Online Customers eLearning - Training Resources

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...

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...

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...

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...

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...

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...

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...

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...

Search Engine Training Workshop (With Trial Software) ...ories. Search engines are the fastest way for prospective customers to find your site. So do not underestimate what good positioning in the search engines can do for you. It has been estimated that up to 80 percent of all web site traffic comes from the major search engines. How can you learn what to do to get your web site ranked high in the engines? By completing each lesson, students will  more...

Selling With an Unfair Advantage: No Lying, Cheating or Deception ...at you and your salespeople can do right now to help your customers buy more from you. You can go through the 5 sessions in about 2 hours each. Each session has a presentation, an action item for you to do on your own, an assessment and a discussion board for you to ask questions and share ideas. You`ll receive each session about 1 week apart. It is highly recommended to have the 2 online  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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Build Your Own BIZ(tm) - 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...

Build Your Own BIZ(tm) - 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...

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...

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...

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 2007 ...accounting software. With Quickbooks, you can manage your customers, vendors, and employee accounting needs. In this course, you can learn the basics of Quickbooks 2007 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. In the advanced level,  more...

Demanding Customers ...Customers The Demanding 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  more...

Complaints And Angry Customers ...Customers 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 participants with a process to help  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...

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...

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...

SAP Sales & Distribution ...ith SAP's logistics. Course Goal: - learn about customers and business partners - learn how to work with quotations and sales orders - create deliveries and billing documents - run basic sales reports Release: ECC 6. 0 (newest SAP release) Audience: - End users Prerequisite: - Basic SAP skills (SAP101) - A general understanding of logistics terms Exam &  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...

Developing Excellent Time Management Habits Time management shouldn't be a separate activity--it should be an integral part of the way you do things. For this to happen, you need to be able to develop good time management habits and avoid bad ones. An effective use of time also involves managing your environment, managing your use of technology, and managing the time-wasting activities of people around you. Today we are often overwhelmed by  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 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 effectively. You'll have opportunities to  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 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 gatekeepers. You will learn the steps involved  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...

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...

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...

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...

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...

Customer Service 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...

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

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

The Customer Support Specialist CSS ...must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the  more...

Establishing Team and Customer Relationships This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a  more...

Interacting with the Customer ...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...

Effective Communication Skills Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt  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...

ITIL The Service Desk and Incident Management ...izations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction.The delivery and support of IT services are  more...

ITIL V3 - ITIL 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...

ITIL V3 - Service Design Processes IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes.  more...

ITIL V3 - Continual Service Improvement Fundamentals IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will  more...

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

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

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...

Advancing Service Expertise It's obviously a treat to have a sumptuous meal at a five-star restaurant, or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty, and this course shows us how to make "five star attitude" an integral part of our service commitment. These lessons are designed to foster awareness and  more...

Customers Confrontation and Conflict Is there anything that can torpedo your work day more than an arrogant, obnoxious, rude customer? YES Not knowing how to handle one It's challenging to stay service-minded when the person you are dealing with is being "difficult." This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations.  more...

Overcoming Difficult Service Situations Your customer's face is more contorted than anything you've ever seen...eyes bulging, fists clenched, and a scowl that makes Scrooge look like a nice guy. It's tempting to cut and run, but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning  more...

The EXCEL Acronym Instilling Service Excellence ...for X-Ray questions, developing the skills to "read" your customers by asking the right questions in the right way. It's a great relief to be able to say, "Case Closed" when there's a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots, and in the "C" topic, this course gives you the steps to close off problematic customer issues by  more...

Service Teams and Service Stars ...rtance of long-term focus, and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence, you will look inside the workings of a championship team, a group that has the know-how to deliver  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...

The Customer s Voice ...cessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customer's Voice", but you have to know how to listen. Learn about the dynamics of client expectations, and the inconsistent,  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...

Making Telephone Calls Count ...make every call count. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are  more...

The Fundamentals of Exceptional Customer Service You've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to  more...

E-mail as a Marketing Tool ...customers? How can you build stronger relationships with new and existing customers? How can you boost sales of your company's products and services? This course will provide you with useful strategies to help you incorporate electronic mail into your marketing approach. Learn how to communicate effectively with your customers through e-mail. You and your company will benefit from better  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...

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 ... 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 your growth potential. Developing strong, respectful relationships with your customers is a win-win situation. This course introduces the ingredients for creating and maintaining more effective  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 when  more...

Relationship Management - Preparing the Client Relationship In "Relationship Management - Preparing the Client Relationship," you will learn about the importance of developing a relationship with a client in which you serve not as a salesperson, but as a trusted advisor. You will learn what unique needs clients have as a result of the Information Age and the importance that trust plays in turning clients into loyal customers. You will also learn what  more...

Eliciting Requirements ...m requirements. This is done by communicating with users, customers, and any other stakeholders in the development of a system. It is a pivotal knowledge area of business analysis and, as such, the business analyst must be able to elicit requirements that are complete, clear, correct, and consistent. In this course, learners will examine the preparation tasks, recommended practices, and proven  more...

Measuring Process Capability and Performance in Six Sigma ...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 activity in Six Sigma DMAIC methodology. Six Sigma teams use  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...

Define the Six Sigma Opportunity Have you ever heard someone say, "That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course, Define the Six Sigma Opportunity, is a guide for choosing those  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...

Design of Experiments DOE ...understanding of how and why their processes fail to meet customers' expectations. Organizations use the Design of Experiments (DOE), a key methodology of the Six Sigma Improve phase, to quantify with statistical precision the factors that are causing this gap. Well-designed experiments result in effective process redesign, and ultimately, improved organizations. This course explains how to  more...

Lean Concepts ...and improve investment returns while better serving their customers. To meet these challenges, organizations have turned to Lean Thinking, which seeks the elimination of all forms of waste, strives for continuous improvement, and simplifies business processes. This course explores how businesses that implement Lean Thinking learn how to reduce waste, streamline production and improve  more...

Lean Tools At its heart, being Lean seeks to eliminate waste from the organization. By applying Lean tools and techniques, organizations can become more competitive, agile, and responsive to customer demands. This course highlights the implementation of Lean tools in the production and manufacturing environment. These tools have derived largely from the development of the Toyota Production System (TPS). In  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...

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...

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 revolutionize productivity in your organization,  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...

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: US English  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: 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 Total  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 Total  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 Total  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 systems  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 ...pplication. 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 Web  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: Understand  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 in the  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 Implementers and  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...

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 classes.  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...

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 credits: 1 Hour  more...