Customer Service Web-based Seminars - Training Seminars, Resources and Workshops

From The College of Call Center Excellence

Call Center Social Media Certification - Live Online - May 9-11 2012

Social media represents one of the most significant changes in consumer media behavior in history, resulting in fundamental shifts in the way companies communicate and interact with consumers. This course provides the practical knowledge and insights required to establish objectives and strategies and to properly select the social media platforms to engage consumers, while monitoring and measuring more...

Call Center Social Media Certification - Live Online - October 3-5 2012

Social media represents one of the most significant changes in consumer media behavior in history, resulting in fundamental shifts in the way companies communicate and interact with consumers. This course provides the practical knowledge and insights required to establish objectives and strategies and to properly select the social media platforms to engage consumers, while monitoring and measuring more...

Call Center Quality Assurance Certification - Live Online - September 5-7 2012

Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing. more...

Call Center Quality Assurance Certification - Live Online - June 6-8 2012

Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing. more...

Call Center Quality Assurance Certification - Live Online - March 7-9 2012

Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/ or needs may be orientated toward Cost, Service, Sales or Marketing. more...

Call Center Workforce Management Certification - Live Online - August 1-3 2012

The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just more...

Call Center Workforce Management Certification - Live Online - April 4-6 2012

The BenchmarkPortal contact center Workforce Management Certification training course for workforce managers covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world examples of solutions that work in practice - not just more...

From Webucator

Customer Service Training ...customer service training class teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide more...

Customer Service over the Telephone ...customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and more...

MOC 8824 - Sales Order Processing in Microsoft Dynamics GP 10.0 ...oost sales order processing productivity and help improve customer service by automating sales order workflow procedures. Microsoft Dynamics GP Sales Order Processing gives you precise control over the flow of sales documents by defined quality insurance steps throughout the sales transaction life cycle. Unique ship to addresses per line item allows you to enter multiple items on a single more...

From Manufacturing Executive Institute

Constructing a Component Criticality Matrix A Better Way to Identify Important Components ...o manage the part, its inventory levels and its impact on customer service. This montha ™s powerful 1-hour FREE 3rd Thursday - a Operations Improvement webinar has three important objectives: 1. To learn what a Component Criticality Matrix is and how to construct one. 2. To learn how to interpret the results of a Component Criticality Matrix and how to connect interpretations more...

Better Methods for Calculating Safety Stock Service Levels This FREE 1-hour webinar addresses some techniques for reducing safety stock and still meeting target customer service levels. Specifically, this program will present some new ideas in safety stock and service level management by utilizing a unique modeling instrument that simulates safety stock, service levels, stock-outs and inventory investment from a random stream of demand over multiple more...

From GlobalCompliancePanel

Conducting Successful Product Complaint Investigations - Webinar By GlobalCompliancePanel Overview: This webinar will provide valuable assistance and guidance to the life sciences manufacturers engaged in various aspects of product complaint investigations. An effective complaint handling system is an extremely important part of any quality system. Manufacturers should understand that any complaint received on a product shall be evaluated and, if necessary, thoroughly investigated more...

From BLE Training Group

Through the Customer Eyes Tuesday Sept 28 2010 100 pm ET ...owerful, practical training and certification program for customer service representatives that will benefit any employee who interacts with customers. Developed in cooperation with, and endorsed by, the International Customer Service Association, Through the Customer's Eyes will help you: Improve productivity. Increase employee retention. Implement consistent training. Create more...

From Marigold Consulting

Three Secrets of Extraordinary Customer Service You Can Implement Today Learn what you are not doing that you could be doing to win over your customers with extraordinary customer service. more...

From GC Learning Services LLC

Customer Service Skills

The goals to be accomplished in this course are to: a Recognize the characteristics of proper telephone and voicemail etiquette. a Identify ways to use good communication skills both verbal and non-verbal, to address customer concerns and uncover needs. a Identify various sales and customer service techniques to up sell and cross sell as appropriate more...

From Medical Tourism Training, Inc

Are Medical Tourism Guests The Right Choice for your Hotel or Resort

This presentation is designed for senior hospitality management teams that are considering expanding services for medical tourists and their accompanying guests. It addresses the planning and management issues vital to creating and tailoring services for the medical tourism market. Find out if creating a program for medical tourists and their guests is a smart move for your hotel or resort. more...

From Lithan Genovate (SAP Education Partner)

Free SAP Career Seminar on Becoming a SAP Professional ...ns Executives (Sales, HR, Marketing, Accounting/ Finance, Customer Service etc..) 2) IT Executives (with or without SAP Experience) 3) SAP Professionals (for those already in the space) 4) Diploma Holders/ New Graduates 5) ERP Software Engineers/ Executives If you have the short term or a long term goal of switching careers to the SAP space, do drop me a note and I will invite you over more...

From Soaring Eagle Enterprises

Emotional Intelligence 1-Self Management No one is really able to manage and lead others unless they are able to manage themselves. The Self Management program utilizes the personal half of emotional intelligence to build the skills needed to correctly manage actions, words, demeanor, attitude and image. The importance of a persona ™s example and that impact on others is the primary focus of this unit. Self Management also more...

Dealing with Difficult People Dealing with Difficult People is ultimate program to learn how to deal with the caustic, unmotivated, disengaged, arrogant, mean and just plain difficult humans. Difficult people come in all aspects of professional life. They can be customers, co-workers or team members. They can even be your boss. The first view in Dealing with Difficult People is to identify the common types and hybrids of more...

Communicating and Connecting ...is extremely important as a success factor in leadership, customer service and team dynamics. All facets of the communication equation are reviewed and improved in this program. Starting with improvements in listening, Interpersonal Communication Skills uses a personalized approach to skill building. The hallmark of the program is the identification of personal communication style and more...

Customer Service Excellence-The Keys to Great Service ...Customer Service Excellence-The Basics is the introduction to the journey to service excellence. The delivery of great customer service begins with a common set of skills that drive individuals and organizations to higher levels of performance. A big part of this unit is understanding the importance of customer service to the functioning and ultimate success of that organization. Generating more...

From International Contact Center Academy

FIRST CALL RESOLUTION HOW TO DEFINE AND MEASURE First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues! Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction. 34% of customers who didna ™t get their more...

Before You Hit Send How to Write Business-Friendly Emails That Create Emotional Connections and Leave Customers Saying WOW ...ity The NUMBER 1 complaint consumers have about email customer service Why ita ™s important for your email to do more than just answer the customera ™s questions Never send an email that you wouldna ™t want posted, in its entirety, on a blog! Proofread Like a High School English Teacher How to avoid (very) common gaffes and goofs that rob your company of more...

Sales Coaching for Contact Center Managers

...time more efficiently 3 vital techniques to convert a "customer service ONLY" department mindset into an enthusiastic "sales AND service" team culture 5 key ideas for running a structured daily huddle, to help your Agents deal more successfully with industry competitors 5 crucial tips to help your Agents overcome price objections, so they can persuade more people to buy 3 ways to more...

From Hrd200 Consulting Group, Llc

Customer Service ...d of this workshop, you should be able to: a Statewhat customer service means in relation to all your customers, both internal and external a Recognize how your attitude affects customer service a Identify your customersa ™ needs a Use outstanding customer service to generate return business a Build good will through in-person customer service a Provide outstanding more...

From Business Expert Webinars

Use Customer Service to Win Loyal Clients ... or send them running to the competition? Susan Hoekstra, customer service strategist and author of the widely acclaimed book 'The Service Journey,' helps business leaders differentiate their company through the customer service experience. She teaches you the critical steps to developing a corporate culture founded on delivering a service experience that drives client retention and new sales. more...

Advanced Customer Service Planning for Services Firms ...titude of indifference from a company employee. Excellent customer service doesn't happen by accident. It is designed, planned, and scripted to account for every aspect of the customer service experience. Most services firms cross their fingers and hope that their clients are satisfied only to find out that they aren't, as they leave for the competition. Not only don't dissatisfied customers more...

Customer Service for a Social Media World ... with social media; it's never been easier to share their customer service experience with the world. The question is whether that message is positive or negative. And customer satisfaction isn't just about keeping clients. Satisfied clients buy more services, provide references, and serve as a referral. How do you create client delight? Susan Hoekstra, customer service strategist and author of more...

Create a Client Experience to Grow Your Financial Advisor Practice Strategies for Developing a Consistent, Memorable Impression Over 80% of surveyed clients said they were dissatisfied with their financial advisor. That's pretty scary if that includes your client base. You certainly can blame the economy for some of your client s frustration but are you responsible too? How you define the client experience affects, not only retention, but also the new clients more...

Customer Service Strategies to Increase Revenue ...nity to grow your business. It s critical to deliver WOW! customer service even when dollars are tight. Teri Yanovitch, former Disney Institute speaker and co-author of the best-selling book Unleashing Excellence The Complete Guide to Ultimate Customer Service, teaches business leaders to see through the lens of their customer. She helps you make the critical, cost-effective changes to your more...

Brand Busters: How What You Say And Do Can Ruin Your Reputation ...omers seem confused when they interact with your sales or customer service departments? Have you had trouble getting the clients or projects you really want? Is your marketing and advertising failing to bring the results you need? It could be that you re busting your brand sending out signals through your words and actions that contradict the brand image you want to project. By reviewing the more...

Use Customer Service to Win Loyal Clients ... or send them running to the competition? Susan Hoekstra, customer service strategist and author of the widely acclaimed book 'The Service Journey,' helps business leaders differentiate their company through the customer service experience. She teaches you the critical steps to developing a corporate culture founded on delivering a service experience that drives client retention and new sales. more...

Create a Client Experience to Grow Your Financial Advisor Practice Strategies for Developing a Consistent, Memorable Impression Over 80% of surveyed clients said they were dissatisfied with their financial advisor. That's pretty scary if that includes your client base. You certainly can blame the economy for some of your client s frustration but are you responsible too? How you define the client experience affects, not only retention, but also the new clients more...

Customer Service for a Social Media World ... with social media; it's never been easier to share their customer service experience with the world. The question is whether that message is positive or negative. And customer satisfaction isn't just about keeping clients. Satisfied clients buy more services, provide references, and serve as a referral. How do you create client delight? Susan Hoekstra, customer service strategist and author of more...

From Business Training Works, Inc.

Online Customer Service Training Customer Service Excellence Online Training Program. Explore all of the elements of customer service in the online version of Business Training Works' onsite program: Customer Service Excellence. more...

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