Online Customers eLearning

Foundations for Business Execution Foundations for Business Execution Have you ever sat in a meeting where your boss described a "new initiative" that was going to transform your business unit, only to see the initiative fizzle and die a few weeks later? Do you have big plans and long-term goals that never come to pass because you get so bogged down with day-to-day activities? When management announces "new plans" to  more...

Recruiting Talent ...o offer an appealing or unique product or service to your customers. A company's people are the new competitive advantage. Those responsible for staffing organizations are not only challenged with finding adequate potential employees, but finding the right people for the positions they need to fill. This course explores two aspects of recruitment as one component of a sustainable talent  more...

Using Voice of the Customer in Six Sigma ...stomer in Six Sigma ASQ Six Sigma Black Belt (SSBB) Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from the customer and to meet their requirements. Voice of the  more...

Processes and Customer Analysis in Six Sigma Projects ...f creating and delivering products and services needed by customers. According to Takashi Osada, Japanese author and quality pioneer, "if the process is right, the results will take care of themselves." By Six Sigma standards, a "right process" is one that creates and delivers precisely what the customer needs. By this logic, no Six Sigma effort can start without having a high-level picture of  more...

Measuring Process Capability and Performance in Six Sigma ...lt (SSGB) Businesses exist to meet the needs of the customers they serve. As such, you must listen to the voice of your customers and build processes that deliver products and services to them. It is also necessary to review processes to ensure they remain within the targets and specifications set by your customers. Measuring the capability and performance of a process is an important  more...

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

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

Function Activities ...ation, both internally to your users and to your external customers. This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application Management function. This course will assist the learner in  more...

Workplace Diversity Awareness ...gly are experiencing a diverse community of employees and customers. Having and knowing how to respond to a diverse workforce can enhance an organization's ability to cope with changing workplace dynamics, and expand the creativity of the organization while at the same time facilitating staff retention and productivity. This course was developed with subject matter support provided by the  more...

Processes for Managing Project Communications ...s, receiving and distributing dozens of messages per day. Customers, suppliers, project team members, and company executives all rely on the project manager for up-to-date information that has been processed and tailored to meet their needs. There are three critical processes that a project manager uses to meet stakeholders' information needs and keep the project progressing well: Distribute  more...

Antitrust - Trade Associations ...t would constitute price fixing, allocation of markets or customers, concerted refusal to deal, and price discrimination. A criminal conviction for an antitrust law violation could result in stiff fines for a trade association and its members, jail sentences for individuals who participated in the violation, and a court order disbanding the trade association or severely limiting its activities.  more...

Intellectual Property Overview ... the company's identity or ideas to internal and external customers. How do employees perform this function effectively? This course explains the basic types of intellectual property, the legal protections in place, and the potential consequences of violating intellectual property laws. This course was developed with subject matter support provided by the Labor, Employment, and Employee  more...

Privacy Information Security ...mation about individuals is used by businesses to provide customers with a huge array of targeted goods and personalized services that consumers have come to expect. If it lands in the wrong hands, this same information can result in harm to the very individuals it was meant to serve. The protection of an individual's personal information has business implications that extend beyond the privacy  more...

Effective Intercultural Relationships ...oday's expansive work environment, employees, co-workers, customers, vendors, and business partners can all have a different cultural background from yours. The most obvious cultural differences you encounter are language and dress. But there are a multitude of subtler ways in which people from different cultures vary in their behavior. If you don't understand the ways in which they might  more...

Effective Relationships with Customers ...Customers It's time to disregard that old deferential model of short-term customer relations you're using. Why not replace it with a selection of long-term relational skills that work for you in the marketplace? Take control by picking the best customers and developing equal, trusting partnerships with them. When you limit your investment in your customer relationships, you also limit  more...

Business Writing Know Your Readers and Your Purpose ...s knowing your purpose for writing. Do you need to inform customers about a new policy, or do you need to persuade employees to adopt a new business practice? Knowing your purpose will focus your message, making it clear to readers why it is important to them. In addition, identifying who your audience is and what your purpose is will guide you in selecting an appropriate tone for your business  more...

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

Essential Skills for Professional Telephone Calls ..., the telephone is the primary form of communication with customers, clients, and colleagues. And with virtual work environments established as a modern business practice, business telephone etiquette is more important than ever to your success as an employee and the success of your organization. This course introduces the essential skills for professional telephone usage. It covers best  more...

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

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

Customer Service Confrontation and Conflict ...onflict How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident.  more...

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

Customer Service Processes and Procedures ...ve 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 to handle difficult  more...

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

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

The Customer Service Representative CSR ...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 Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of  more...

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

Customer Interactions ...ive 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 to use active listening.  more...

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

Introduction to Incident Management ...e on other processes, the organization itself, users, and customers. This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident  more...

Incident Management Interactions ...e a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each of their incidents one at a time, the loss of time, revenue, and resources is far too great to manage this way. Effective Incident Management is not just about resolving  more...

Request Fulfillment Process Interfaces and Challenges ...Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you can implement preventative measures. This course covers the components  more...

ITIL reg and the Service Lifecycle ...izations 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 ensure  more...

Service Design Processes ... 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. This course will assist the learner in preparing for the ITIL V3  more...

Continual Service Improvement Fundamentals ...hout 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 improve the services they offer their customers. This course will assist  more...

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

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

Bridge the Expectations Gap ... walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that, and you'll be shown how to find out if dealing  more...

Leading a Customer-focused Team ...em 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 parameters for what has to be accomplished by creating a Statement of Purpose and effective team goals. Once these have been established, your role as leader becomes that of enabler and the rest of the course is  more...

Planning Your Field Sales Approach ...o efficiently plan their sales approach for both existing customers and prospects, as well as managing their time and territories effectively. Planning Your Field Sales Approach provides practical tools for determining call and meeting objectives and developing appropriate openings for face-to-face selling situations. Included in the course are detailed descriptions of the six customer buying  more...

Applying Your Field Sales Approach ...ld sales representatives is their ability to assess their customers' needs, determine sales opportunities, and access the decision makers--often in one or two sales calls. Sound impossible? It's not if the sales professional applies the essentials presented in Applying Your Field Sales Approach. This course provides sales strategies to change your customers' perceptions of you from vendor to  more...

Completing Your Field Sales Approach Completing Your Field Sales Approach What does it take to successfully present valuable solutions and close sales while achieving a sense of accomplishment and trust between you and your customer? Completing Your Field Sales Approach highlights how to present sales solutions and close sales with your customers. Included in the course are steps and tips for overcoming customer objections  more...

Preparing for Outbound Sales Calls ... this course, you will learn about the common perceptions customers have of salespeople. You will also learn the three premises of the inside sales approach, the structure of this approach, and the six buying roles. The course outlines the steps involved in precall planning, including recognizing call types, creating call objectives and a call opening, and preparing the account profile. The  more...

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

Communicating Effectively with Project Stakeholders Simulation ...unication hub through whom all project information flows. Customers, suppliers, project team members, and company executives all rely on the project manager for up-to-date information that has been processed and tailored to meet their needs. While mastering the technical aspects of project management is essential, it is not enough to ensure success. The Communicating Effectively with Project  more...

Preparing for Inbound Sales Calls ... give. This course identifies the common perceptions that customers have of salespeople. In the course, you will learn the three premises of the inside sales approach, the structure of this approach, and the six buying roles. The course outlines the steps involved in maintaining a superior level of call readiness, including recognizing call types, creating call objectives and a taking-control  more...

Sales Communications Foundations ...nications skills to effectively instruct your prospective customers and help them discover the value of your offerings, and you must seduce them with the customer experience you offer. Every buying decision that has ever been made, or ever will be made, is an emotional decision rationalized with facts. Your communications skills are the crucial element behind stirring the emotions of your  more...

Sales Communications Essentials ...bout it: sales professionals act as counselors by helping customers bring clarity to their wants and needs; act as persuaders, impressing customers with the value of offerings to fulfill their wants and needs; act as negotiators, helping to create mutually profitable transactions for all involved. In other words, sales professionals are also professional communicators. This course will help you  more...

Doing Business on the Internet ...s been immense. Protecting personal information regarding customers, while still ensuring that detailed customer records are kept, is a difficulty faced by almost all companies that engage in Internet-based commercial activity. Regulation of the digital marketplace is very difficult to achieve and currently, in the United States, much legislation on this area is pending but not yet enacted. The  more...

Introduction to the Service Desk ...cessity of a Service Desk for their internal and external customers. Service Desks are an integral point of contact in organizations for addressing IT service-related issues, concerns and questions, and it's essential they are set up properly in order to achieve customer satisfaction and organizational objectives. This course covers the importance and benefits of the Service Desk in an IT  more...

Service Desk Metrics and Outsourcing ...esk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service. This course covers the purpose and importance of using metrics to evaluate the performance  more...

Lean and Six Sigma ...ries are striving to become faster and more responsive to customers, achieve near perfect quality, and operate using world-class cost structures. You need both Lean and Six Sigma to achieve these goals. This course explores the relationship between the Lean and Six Sigma approaches and their integrated application in both manufacturing and service industries. This course is aligned with the ASQ  more...

Critical Requirements and Benchmarking for Six Sigma ...ix Sigma projects. Organizational stakeholders, including customers, suppliers, and employees, have a strong influence on the implementation of Six Sigma projects. In turn, these projects impact the organizational stakeholders by throwing many opportunities and challenges before them. It is imperative that Six Sigma leaders determine the critical quality, cost, process, and delivery  more...

Customer-Focused Management ...ses focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to accurately identify the wants, needs, and expectations of their customers. This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify  more...

Cisco CVOICE 8 0 Congestion Rate Limiting AutoQos ...ightforward capabilities to automate VoIP deployments for customers who want to deploy IP telephony but who lack the expertise and staffing to plan and deploy IP QoS and IP services. Cisco AutoQoS for the Enterprise is a process in which two intelligent mechanisms are deployed to detect voice, video, and data traffic in Cisco networks. The mechanisms generate best-practice QoS policies and  more...

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

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

Performance Appraisal Essentials 360-Degree Appraisals ... of appraisal incorporates feedback from peers, managers, customers, and direct reports, as well as from the appraisee. And when feedback from all these sources is presented in a way that enables people to plan for improvement, it can bring about real, measurable changes in people's behavior. This course provides an overview of the steps involved in carrying out a 360-degree appraisal. It then  more...

Operations Supply Chain Management ...sign, make, deliver, and service products or services for customers. Production, inventory, location, transportation, and information are performance drivers that can be managed to produce the capabilities for a given supply chain. As a part of their overall strategy, organizations also employ many supply chain strategies to survive and compete in a dynamic and competitive marketplace. However,  more...

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

Marketing Essentials Place ... Place Getting your products and services into your customers' hands is not a simple task; a multitude of factors must be considered. How do you select the most effective distribution channels? Should you be targeting your distributors to help promote and sell your products, or should you appeal directly to consumers? How do you build strong relationships with distributors? Place, which  more...

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

Operations Management and the Organization ...al role in producing and delivering goods and services to customers. It involves designing, planning, directing, and controlling the organization's resources and processes required to transform capital, skills, and materials into products and services. It is important that any operations strategy be aligned with the overall organizational business strategy for its success. This course intends  more...

Marketing Essentials Introduction to Marketing ... the relationship that companies need to build with their customers, how they do it, and the impact these activities can have on a company's bottom line. This course provides key insight on marketing as a key business process, its link to overall corporate strategy and how online and social media marketing is changing the face of marketing by bringing companies and customers closer together  more...

SAP BusinessObjects Overview ...veryday business activities. This includes data regarding customers and potential customers, employee-related information, data gathered concerning competitors, and information pertaining to products. In order to take full advantage of its information assets, an enterprise must be able to store and utilize data wisely. The SAP BusinessObjects suite of applications provides the enterprise with a  more...

CompTIA Security 2008 Public Key Infrastructure Access Security ...o provide security and availability to both employees and customers. This course explores the use of certificate servers and certificates to provide a secure environment both within a network and when dealing with web servers and internet validations. It also examines how to secure the physical environment and data access. This course is one of a series in the SkillSoft learning path that  more...

The Balance Sheet ...lude creditors, investors, company management, suppliers, customers, competitors, government agencies, and analysts. The Balance Sheet is closely connected to the other key financial statements the Income Statement and Cash Flow Statement. This course walks you through a Balance Sheet and its key components. It also illustrates how common transactions affect the Balance Sheet with the help of  more...

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

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

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

Customer Service Processes Procedures ...ve 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 to handle difficult  more...

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

Customer Interactions ...ive 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 to use active listening.  more...

Cisco TSHOOT 1 0 Route Redistribution BGP Performance Issues ... they could be or they might not be able to service their customers correctly. Understanding the mechanics of BGP and its interaction with interior gateway, and diagnosing and resolving router performance problems are therefore important skills for any network support engineer. This course reviews the data structures and processes that play a part in the exchange of routing information between  more...

Cisco TSHOOT 1 0 Troubleshooting FHRPs and Performance Issues ... a business as employees may not be able to service their customers correctly. But does the network cause the problem or does the client, a server, or the application cause the problem? It is important to establish realistic network performance expectations and to be able to determine if switches are not performing as expected. It is also important to identify and possibly resolve the cause of  more...

The Broadcasting Entertainment Industry Overview Version 1 ...xpanding array of entertainment products. It provides its customers throughout the world with access to these activities through an expanding number of media devices and channels. This industry has to adapt to new ways to create, distribute, and access its content according to consumer demands. The industry is challenged by decreasing advertising revenue from traditional sources, new media  more...

The Banking Industry Overview Version 3 ...ndustry builds and maintains financial relationships with customers of all sizes to supply financial products and services that stimulates economic growth. The industry players produce an assortment of services from savings accounts to home and business loans and mortgages, and from check cashing to underwriting. This industry is sensitive to regulatory, technological, and economic factors and  more...

The Retail Industry Overview Version 3 ...prised of a variety of stakeholders, this industry offers customers the flexibility to buy products from around the world, which requires industry players to have a global supply chain that ensures their products can be cost-effectively sourced from various locations and delivered to individual customers no matter where they live. Industry players adopt unique strategies to overcome these  more...

The Education Industry Overview Version 1 ...ganizations that seek to provide lifelong learning to its customers. These organizations include traditional colleges and universities as well as companies focused on training and development for clients that range from an individual learner to global corporations. As a whole, the industry is responsible for training individuals of all ages to learn new skills, obtain employment, and spur  more...

The Telecommunications Industry Overview Version 3 ..., and operates networks to supply an essential service to customers globally. The industry players produce communication equipment and deliver a set of voice, data, and broadband services using wire line or wired infrastructure of cables, networks, servers, computers, and satellites. This industry is highly sensitive to the slightest change in regulatory, technological, and economic factors and  more...

The Information Technology Industry Overview Version 3 ...e the latest technological advances. It provides value to customers by embracing new trends, such as cloud computing, virtualization, and mobile application solutions to keep their customers ahead of the competition. It must also be sensitive to changing customer needs and be driven by new business opportunities as they emerge. Although the industry is continually challenged by intense  more...

Building Lasting Customer-Brand Relationships ...on building lasting relationships between a brand and its customers. Effective brand relationship management involves knowing a brand's customers and being aware of their changing needs and behaviors. It also involves looking for new ways to deepen the attachment between a brand and its customers. This course explores how customers connect with brands and provides an overview of actions you can  more...

Customer Driven Process Improvement Basic Framework ...e chances that your product or service will be favored by customers - the most important stakeholders in your business. Customer satisfaction is critical to the survival of any business. And organizations that focus on improving processes so that they can produce what customers want and need are likely to be more successful than those that don't. Customer feedback, whether direct or indirect,  more...

Customer Driven Process Improvement Identifying Customer Needs ...h and maintain a clear, consistent understanding of their customers' requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It  more...

Customer Driven Process Improvement From Customer Needs to Process Requirements ...mprovement. This data reveals important information about customers' needs, perceptions, and attitudes. But what do you do with the insights you gain from it? Translating the voice of the customer into measurable process requirements is the next step. It means taking those initial insights and digging deeper so that you can turn customer needs into process goals. This course shows you how to do  more...

Customer Driven Process Improvement Mapping Measuring Process ...ent processes, especially those that are most critical to customers, are important steps in improving them. Mapping a process helps you visualize it - enhancing your understanding of the variables that make it work. The map you create can then be used to measure different parts of the process, assessing their efficiency. This course describes the tools you need to map and measure processes  more...

Customer Driven Process Improvement Analyzing Process Problems ...pecially if it affects the organization's ability to meet customers' requirements. By identifying problems and unearthing their causes, you can pinpoint the changes necessary for resolving the problem and improving the process. This course describes how to identify process problems by doing a gap analysis. It also explains the importance of analyzing the causes of process problems. And it shows  more...

Customer Driven Process Improvement Implementing Maintaining Improvements ...ng the changes that will enable a process to deliver what customers need. After determining customer requirements, measuring and analyzing current processes, and determining process problems and potential solutions, it's now time to take action. The energy that often accompanies this stage can make the planning, piloting, and troubleshooting of the implementation easier. This course describes  more...

Field Sales Skills Simulation ...oduct, you have your work cut out for you to educate your customers and to get them to commit to an order. In this simulation, you are working in the field, and your boss has entrusted you to make two sales calls for her. Your first call is to Rick's Pharmacy and your second call is to a supplier of vitamins and minerals called Supplement Alley. This simulation is based on the SkillSoft Series  more...

Balancing Your Responsibilities Simulation ...t's serviced the food industry for over thirty years. Its customers include restaurants, grocery stores, and institutional cafeterias. You're the company's webmaster responsible for maintaining and updating its B2B web site. As a majority of customers now use the site to place orders, it's crucial for it to operate smoothly and reliably at all times. Recently a member of your team, Senior  more...

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

The Fundamentals of Globalization Strategies fo Globalization The Fundamentals of Globalization: Strategies fo Globalization Global strategies can range from adapting your standard products or services for local needs to obtaining cost advantages by producing in low-cost bases and selling in the most lucrative markets. Opportunities for achieving competitive advantage abound in the global marketplace. However, you must be able to determine which  more...

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

Microsoft Office 2007 Sharing Information with OneNote 2007 ... a central repository in which to store information about customers, projects, and meetings is vital. There's an ever-growing amount of information in a variety of formats and teams must stay in control. Office OneNote 2007 is a note-taking program which enables you to store typed text, handwritten notes, pictures, sketches, audio, and web research in one location. Notepads can be shared among  more...

Maintaining SQL Server 2008 Reporting Services ...Reporting Services and its components is key in providing customers and clients access to the Business Intelligence information they need. This course outlines the tools used and tasks involved in managing and maintaining access to Reporting Services and corresponding data. It covers the authentication subsystem and role-based authorization model used by Reporting Services, as well as the  more...

Oracle Database 11g R2 Installation Oracle Restart ... increased availability and scalability. It also provides customers with improved user service levels, reduced down-time, and more efficient use of IT resources as well as an increased level of performance and security. In addition it provides business intelligence and data warehousing. This course demonstrates how to install the Oracle Grid Infrastructure, use ASMCA to create disk groups, and  more...

Operations Mangement Inventory Management ... ability to make products and services available to their customers. Although inventory management is commonly associated with the manufacturing sector, many of its concepts and tools can also be applied to the service industry. This course deals with the key aspects of inventory management in a manufacturing or a service organization. It walks the learner through the valuation of inventories  more...

Operations Management Management of Quality ... goals of operations - producing products and services to customers' satisfaction, and helping the organization achieve its financial goals. Operations managers set out performance objectives to achieve these goals and measure the organization's quality-related performance against those objectives. A variety of best practice principles, tools, and techniques are used to manage and control  more...

Operations Management Facilities Planning Management ...Decisions about facility location must consider access to customers, resources, and utilities. Layout of facilities is determined by the nature of the organization, its production system, and the processes used for creating its products or services. When choosing the location and layout of a facility, service facility managers must be mindful of how products or services are delivered, so that  more...

The Food Beverage Industry Overview Version 3 ...ucts, to retailers who supply food and beverages to their customers. The industry is very competitive and participants are continually under pressure to contain costs. To remain competitive, many companies seek to exploit the economies of scale that result from mergers and acquisitions. At the same time health and safety is a paramount concern, and strict standards are legally enforced. The  more...

Strategic Sales Planning ...customers? What value propositions are you offering them and why? How do you plan effectively in order to maximize revenues and develop strong customer relationships? The use of strategic sales planning is one way to answer these important questions. Defining and developing an effective sales strategy is an essential part of any sales function and has a significant impact on the success or  more...

Preparing for Successful Sales Preparing for Successful Sales Selling can be a demanding, even daunting task. How do you develop a persuasive sales pitch? What makes for an effective sales presentation? What do you do when customers raise objections during a sales pitch? How do you close a sale? This course provides insight into the answers to these questions while it teaches you how to prepare for and deliver effective  more...

Developing Strong Customer Relationships ...essential for sustained sales success. Understanding your customers' needs and what they value is arguably the most important aspect of successfully developing and nurturing these relationships. Building customer relationships, however, is not a simple task it requires strong communication skills and an in-depth knowledge about how your customers operate, their strategic direction, and how you  more...

Developing a Customer-Focused Sales Approach ...derations that do not effectively meet the needs of their customers. But wouldn't placing the customer at the center of the equation generate better results? The short answer is yes. A customer-focused sales approach is structured around the customer's decision-making process and unique needs. But how do you know what these really are? What keeps customers up at night and drives their key  more...

Negotiation Skills for Sales Professionals Preparing to Negotiate Negotiation Skills for Sales Professionals: Preparing to Negotiate Effective sales negotiation skills are essential for any successful sales professional. However, being able to maximize the value of your proposal for both you and your customer isn't an easy task. This course provides direction on how to use a strategic negotiation process to strike effective, long-lasting, and profitable  more...

Managing Resources During Difficult Times Managing Resources During Difficult Times Companies facing tough times such as economic hardship or even extreme growth need to take action. In particular, they need to mind their costs, including their staff-related costs. It's important to communicate with employees about changes in costs and potential reductions in staff as soon as possible to maintain their commitment to the company.  more...

Basic Internet Specialist Certificate ...websites that sell. Students will learn how to deal with customers concerns, and the best way to provide support. Students will also learn how to deal with and avoid viruses. Along with creating websites, students will also learn about traffic reports and what they will mean to them as Webmasters. The most important principle in regards to the Internet, is how to use it to get the most  more...

Writing Web Content (Master Class)-Self Directed ..., provoke action, and satisfy your toughest audience?your customers. Based on extensive research in usability, readability, and attention, and supported by advice from experienced professionals, this course will help you get your prose in shape for Web success. If you are already writing content for the Web, you will get immediate help with common challenges. If you are thinking about writing  more...

QuickBooks Pro 2002 Level 1 After completing this course, even students with limited accounting knowledge will be at ease using QuickBooks Pro 2002 to create and manage the financial information of a small business. This course introduces the basic features of QuickBooks Pro 2002, including customer, vendor, employee, and inventory management. Students will learn how to add and edit customers; add vendors and purchase  more...

Dealing with Difficult Customers ...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 EXPLORER (IE) BROWSER REQUIRED - can't use  more...

How To Master Customer Service ...stomer 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...

Successful Negotiation ...egotiate successfully will improve your interactions with customers, coworkers, and even family members. This course will give you the strategies and techniques you will need to help you define opportunities in which negotiating would be appropriate and to create a win/win situation in each of your negotiations. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or  more...

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

Winning Over Difficult Customers ...icult customer. Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying experiences that influence their experience with you. Plan for these  more...

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

Human Resource Management in the 21st Century ...he 21st Century. Virtual offices, independent workforce, customers with multiple areas of interest and geographic locations all contibute to the HR challenge within today`s organizations. Today the battle to recruit and retain organizational talent presents new and different paradigms. Human Resource Management in the 21st Century takes the participant from the traditional HR practices, to the  more...

Build a Powerful Marketing Strategy--Instructor-Led ...undamental tenets of marketing: Target the right group of customers, and communicate the right message to that group. These simple rules are critical to any business`s success, yet few small businesses apply them effectively. This course will show you how to systematically approach the two most important questions you need to ask in your business?s operation: what?s the best target market, and  more...

Build a Powerful Marketing Strategy--Self-Directed ...undamental tenets of marketing: Target the right group of customers, and communicate the right message to that group. These simple rules are critical to any business`s success, yet few small businesses apply them effectively. This course will show you how to systematically approach the two most important questions you need to ask in your business?s operation: what?s the best target market, and  more...

Negotiate to Win ...ours. It`s not up to your boss or colleagues or spouse or customers. So get started!Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will have unlimited access to course materials for 12 months from the day of enrollment. This is a certificate program  more...

The Trump Way to Wealth ...ting enables users to collaborate online with colleagues, customers, and partners in real time ?with just a computer, and an Internet connection. You will hear your presenter live, through your computer speakers or headphones. You will see the presenter?s notes, as if you were watching an electronic chalk board. You will be able to ask questions online, using a simple chat function on your  more...

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

Harnessing the Internet ...rary, you most likely use the Internet daily, or you have customers who may ask you questions about the Internet. Sometimes you find the Internet very helpful and sometimes not so useful. This tutorial is a basic introduction to the Internet as a reference resource for individuals who work in public libraries. When you have completed this class your Internet searching skills will improve and  more...

Making Effective Screenshots: Saving Time, Increasing Impact ...illustrate documentation, develop GUI prototypes, support customers, and illustrate marketing brochures. But how can we take these screenshots efficiently, capturing what users need, modifying the images consistently, storing them for easy access, and placing them on our pages effectively? As a beginning communication professional you learn a lot about important topics such as writing  more...

QPRT Suicide Risk Assessment and Training Demonstrate a greater return on investment, develop and maintain formal procedures for increased productivity and consistency, implement methodologies to improve first contact resolution, and manage customer perceptions. Learn to use industry trends to run your organization effectively. This online course is a practical alternative for busy customer support professionals. Managers must master the  more...

Accelerate your Business Growth--Instructor-Led ...product strategy " that will get his product to the right customers and generate revenues. The steps to developing this strategy will be spread out over the course of five assignments. When your work is done, you`ll be left with a blueprint for introducing your own new product or service to the marketplace. After each assignment in this course, you will be able to compare your answers to those  more...

Accelerate your Business Growth--Self-Directed ...product strategy " that will get his product to the right customers and generate revenues. The steps to developing this strategy will be spread out over the course of five assignments. When your work is done, you`ll be left with a blueprint for introducing your own new product or service to the marketplace. After each assignment in this course, you will be able to compare your answers to those  more...

QuickBooks Pro 2008 ...accounting software. With Quickbooks, you can manage your customers, vendors, and employee accounting needs. In this course, you can learn the basics of Quickbooks 2008 such as how to use the interface, setup your companies, use lists, work with inventory, sell your products, invoice customers, process accounts receivable, work with bank accounts, and accounts payable. The user is given 1 year  more...

Advanced Customer Relationship Management -Part 2 ...ays highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty has evolved over the years and is now called Customer Relationship Management or CRM. CRM has assumed a crucial role in the enterprise. According to a study conducted by the Aberdeen Group  more...

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

Build a Powerful Branding Strategy--Instructor-Led ... special` by making a deep emotional connection with your customers and employees. In this one-of-a-kind course, you`ll learn how to effectively use branding to support and strengthen your company`s positioning towards your target market.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an  more...

Build a Powerful Branding Strategy--Self-Directed ... special` by making a deep emotional connection with your customers and employees. In this one-of-a-kind course, you`ll learn how to effectively use branding to support and strengthen your company`s positioning towards your target market.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an  more...

Introduction to Customer Relationship Management-Part 1 ...y`s highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty has evolved over the years and is now called Customer Relationship Management or CRM. This is an Instructor-Led course. Introduction to Customer Relationship Management (CRM)-Part 1 In today?s  more...

Complaints And Angry Customers ...ealing With Customer Complaints. The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they ™ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips  more...

Customer Astonishment: The Commitment to World-Class Customer Care ...entered a new age wherein we must positively astonish our customers by anticipating their needs. To be Customer Need Driven is the goal. It is essential to build on solid customer relationships, to listen continuously to recognize changing needs, and to earn the right to offer the very best solutions. Your customers expect leadership. As you demonstrate such a commitment, a true spirit of  more...

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

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

ESL for Business - E-mail Communication ...actice e-mails aimed toward a particular audience (peers, customers, and management). Instructor feedback on written assignments will guide students in improving their skills. Full Description Many times in business, your written words are your "calling card" to customers, vendors, and even associates and management within your own company. How do you feel about what you write: Do you feel  more...

ESL for Business - Letters and Memos ...ice letters and memos aimed toward a particular audience (customers and peers). Instructor feedback on written assignments will guide students in improving their skills. Full Description Many times in business, your written words are your "calling card" to customers, vendors, and even associates and management within your own company. How do you feel about what you write: Do you feel that  more...

ESL for Business - Special Documents ...n business, your written words are your "calling card" to customers, vendors, and even associates and management within your own company. How do you feel about what you write: Do you feel that because English is your second language, you don't communicate as well as others? Do you find your weak writing skills leave you at a disadvantage when it comes to advancement? Do you feel you need to  more...

Expert Certificate Course in Medical Billing ...medical practice, submitting claims, interfacing with the customers and insurance companies, to working with the physician or hospital staff to insure proper billing is done. Billers need to know insurance rules and regulations for various insurance plans, Medicare, Medicaid, and third-party payers. This course is designed to help you learn all of the clerical functions that a medical biller  more...

Expert Purchasing Management ...ing accountable for measurable results, pleasing internal customers, and ensuring that your purchasing staff improves its productivity, you may feel it is impossible to do a good job. After all, it isn't easy keeping up with evolving best practices, new technologies, and changing markets. But fortunately, there is a way for you to learn how to meet and exceed today's high standards for  more...

Keep Them Coming Back: Customer Retention Strategies That Work--Instructor-Led ...eating the kind of message that truly resonates with your customers.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will have unlimited access to course materials for 12 months from the day of enrollment. Keep Them Coming Back--Instructor-Led A  more...

Keep Them Coming Back: Customer Retention Strategies That Work--Self-Directed ...eating the kind of message that truly resonates with your customers.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will have unlimited access to course materials for 12 months from the day of enrollment. Keep Them Coming Back --Self-Directed A  more...

Professional Bar Management ...u simple ways to handle difficult situations with unhappy customers and employees, the duties of each employee, and key factors which are vital to a successful business. Professional Bar Management Managing a bar or restaurant can be an overwhelming experience. The physical, emotional and mental demands are extreme. This class will teach you simple ways to handle difficult situations with  more...

QuickBooks Pro 2005 ...ness applications. Matt has trained thousands of end user customers, channel partners, and corporate teams on dozens of products from Intuit, Microsoft, Corel, Novell, HP, Compaq, IBM, SCO and others. Matt currently develops course curriculum and provides product training seminars for Intuit, Microsoft, Novell, Hewlett Packard, and the Makau Corporation. After completing all three course  more...

QuickBooks Pro 2006 ...ness applications. Matt has trained thousands of end user customers, channel partners, and corporate teams on dozens of products from Intuit, Microsoft, Corel, Novell, HP, Compaq, IBM, SCO and others. Matt currently develops course curriculum and provides product training seminars for Intuit, Microsoft, Novell, Hewlett Packard, and the Makau Corporation. Enroll today in this course to start  more...

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

SalesPlus ...rtunities that result not only in sales but in developing customers who will continue to do business with them time and time again. Identifying potential sales opportunities, making the sale, and creating a customer relationship that will result in future business is the art of selling. By the end of this course you will know the process of selling, the conditions necessary for a customer to  more...

Build Your Own BIZ - Customer Service That Sells ...ustomer 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...

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

Writing Web Content (Master Class) ..., provoke action, and satisfy your toughest audience?your customers. Based on extensive research in usability, readability, and attention, and supported by advice from experienced professionals, this course will help you get your prose in shape for Web success. If you are already writing content for the Web, you will get immediate help with common challenges. If you are thinking about writing  more...

Customer Relations ...tions today are competing for consumers, so assuring that customers have a positive experience is a key aspect of any company ™s performance. This course highlights how customer relations relates to the bottom line, gives an overview of some common pitfalls in customer relations, and addresses concrete techniques to use with customers.As a extra added bonus, when you enroll you will  more...

Mastering Intuit QuickBooks Pro 2009 ...om creating a company file to tracking products, vendors, customers, assets and liabilities, along with building customized reports, this course allows you to master QuickBooks software so you can master your business.This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Bonus--1 year full course access. use as a handy,  more...

The Online Branding Environment ...ng by a thorough examination of the e-marketplace and its customers. Learners will explore the difference between traditional brands and cyberbrands as well as discover how to use the Web's interactivity to build strong online brands. The course also examines how consumers adopt brands in the Web environment and how marketers build strong brand relationships with consumers. If online branding  more...

Industry Overview Information Technology ...ather than ad hoc purchasing to solve a specific problem, customers are evaluating IT purchases in light of how they will serve strategic business needs and fulfill more fully defined processes and architectures. This reflects a fundamental change for the business IT industry, which affects and blurs the line between all segments including hardware, software, data, applications, and  more...

The Telecommunications Industry Overview Version 2 ...voring to provide crucial, uninterrupted service to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including  more...

Lean Value ...cting customer surveys, and used audits to determine what customers want. Yet, according to lean thinkers these techniques don't go far enough. They still departmentalize the value concept. Lean experts propose a more holistic view of value that stretches beyond organizational boundaries and stream from manufacturer to supplier to producer. This course explores this value principle in depth. In  more...

Inventory Management In today's economy, companies must be able to move large quantities of product quickly to locations across the globe. Overnight delivery methods have drastically altered customers' expectations regarding delivery times. Lead times of four to six weeks are no longer acceptable. In light of these changes, effective Inventory Management is no longer static- the emphasis is on movement, and quick  more...

Why Customer Driven ... company web sites that put them into direct contact with customers. Customer satisfaction--and quality--is quickly becoming the value-added feature that can make or break a product or a company.To satisfy customers and give them the quality they want, you need to look at how services and products are viewed by customers. This means asking customers what they want and then tuning your  more...

Translating Requirements into Process Goals ...Customers want quality. And quality includes customer requirements such as ease of use, reliability, or response time that are sometimes difficult to measure. To produce improvements that will generate the results customers want, these quality requirements must be redefined as measurable goals. The purpose of this course is to show you how to redefine customer quality requirements as measurable  more...

Implementing Improvements ...Customers' perception of quality is constantly changing in today's market. What the customer wants now may not be what he wants six months from now. This means that the traditional approach of continual small improvements may not be the approach of choice for certain products. Alternative approaches that generate more dramatic results might be a better choice. This course explores a variety of  more...

Strategic Decision Making The field of IT management continues to evolve as new methodologies and technologies are made available and adopted by the marketplace at large. Deciding what kinds of work your firm should outsource, whether to lease or buy, and the kinds of projects best kept in-house are matters of crucial concern to any IT manager. At the same time, an array of resource planning and management tools--CRM, ERP,  more...

Security Safety and Communication To understand the role of security in an organization, the importance of following safety and environmental guidelines, and how to communicate with customers in a professional manner  more...

Security Safety and Communication To understand the role of security in an organization, the importance of following safety and environmental guidelines, and how to communicate with customers in a professional manner  more...

Frontline Call Center Skills Simulation This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker." This simulation is based on the series "Frontline Call Center Skills" and contains  more...

American Business Formations in the 21st Century As a manager for your organization, you likely conduct business with numerous companies from different industries and of varying sizes and complexity. And just as you interact with individuals differently based upon their personalities and positions, so too, you conduct business with other companies based upon their different formations. In American business, there are four primary formations:  more...

Intellectual Property and Proprietary Rights ...organization's identity or ideas to internal and external customers. But how does management perform this function effectively while keeping the law on their side? This course introduces management to the essentials of intellectual property and proprietary rights. It includes introductions to current copyright, trademark, patent, and trade secret laws and presents methods for minimizing legal  more...

Communication Business Etiquette How's it going? Is this an appropriate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you  more...

Communicating for Results For many people, success in the workplace depends on their abilities to influence others to take a particular course of action. This course gives a practical demonstration of how to communicate for best results in three common, but sometimes difficult, situations. Firstly, you will learn the communication skills required to ensure the collaboration and cooperation of your colleagues and peers  more...

The Impact of Culture on Communication ... working as part of any global organization. Showing your customers and coworkers in different countries that you are in tune with them, and that you appreciate and value the differences between you, can help get your working relationships off to a flying start.In this course, you'll examine what culture means and what it doesn't, and look at some of the barriers relating to culture. You'll  more...

Call Center Communication Skills Communication 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 Customer Service ...ny 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 call center agents is designed to introduce the learner to the necessary information and tools  more...

The Inbound Call Center ...ment 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 for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology;  more...

Inbound Call Centers People Management ...centers are often the only link between a company and its customers. As a 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  more...

Inbound Call Center Technology Today, the technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how  more...

Performance Metrics for an Inbound Call Center The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze  more...

Excellence in Internal Customer Service In today's fast-changing and 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  more...

Working with Internal Customers ... 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 makes your organization more financially secure. Giving great service to your internal customers means that people you work with can  more...

Overcoming Internal Customer Service Problems ...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 of  more...

Professional Skills for Customer Service Agents ...er 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 few  more...

Managing Challenges in Customer Service ...to meet the challenges of handling all of these calls and customers with speed, skill, accuracy, and composure. This course helps CSAs to manage these challenges successfully. It teaches CSAs effective techniques for handling aggressive callers, such as controlling, outraged, and threatening customers. It also teaches CSAs practical methods of managing nonaggressive but nonetheless difficult  more...

Cross-selling in a Customer Service Call ...A), 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 for companies.To cross-sell effectively, you need to prepare for the cross-selling  more...

Discovering What Your Customers Want The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics.When customer satisfaction programs begin with a survey, and not a plan, the  more...

The Contact Center and the Technical Support Agent ...e 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 businesses realize the importance of CRM strategies to their survival. The first  more...

Assessing Customer Behavior ... 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...

E-Learning Essentials Part 2 Marketing Your Solution ...ective communication campaign. Unit 2: Marketing to Key Customers (0.5 - 1 hour) Identify common management concerns regarding e-learning. Identify guidelines for selling e-learning to executives. Identify guidelines for creating the business case for e-learning. Identify benefits to the learner  more...

Sales Skills Gaining Customer Commitment ...viduals who want to learn how to build relationships with customers and gain their commitment during a sales interaction. 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 Objectives Unit 1: Background Information (0.5 - 1 hour)  more...

Professional Selling Over the Phone Preparation Strategies ...ance. Respond appropriately to customers' communication styles. Apply the steps for creating a teleselling plan. Select guidelines to maximize the effectiveness of your telesales calls. Audience The target audience for this series is Inside and Outside Sales Representatives, Sales Managers, Account Managers and  more...

Professional Selling Over the Phone Closing a Sale ... The program provides processes for gaining feedback from customers, addressing rejection, resolving telesales objections, and closing a sale. In addition, the program offers the student guidelines for preparing to close sales with customers. Learn To Identify the guidelines for preparing to close telesales. Follow the process for  more...

Consulting Skills Serving as an Internal Consultant ...nd 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 for proprietary software that will allow your company  more...

Quality Management The Quality Management Process ... Identify the financial incentives for developing loyal customers. Audience Managers, supervisors, or team leaders who need to learn how to implement quality measures in order to increase quality within their organization. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning  more...

Managing Business Risk Risk Assessment Control Managing Business Risk: Risk Assessment and Control teaches learners about risk identification and environmental scanning. Students will also learn about evaluation and control of risk within organizations and the methods for classifying various organizational risks. Learn To Identify typical information sources used in an environmental scan.  more...

Visual InterDev 6 0 Planning a Web Application ...plication. Identify the Web maintenance expectations of customers in a given scenario. Identify the terms of the third-party maintenance agreements for a Web application. Identify the extensibility requirements of a Web application in a given scenario. Identify the guidelines for integrating a Visual InterDev solution with existing applications. Identify the availability levels for a  more...

Advanced Six Sigma The Improve Control Phases of DMAIC The Improve phase in the DMAIC model of Six Sigma implementation helps the practitioners to generate solutions, select the best solution, and implement it to improve the performance of processes. The Control phase is the final phase of the DMAIC model. It enables the Six Sigma team members to apply a set of tools and techniques to maintain the new improved process. Learn To:  more...

Oracle 11i10 Project Foundation Fundamentals Part 4 ...Identify uses of the options that help you manage project customers. Identify the steps to define a resource list. Identify features of different types of cycles. Identify features of options used to define work types. Unit 2: Project Classes and Types Identify uses of project classes and project types. Identify the options on the common tabs used for all project classes  more...

Oracle 11i10 Order to Cash Order Entry Overview ...for creating transaction types, defaulting rules, and end customers. The course also covers the header and line information that needs to be entered in an order. Learn To: Identify key areas in the order entry process. Identify characteristics of the Negotiation functionality. Create a transaction type for orders. Audience: The target audience is Functional  more...

International Business Essentials Conducting Business in Europe ... Trade Promotion team. It is your job to secure potential customers in the world market. Your first assignment is to establish rapport with Johann Kass and Nicolaus Schuler from Germany's Koertz Industries by properly adhering to cultural statutes. Your primary objective is to introduce the idea of a partnership with Icon. The overseas joint venture will be invaluable to both companies. Success  more...

Interconnecting Cisco Networking Devices Part 1 ...ort staff, account managers, and channel partner/reseller customers. The audience may be involved in designing, expanding and planning simple Cisco internetworks for small or medium-sized enterprises; and configuring and supporting multiprotocol internetworks. Deployment: e-Learning/self-study Accreditation CEU credits: 0.80 CEUs Language Options: US English  more...

Interconnecting Cisco Networking Devices Part 2 ...ort staff, account managers, and channel partner/reseller customers. The audience may be involved in designing, expanding and planning simple Cisco internetworks for small or medium-sized enterprises; and configuring and supporting multiprotocol internetworks. Deployment: e-Learning/self-study Accreditation CEU credits: 0.80 CEUs Language Options: US English  more...

Interconnecting Cisco Networking Devices Part 3 ...ort staff, account managers, and channel partner/reseller customers. The audience may be involved in designing, expanding and planning simple Cisco internetworks for small or medium-sized enterprises; and configuring and supporting multiprotocol internetworks. Deployment: e-Learning/self-study Accreditation CEU credits: 0.80 CEUs Language Options: US English  more...

Oracle 11i10 Order to Cash Customer Credit Management Setup This course provides an overview of the party model and elaborates on the tasks involved in managing parties and customer accounts. The course also covers the tasks involved in setting up credit management, reviewing credits, and managing credit reviews. Learn To: Identify features of the party model. Identify tasks involved in managing parties. Identify features of profile  more...

Cisco Internetwork Troubleshooting Part 1 ...ineers. Cisco employees, Channel Partners, Resellers, and customers may also take this course. It is expected that the target audience will be educated to degree level or equivalent in computer science or electrical engineering with some experience of maintaining Cisco internetworks. Deployment: Self-Study Accreditation: CEU credits: 0.80 CEUs Language Options:  more...

Cisco Internetwork Troubleshooting Part 2 ...ineers. Cisco employees, Channel Partners, Resellers, and customers may also take this course. It is expected that the target audience will be educated to degree level or equivalent in computer science or electrical engineering with some experience of maintaining Cisco internetworks. Deployment: Self-Study Accreditation: CEU credits: 0.80 CEUs Language Options:  more...

CIW E-Commerce Designer Part 3 Site Usability ...ing usability in Web site design. Identify ways to allow customers to search for products or services. Identify the features of a Web site that inform the customer about a product. Identify the benefits of e-service. Identify the guidelines for developing an e-service action plan. Identify the characteristics of synchronous service. Identify the e-commerce Web site administration tasks.  more...

Strategic Sales Gaining Access to the Executives ...ontacting an executive prospect. Identify the stages of customers needs. Identify how to approach executive customers in the buyer unawareness stage. Identify how to approach executive customers in the buyer realization stage. Identify how to approach executive customers in the buyer action stage. Identify the three types of buyers within an organization. Identify the guidelines for  more...

PowerPoint XP Curriculum ...a people-centric environment They should be involved with customers, groups or teams to the extent that they may be called upon to make a presentation on a topic. 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 Deployment Options Internet / Intranet,  more...

PowerPoint XP Proficient User ...a people-centric environment They should be involved with customers, groups or teams to the extent that they may be called upon to make a presentation on a topic. 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 Deployment Options Internet / Intranet,  more...

Moving from Technical Professional to Mgr Series Getting Started This course introduces the learner to some management fundamentals. Beginning with the requirements for IT success, the course outlines the roles of the IT manager as well as the skills required for effective management. It then teaches the principles of three types of management planning as well as the fundamentals of recruiting for new managers. Learn To: Identify key functional areas  more...

SAP R 3 v4 6 SD Custromer Service Representative ...ales and Distribution. o Master Data in SD Processing: - Customers and Business Partners. - Products and Services. - Conditions and Agreements. o Basic Functions in SD: - Sales Documents. - Material Determination. - Partner Determination. Unit 3: The Sales Employee in SAP R/3 1 - 2 hours o Inquiries, Quotations, and Orders: - Creating and Changing Inquiries. - Creating and Displaying  more...

Windows XP Install Admin Curriculum ...ddressing the implementation and desktop support needs of customers that are planning to deploy and support Microsoft Windows XP Professional in a variety of stand-alone and network operating system environments. They may also be involved in implementing and supporting Windows XP Professional. Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA  more...

Windows XP Install Admin Curriculum ...ddressing the implementation and desktop support needs of customers that are planning to deploy and support Microsoft Windows XP Professional in a variety of stand-alone and network operating system environments. They may also be involved in implementing and supporting Windows XP Professional. Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA  more...

QuickBooks 2003 Getting Started ...ickBooks 2003. Finally, the course outlines how to set up customers, accounts, and budgets. Learn To Identify component parts of the QuickBooks 2003 interface. Identify options in the EasyStep Interview wizard. Match Navigators with their functions. Deployment Options e-Learning Language Options  more...

Interpersonal Communication Telephone Skills Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone, properly address callers, and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions, employ strategies to control a conversation, and effectively handle situations with difficult  more...

Advanced Interpersonal Communication Communicating with Co-Workers ...ganization, such as peers, supervisors, subordinates, and customers/vendors. This program also offers guidelines for promoting ideas and handling human resource issues, such as negotiating raises and dismissing subordinates. Learn To Interact with an ineffective supervisor. Negotiate a raise with a supervisor.  more...

Excellence in Service Fundamentals for Employees ...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 supporting your internal team and how it positively enables you to  more...

Excellence in Service Solving Customer Problems ...oming upset. You will also learn how to effectively solve customers? problems and benefit from their complaints. Learn To: Identify ways to effectively communicate with customers by examining behavioral styles and using customer-friendly language. Identify ways to identify customer problems. Identify ways to solve customer problems. Audience: This course is for employees and  more...

Excellence in Service Working With Upset Customers ...Customers, you will learn how to successfully handle customers when they are upset, calm upset customers, and deal with abusive customers. In addition, you will learn how your own emotions affect your interactions with customers and how to reduce your stress. Learn To: Identify how to manage customer service stress by learning how to control your emotions and reduce your stress level.  more...

Excellence in Service Communicating With Customers Virtually ...Customers Virtually, you will learn how to adapt your telephone behavioral styles to your customers over the telephone. You will also learn how to project professionalism over the phone using various verbal techniques. In addition, you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail. Learn To: Identify ways to  more...

Excellence in Service Establishing Service Standards ...identify customer expectations by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set, develop, and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally, you will learn how to monitor performance against these standards to identify  more...

Excellence in Service Building Lasting Customer Relationships ...ntifying and delivering a solid value proposition to your customers. You will then understand how to add value by increasing customer responsiveness, promoting customer knowledge, and developing customer loyalty. You will learn how to build on customer loyalty by focusing on both the rational assessment, as well as emotional attachment, to your product or service. Learn To: Understand  more...

Call Center Inbound Customer Service ...ide excellent service and use your skills to fulfill your customers' needs. Learn To Understand your role as a representative of your company. Maintain a positive attitude when providing service. Open and close a customer service telephone call properly. Solve a customer's  more...

Call Center Mgt Managing an Inbound Call Center ...necessary technologies needed to best serve the company's customers. Learn To Select the functions of a call center. Identify the functions of an inbound call center agent. Provide consultation to a company that wants to establish a call center. Select building considerations.  more...

Call Center Mgt Measuring Quality Performance ...uidelines for presenting a positive company image to your customers. Apply methods for managing call volume. Calculate a rostered staff factor. Gain employee approval for a new scheduling decision. Identify reports that call center managers should use.  more...

Customer Relationship Mgt Fundamentals of CRM ... Identify the steps for creating loyal customers. Identify the goals of a market intelligence enterprise. Match the four types of customer relationship management with their descriptions. Select the goals of CRM. Sequence the steps of the  more...

Customer Relationship Mgt Implementing CRM ... Identify ways to achieve CRM goals and focus on customers. Identify the roles of a CRM implementation team. Match the reasons CRM programs fail to the appropriate method for overcoming failure. Identify the method for pilot testing CRM strategies. Match departments affected  more...

Leadership Development Motivation ... 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. Use job rotation, job enlargement, and job enrichment as motivators.  more...

Value Chain Management Elements of the Value Chain ... Identify criteria to target most profitable customers. Identify advantages of enhancing the product through outsourcing. Identify uses of technology in maximizing profit in the value chain. Identify ways to gain strategic control through branding. Audience Participants in this course may be  more...

Employee Performance Resolving Conflict ...Support is handling an alarming number of complaints from customers who cannot access their stock portfolios. Unit 3: Conflict Between Employees (0.5 - 1 hour) Assess the conflict situation. Identify the sources of conflict. Determine how personalities affect a conflict situation. Meet each party's  more...

Value Chain Management Managing a Value Chain ...rship. Responsibilities may include relationships between customers and suppliers. 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 Objectives Unit 1: Cost Advantage and the Value Proposition (0.5 - 1 hour) Analyze costs.  more...

Conducting Meetings Effective Meeting Communication ...in customer complaints. Several shipments have arrived to customers late which is causing tension among the employees. It is your responsibility to correct both the shipping and the employee relation problems. Unit 3: Listening Effectively and Asking Questions (0.5 - 1 hour) Understand how listening and questioning work together during a meeting.  more...

Value Chain Management Managing the Transition to a Value Chain ... Their responsibilities may include relationships between customers and suppliers. 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 Objectives Unit 1: Challenges of Value Chain Management (1 - 2 hours) Recognize challenges of  more...

Total Quality Management Principles ...aspects of the relationship between internal and external customers. Identify five quality checkpoints for customer satisfaction. Recognize how to develop a customer needs map. Identify the four stages of team development. Identify ways to manage team conflict. Simulation Overview:  more...

Correcting Performance Problems Addressing Performance Problems ...ount executive for Icon. After meeting several of Robin's customers at a recent tradeshow, you learned that they were unaware of improvements being made to Icon's Uninterrupted Power Source (UPS) products. Keeping existing and prospective customers informed of new features are part of Robin's responsibilities, so you need to hold a constructive feedback session with her. Your goal is to follow  more...

Managing the Expert Understanding Experts ...achments, and other environmental products for industrial customers. Laura has worked for a several different companies in this industry, including vendors, so she has a unique knowledge of vendors and pricing. In the simulation, you will need to set effective goals with Laura and help prevent burnout. Unit 3: Coaching the Expert (1 - 2 hours) Identify factors to  more...

Business Ethics Organizational Ethics ...l the units anyway and deal with potentially dissatisfied customers when the product cannot be delivered. Unit 2: Overcoming Organizational Ethical Dilemmas (0.5 - 1 hour) Identify the steps in creating a corporate code of ethics. Identify ways to ensure ethicality in the workplace. Perform an internal ethical audit.  more...

QuickBooks 2003 Curriculum ... the EasyStep Interview wizard and outlines how to set up customers, accounts, and budgets. The curriculum also introduces options in the Create Invoices Window and the Receive Payments window. This curriculum consists of two Skill Builder courses: QuickBooks 2003: Getting Started QuickBooks 2003: Up and Running Learn To See individual course descriptions for specific objectives and  more...

Team Leadership Promoting Your Team s Effectiveness Team Leadership: Promoting Your Team's Effectiveness offers the student an overview of how to set goals, prevent team ineffectiveness, and measure individual and team performance. The program covers in detail the steps for setting effective goals, the steps for measuring team and individual performance, and the advantages and negative effects of diversity. Learn To  more...

Cross-Functional Teams Goal Setting in a Cross-Functional Team ...hing a better way to handle incoming complaints from both customers and employees. Your role is to propose the use of cross-functional teams in the project. If you correctly identify the causes for success and failures of cross-functional teams, the executives might choose to implement them in the current project. Unit 2: The Structure of Cross-Functional Teams (0.5 - 1 hour)  more...

E-Commerce Implementation Issues ... Identify Web site personalization principles that allow customers to personalize their online shopping experience. Identify online product customization considerations. Identify the methods used to sell the same products to different audiences. Identify considerations for the management of an e-commerce Web site database. Identify factors to consider when integrating legacy  more...

Excellence in Service Series ...tomer 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 Standards Excellence in Service: Building a Customer Service Team Excellence in Service: Building Lasting Customer Relationships To review  more...

E-Business Part 7 Satisfying the Customer ...siness environment to better attract, retain, and satisfy customers. Learn To: a Identify techniques for using the Internet as a marketing tool. a Identify the elements required to build customers' trust. a Identify the guidelines for selecting a domain name. a Identify the features of marketing online. a Identify the considerations for attracting  more...

Telephone Skills Handling Difficult Calls This course stresses the importance of politeness and identifies the service that callers expect over the phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and  more...

Telephone Skills Effectively Mng Inbound Outbound Calls ...cluding calls for building relationships with prospective customers. Learn To Screen calls. Give the caller options. Deliver negative messages. Close a sale. Audience All front-line managers, supervisors, salespeople, and front-line administrative staff. Anyone who uses the phone professionally. Deployment Options e-Learning Accreditation NASBA credits: 3  more...

Frontline Leadership Positively Influencing Workplace Culture Frontline Leadership: Positively Influencing Workplace Culture covers the factors that determine workplace culture and outlines a process for leading employees through culture changes. This program also covers two styles of frontline leadership and offers tips for fostering a positive work environment, addressing negativity, and inspiring employee innovation. Learn To  more...

Project Leadership Overcoming Obstacles Project Leadership: Overcoming Obstacles covers the benefits of initiating change, how to handle employee responses to change, and how to encourage change. It also outlines how to recognize and reduce stress, as well as how to improve work habits. In addition, the program details how to manage and resolve team conflict. Learn To Identify strategies to help  more...

Business Code of Conduct Ethical Responsibility ...bility in the workplace by focusing on relationships with customers, prospects, competition, suppliers, creditors, and employees. identify effects of ethical behavior on the internal constituencies of a company. identify effects of ethical behavior on the external constituencies of a company. identify features of a corporate code of conduct. identify issues that a corporate code of conduct  more...

Advanced Six Sigma Leading Six Sigma Deployment ...ady adopted it. The audience can include suppliers and/or customers who may become involved in joint Six Sigma projects but have not adopted/deployed Six Sigma themselves. It is recommended that individuals take the first three courses in the series or have equivalent knowledge. Deployment: Self-Study Accreditation NASBA credits: 3 CPE CEU credits: 0.20 CEUs HRCI  more...

Six Sigma and the Voice of the Customer ... Today, organizations are admonished to heed the voice of customers and give them what they really want. "Voice of the customer," or VOC, is a Six Sigma?? term that refers to customers' actual, as opposed to assumed, product and service needs and desires. This course, Six Sigma and the Voice of the Customer, is a guide to understanding VOC and Six Sigma's strategies for identifying customers  more...

Six Sigma and Critical Customer Requirements ...tematic process for motivating a business to focus on its customers. In a Six Sigma?? environment, such a focus is central to success. In this course, you'll learn how QFD works. You'll explore ways to listen to the voice of the customer and how to understand that voice in substantive terms. You'll learn to use effective tools to examine what your customers say they need and to determine from  more...

Six Sigma Listening to the Voice of the Customer ...sses should be looking for the best way to gauge what its customers really need and want. In "Six Sigma: Listening to the Voice of the Customer," Six Sigma Green Belts and team members learn that best way. The course consists of two lessons: "Understanding Customer Requirements," and "Defining Customer Requirements." In lesson one, you'll discover methods for specifically identifying your  more...