executive on-line e-learning cbt (computer based)study at home Aim: The aim of the course is to provide experienced sales staff with a development opportunity to increase and enhance their sales skills. Target Audience: This programme is designed for people with experience in a sales environment wishing to enhance their skills, perhaps in preparation for a more senior role.  more...
Certificate in Sales Advisor on-line e-learning cbt (computer based)study at home Aim: The aim of the course is to provide newly appointed sales staff [or people seeking to enter a sales environment] with a range of skills to enhance their job performance. Target Audience: This programme is designed for people entering, or recently entered a direct selling environment either telephone or face to face.  more...
Certificate in Business Skills on-line e-learning cbt (computer based)study at home Aim: The course is designed to provide essential business skills to enable smaller businesses to become more effective and efficient. By choosing any five tiles from the series candidates can set their own agenda according to their personal priorities. Target Audience: This programme is designed for people working in a wide variety of business sectors and sizes, together with voluntary  more...
Diploma in Business Practices on-line e-learning cbt (computer based)study at homecoursewareself directed Content: The Qualifications Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs. The qualifications are offered through ABC Awards {which is a leading UK awarding body) and are approved by the Qualifications and Curriculum Authority for inclusion on the National  more...
Certificate in Customer Service Excellence on-line e-learning cbt (computer based)study at home Aim: The aim of the course is to provide an understanding of methods which can be used to provide excellent service quality in any service organisation or environment. Target Audience: This programme is designed for people in a wide range of service occupations wishing to develop an understanding of the importance of service excellence, and determine how to set improve and maintain service  more...
From WDSGlobal
Voice over IP for Mobile on-line e-learning cbt (computer based) The Voice over IP for Mobile e-learning course from WDSGlobal takes a simple and friendly look at the various components involved and delivers a descriptive overview of VoIP services with their related advantages and limitations, which is especially important to individuals operating in a sales or pre-sales role. The more technology focused components of the course will prove beneficial to  more...
From Bartending Pros
Bartending the Easy Way Online on-line e-learning cbt (computer based) ... 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 in the real world of bartending and throughout life. The lessons taught are extremely beneficial to managers, waitresses and novice bartenders, also. According to the U.S. Department of Labor Bureau of Labor Statistics Occupational Outlook  more...
Bartending to the Max Online on-line e-learning cbt (computer based) ... 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. Bartending to the Max will leave you with a thorough understanding of how the bar business works and will teach you a common sense approach to  more...
From ProTrain Online
Help Desk/Customer Service Training on-line e-learning cbt (computer based)self directed These online training programs include interactive features and downloadable course materials that are powerfully engineered to ease IT, help desk and support professionals' training experience - making training and certification faster, more convenient and less expensive than traditional training classes. As a Customer Service Representative, you are often the only point of contact for the  more...
From The Training Bank
TTB Employee Development System on-line e-learning cbt (computer based) This unique online learning system provides over 23 hours of practical and easy to apply web-based training. There are 24 self-study courses, one self-assessment, dozens of learning activities, exercises and job aids. The content covered in this package is a must have for anyone who wants to improve their overall job performance. Learning categories include: - Working With My Manager (4  more...
From Service Strategies
Field Service Professional on-line e-learning cbt (computer based) ...Customer service is not a one-size-fits-all skill. Engineers who provide field service face specific challenges that require on the spot thinking and a high level of confidence and control, while building and maintaining customer rapport. This blended learning course will teach both experienced and new field service engineers unique customer service skills to ensure success in their high  more...
Support Professional - Online The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.  more...
Support Representative - Online on-line e-learning cbt (computer based) ...customer service is critical to continued success for any service organization. This 1-day course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer  more...
From JED New Media inc.
Getting Customers to Read Your User Guide on-line e-learning cbt (computer based) Are your customers constantly calling your support center for issues that have already been addressed in your manuals? This JEDlet reveals the main reasons behind this problem. Read new hints on how to encourage your clients to read technical documentation, and how to handle them if they keep phoning.  more...
Resolving Customer Complaints on-line e-learning cbt (computer based) It is imperative to minimize the damage dissatisfied customers can cause to your bottom line and reputation of your business. Identify different types of customer complaints and learn to ensure optimal customer satisfaction by effectively handling and resolving these issues.  more...
From Quantum Results Corporation
Customer Service Development on-line e-learning cbt (computer based)study at homeself directedbook ...omers just leave away without complaint. The program for Customer Service Development (online and tele-conference) is designed for organizations that look to improve their people attitude and process to serve their customer. This great program is designed to strength YOUR organizational culture to achieve outstanding results by providing to your employees a change in behavior, knowledge,  more...
From Training Interventions
Success With People on-line e-learning cbt (computer based) Success with People (SWP)is a new online training package released by Extended DISC International. Extended DISC is the world's fastest growing assessment, analysis and people profiling system. Already in 40 countries around the wold, and in over 50 languages to meet your diversity needs. The new Success with People training program is an online interactive, self-paced training package with 10  more...
From Morris Interactive
Customer Service and Social Styles on-line e-learning cbt (computer based)cd romDVDworkshop / seminar Users will login to the website and learn at their own pace through 90 minutes of video, chapter selection, dynamic text, printable notes, results analysis, search function and interactive quizzes. Employees will discover their own social style and learn how to put these tangible tools into practice immediately by recognizing and responding to the social styles of the people they make contact  more...
From Canadian Centre for Professional Development
Telephone Customer Contact on-line e-learning cbt (computer based) A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.  more...
Customer Service on-line e-learning cbt (computer based) Many great Customer service programs: Quality service.. First time, Every time, Customer Service for those in Retail, Excellence for Leaders and Managers, Essence of caring for Health Care, Five Star Service for Hospitality Managers, Five Star Service for Hospitality Employees, Expanding Customer Service for Community Banks  more...
From TheTrainingMarket.com
Licence Controller Course (LCC) on-line e-learning cbt (computer based)coursewareself directedcd romDVDVirtual Coach The course is a highly visual, well presented, innovative learning tool... that will provide all the learning material you need to get your Manager's Certificate (the LCQ - Licence Controller Qualification). Who is it for? * This course covers all the content required for the new Licence Controller Qualification. The course has been purpose designed for new or existing managers of licensed  more...
Product Coach Course on-line e-learning cbt (computer based)study at homeself directedcd romDVDVirtual Coach The Virtual Bar Coach is an industry endorsed training program delivered on CD-Rom so that you and your staff can learn at work when it suits. The programme equips staff with comprehensive knowledge about the drinks they serve. Join Sam as he travels the globe to the countries where each of the popular spirits categories was born. Experience the culture, characters and products with Sam on his  more...
From Summ it up
Make your customers happy and increase sales on-line e-learning cbt (computer based) Workshop shows how to use customer service as an Unique Selling Point for small businesses to help them be different from their competition and to help them have a conmpetative advantage over bigger competition.  more...
From Ontario"s Virtual Career Resource Centre
Ontario's Virtual Career Resource Centre on-line e-learning cbt (computer based)study at homegroup study and discussioncoursewareself directed Our services are all offered online. They are convenient, anonymous, flexible, professional and customized. We offer career counselling, resume writing, interview skills, career/life planning, and customized programs including leadership, communication skills, problem solving, conflict resolution, community action, customer service, assertiveness, confidence building; and will develop curriculum  more...
From Skillspride Online Training
Customer Care for IT Telephone Support Staff on-line e-learning cbt (computer based) Telephone Support Staff are often the only contact a customer has with the organisation; they therefore represent all that is potentially good, or bad, about their Company to the customer. Often Telephone Support Staff bear the brunt of a customer's frustrations and all too often, because most of us have learnt t avoid conflict, customers are still frustrated at the end of a call, since their  more...
A+ Syllabus 10 - Module 9 - Customer Service Techniques on-line e-learning cbt (computer based) At the end of this course you will be able to: describe the principles that are important in a basic approach to customer queries; describe the type of words, inflection, tone and body language that should be used when communicating with a customer.  more...
A+ Module 9 - Customer Service Techniques on-line e-learning cbt (computer based) At the end of this course you will be able to: describe the principles that are important in a basic approach to customer queries; describe the type of words, inflection, tone and body language that should be used when communicating with a customer.  more...
From JED New Media inc.
Mystery Shopping on-line e-learning cbt (computer based) Increasing sales and heightening customer satisfaction is a common business objective. Learn why companies hire mystery shopping services, what criteria to look for in a mystery shopping firm, the process involved, and how to maximize the benefits of this method of market research.  more...
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