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From 123-CBT Computer Based Training
Dealing with Irrational Customers and Escalating Complaints
Dealing with Irrational 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
more...
Dealing with Irrational Customers and Escalating Complaints
Dealing with Irrational 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
more...
Customer Service Processes and Procedures
Customer Service Processes and Procedures
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:
more...
Customer Service Processes and Procedures
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:
more...
Quality in a Support Center
Quality in a Support Center
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the
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
more...
The Customer Service Representative CSR
The Customer Service Representative (CSR) HDI HDI Customer Service Representative Customer Service Representative Certification Library
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result
more...
The Customer Service Representative (CSR) HDI HDI Customer Service Representative Customer Service Representative Certification Library
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result
more...
Customer Interactions
Customer Interactions
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support
more...
Customer Interactions
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support
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...
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...
Conflict Stress and Time Management
Conflict, Stress, and Time Management
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the
more...
Conflict, Stress, and Time Management
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the
more...
Introduction to the Service Desk
...Desk ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam
Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for completely different things will
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...Desk ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam
Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for completely different things will
more...
Service Desk Metrics and Outsourcing
...Desk Metrics and Outsourcing ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam
Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make
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...Desk Metrics and Outsourcing ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam
Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make
more...
Dealing with Irrational Customers Escalating Complaints
Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in
more...
Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in
more...
Quality in a Support Center
Quality in a Support Center HDI HDI Customer Service Representative Customer Service Representative Certification Library
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and
more...
Quality in a Support Center HDI HDI Customer Service Representative Customer Service Representative Certification Library
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and
more...
Customer Service Processes Procedures
Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended
more...
Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended
more...
Conglict Stress Time Management
Conglict, Stress & Time Management HDI HDI Customer Service Representative Customer Service Representative Certification Library
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be
more...
Conglict, Stress & Time Management HDI HDI Customer Service Representative Customer Service Representative Certification Library
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be
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...
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
Customer Interactions HDI HDI Customer Service Representative Customer Service Representative Certification Library
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper
more...
Customer Interactions HDI HDI Customer Service Representative Customer Service Representative Certification Library
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper
more...
From Online Training Directory
Certified Help Desk Professional Online
This online course is a practical alternative for busy customer support professionals.
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Certified Help Desk Professional Online
This online course is a practical alternative for busy customer support professionals.
more...
Ready, Set, XML for Non Programmers
... tags take your text through a maze of software from your desk to the user.
You learn about the critical role of software called a parser, that monitors the tags you write to make sure they are correct, then checks the structure of your document, to make sure it matches a standard defined in a Document Type Definition or Schema. Then you create all parts of an XML document, learning how to
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... tags take your text through a maze of software from your desk to the user.
You learn about the critical role of software called a parser, that monitors the tags you write to make sure they are correct, then checks the structure of your document, to make sure it matches a standard defined in a Document Type Definition or Schema. Then you create all parts of an XML document, learning how to
more...
Introduction to XML
... tags take your text through a maze of software from your desk to the user.
You learn about the critical role of software called a parser that monitors the tags you write to make sure they are correct, then checks the structure of your document, to make sure it matches a standard defined in a Document Type Definition or Schema. Then you create all parts of an XML document, learning how to
more...
... tags take your text through a maze of software from your desk to the user.
You learn about the critical role of software called a parser that monitors the tags you write to make sure they are correct, then checks the structure of your document, to make sure it matches a standard defined in a Document Type Definition or Schema. Then you create all parts of an XML document, learning how to
more...
Information Technology Infrastructure Library (ITIL)
...is course: IT Service Support IT Service Delivery Service Desk Service Level Management Incident Management Financial Management for IT Services Problem Management Capacity Management Change Management IT Service Continuity Management Release Management Availability Management Configuration Management Learner-friendly technology Get introduced to ITIL using our award-winning learner navigation
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...is course: IT Service Support IT Service Delivery Service Desk Service Level Management Incident Management Financial Management for IT Services Problem Management Capacity Management Change Management IT Service Continuity Management Release Management Availability Management Configuration Management Learner-friendly technology Get introduced to ITIL using our award-winning learner navigation
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911 OPERATOR TDD TRAINING
According to the Americans with Disabilities Act: "PSAPs should require or offer refresher training to recognize and process TTY calls at least as often as they require or offer training for voice calls, but at a minimum, every six months." This innovative online course consists of an online, interactive lesson. Once the lesson is completed, students participate in simulated conversations with
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According to the Americans with Disabilities Act: "PSAPs should require or offer refresher training to recognize and process TTY calls at least as often as they require or offer training for voice calls, but at a minimum, every six months." This innovative online course consists of an online, interactive lesson. Once the lesson is completed, students participate in simulated conversations with
more...
Customer Service Certificate
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student.
Welcome to Customer Service
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This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student.
Welcome to Customer Service
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Front Desk Agent- Instructor Led
... accounting administrative tasks performed by hotel front desk agents. Participants will experience the physical stamina required as a front desk agent multi tasks and trouble shoots each client contact.
FAQ How long will it take me to complete the course? Each course will take you between 15 - 20 hours a piece to complete. All courses are completely internet delivered and allow you to study
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... accounting administrative tasks performed by hotel front desk agents. Participants will experience the physical stamina required as a front desk agent multi tasks and trouble shoots each client contact.
FAQ How long will it take me to complete the course? Each course will take you between 15 - 20 hours a piece to complete. All courses are completely internet delivered and allow you to study
more...
Record Management & Retention Policy Use
... are obviously corporate records, as are things such as a desk calendar, an appointment book or an expense record.
Record Management A company's corporate records are one of its most important and valuable assets. Almost every employee is responsible for creating or maintaining corporate records of some kind, whether in the form of paper, computer data, microfilm, electronic mail or
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... are obviously corporate records, as are things such as a desk calendar, an appointment book or an expense record.
Record Management A company's corporate records are one of its most important and valuable assets. Almost every employee is responsible for creating or maintaining corporate records of some kind, whether in the form of paper, computer data, microfilm, electronic mail or
more...
From 123-CBT Computer Based Training
The Basics of Delegation
...striving to keep ahead of the paperwork that litters your desk? Perhaps it is time to consider sharing some of those tasks with your skilled employees. As you progress through this "Delegation Basics" course in the "Effective Delegation" series, you will discover what delegating is all about, what you need to do to prepare for and implement this process, and how to ensure that you and your
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The Basics of Delegation
...striving to keep ahead of the paperwork that litters your desk? Perhaps it is time to consider sharing some of those tasks with your skilled employees. As you progress through this "Delegation Basics" course in the "Effective Delegation" series, you will discover what delegating is all about, what you need to do to prepare for and implement this process, and how to ensure that you and your
more...
NetWare 5 Administration - Part 4
...
Import a workstation into the NDS tree.
Customize the desktop environment by configuring the user package policies.
Customize the desktop environment by using the computer system policy.
Identify the NDS Rights requirements necessary for remote control access.
Identify the workstation requirements before the remote control access can be enabled.
Setup remote control policy in a
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...
Import a workstation into the NDS tree.
Customize the desktop environment by configuring the user package policies.
Customize the desktop environment by using the computer system policy.
Identify the NDS Rights requirements necessary for remote control access.
Identify the workstation requirements before the remote control access can be enabled.
Setup remote control policy in a
more...
SQL Server 7 0 Designing Implementing Data Warehouses - Part 1
...g data. Identify the uses of collecting data from a help desk. Identify the benefits of users teaching the project team about the various aspects of their roles during data collection. Identify the guidelines for selecting interviewees who will help in gathering data warehouse requirements. Identify the guidelines to conduct interviews for gathering data. Unit 3: Analyzing Requirements
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...g data. Identify the uses of collecting data from a help desk. Identify the benefits of users teaching the project team about the various aspects of their roles during data collection. Identify the guidelines for selecting interviewees who will help in gathering data warehouse requirements. Identify the guidelines to conduct interviews for gathering data. Unit 3: Analyzing Requirements
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UNIX--Part 1 User Fundamentals
...ibes how to get started with UNIX, introducing the Common Desktop Environment (CDE) and the terminal window. It introduces files, directories, and printing and operations frequently performed on these. It teaches how to manipulate input and output, as well as how to compress and uncompress files. It also introduces the UNIX shell environment, shell functionality, and text patterns. L earn
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...ibes how to get started with UNIX, introducing the Common Desktop Environment (CDE) and the terminal window. It introduces files, directories, and printing and operations frequently performed on these. It teaches how to manipulate input and output, as well as how to compress and uncompress files. It also introduces the UNIX shell environment, shell functionality, and text patterns. L earn
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UNIX--Part 2 Advanced Topics for Users
...rators, Software Engineers, Database Administrators, Help Desk/Support. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Hardware and Processes Duration: 1 - 2 Hour(s) Identify the hardware requirements for a UNIX system. Identify the memory requirements of a UNIX system. Identify the features of job control. Track multiple processes. Change the state of a
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...rators, Software Engineers, Database Administrators, Help Desk/Support. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Hardware and Processes Duration: 1 - 2 Hour(s) Identify the hardware requirements for a UNIX system. Identify the memory requirements of a UNIX system. Identify the features of job control. Track multiple processes. Change the state of a
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UNIX User Curriculum
...ibes how to get started with UNIX, introducing the Common Desktop Environment (CDE) and the terminal window. It introduces files, directories, printing and operations frequently performed on these. It teaches how to manipulate input and output, as well as how to compress and uncompress files. It also introduces the UNIX shell environment, shell functionality, and text patterns. Additionally,
more...
...ibes how to get started with UNIX, introducing the Common Desktop Environment (CDE) and the terminal window. It introduces files, directories, printing and operations frequently performed on these. It teaches how to manipulate input and output, as well as how to compress and uncompress files. It also introduces the UNIX shell environment, shell functionality, and text patterns. Additionally,
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Solaris--Part 2 Network Administration
...re). Managing users and security. Providing advanced help desk and information services. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Printers and Terminals Duration: 2 - 3 Hour(s) Identify the characteristics of the print service. Set up a printer by using Admintool. Identify the CLI commands used to add a network printer. Identify the CLI commands used to
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...re). Managing users and security. Providing advanced help desk and information services. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Printers and Terminals Duration: 2 - 3 Hour(s) Identify the characteristics of the print service. Set up a printer by using Admintool. Identify the CLI commands used to add a network printer. Identify the CLI commands used to
more...
IBM AIX--Part 2 Network Administration
...istrator, Software Engineer, Database Administrator, Help Desk/Support, End User. L earn To: Identify the features of the print queue process on AIX. Identify the command-line interface (CLI) commands that are available to manage printing on AIX. Identify the functions of tty terminals on AIX. Identify network configuration options. Identify the features of Transmission
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...istrator, Software Engineer, Database Administrator, Help Desk/Support, End User. L earn To: Identify the features of the print queue process on AIX. Identify the command-line interface (CLI) commands that are available to manage printing on AIX. Identify the functions of tty terminals on AIX. Identify network configuration options. Identify the features of Transmission
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HP-UX--Part 1 Basic Administration
...istrator, Software Engineer, Database Administrator, Help Desk/Support. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Installation and Startup Duration: 2 - 3 Hour(s) Identify the features of HP-UX versions 10 and 11. Identify the function of the HP-UX system administrator. Identify the hardware requirements for installing HP-UX. Identify the features of
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...istrator, Software Engineer, Database Administrator, Help Desk/Support. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Installation and Startup Duration: 2 - 3 Hour(s) Identify the features of HP-UX versions 10 and 11. Identify the function of the HP-UX system administrator. Identify the hardware requirements for installing HP-UX. Identify the features of
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HP-UX--Part 2 Network Administration
...istrator, Software Engineer, Database Administrator, Help Desk/Support, End User. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Printers and Terminals Duration: 2 - 3 Hour(s) Identify the capabilities of printers in HP-UX. Add a local printer by using System Administration Manager (SAM). Identify the procedure to manage print queue jobs by using System
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...istrator, Software Engineer, Database Administrator, Help Desk/Support, End User. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Printers and Terminals Duration: 2 - 3 Hour(s) Identify the capabilities of printers in HP-UX. Add a local printer by using System Administration Manager (SAM). Identify the procedure to manage print queue jobs by using System
more...
Excel XP Fundamentals
...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems. Some learners may have a basic knowledge of either Microsoft Office 97 or 2000 programs. Content Emphasis Informational Deployment Options Internet / Intranet,
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...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems. Some learners may have a basic knowledge of either Microsoft Office 97 or 2000 programs. Content Emphasis Informational Deployment Options Internet / Intranet,
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Excel XP Proficient User
...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems. Some learners may have a basic knowledge of either Microsoft Office 97 or 2000 programs and should have taken Microsoft Excel 2002 Fundamentals course 74030. Content
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...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems. Some learners may have a basic knowledge of either Microsoft Office 97 or 2000 programs and should have taken Microsoft Excel 2002 Fundamentals course 74030. Content
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Excel XP Expert User
...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems, and basic knowledge of either Microsoft Office 97 or 2000 programs. Learners should have also completed courses 74030 and 74031 or have equivalent knowledge. Content
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...financial data. The audience will include end users, help desk/support personnel, and other network designers. It is expected that learners should have a working knowledge of Microsoft Windows 9x or later operating systems, and basic knowledge of either Microsoft Office 97 or 2000 programs. Learners should have also completed courses 74030 and 74031 or have equivalent knowledge. Content
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FrontPage XP Curriculum
Course Overview This curriculum introduces the learner to both the core elements and higher level skills required to work with Web sites in FrontPage 2002. Topics covered include the principles of designing, structuring and modifying a Web, the procedures essential to creating both Web pages and Web sites, and task management. SharePoint Team Services and FrontPage Server extensions are also
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Course Overview This curriculum introduces the learner to both the core elements and higher level skills required to work with Web sites in FrontPage 2002. Topics covered include the principles of designing, structuring and modifying a Web, the procedures essential to creating both Web pages and Web sites, and task management. SharePoint Team Services and FrontPage Server extensions are also
more...
FrontPage XP Curriculum
Course Overview This curriculum introduces the learner to both the core elements and higher level skills required to work with Web sites in FrontPage 2002. Topics covered include the principles of designing, structuring and modifying a Web, the procedures essential to creating both Web pages and Web sites, and task management. SharePoint Team Services and FrontPage Server extensions are also
more...
Course Overview This curriculum introduces the learner to both the core elements and higher level skills required to work with Web sites in FrontPage 2002. Topics covered include the principles of designing, structuring and modifying a Web, the procedures essential to creating both Web pages and Web sites, and task management. SharePoint Team Services and FrontPage Server extensions are also
more...
Frontpage XP Proficient User
...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Working knowledge of Microsoft Windows and the Internet is suggested. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time 6 to
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...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Working knowledge of Microsoft Windows and the Internet is suggested. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time 6 to
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Frontpage XP Proficient User
...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Working knowledge of Microsoft Windows and the Internet is suggested. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time 6 to
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...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Working knowledge of Microsoft Windows and the Internet is suggested. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time 6 to
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FrontPage XP Expert User
...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Leaners should have completed the FrontPage 2002 Proficient User course (74091). Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning
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...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Leaners should have completed the FrontPage 2002 Proficient User course (74091). Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning
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FrontPage XP Expert User
...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Leaners should have completed the FrontPage 2002 Proficient User course (74091). Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning
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...r this course include End users, Technical Managers, Help Desk Support and other Network Designers. Leaners should have completed the FrontPage 2002 Proficient User course (74091). Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning
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Word XP Curriculum
...is curriculum include End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have experience with Word 2002 Fundamentals. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE
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...is curriculum include End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have experience with Word 2002 Fundamentals. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE
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Word XP Fundamentals
... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have experience with Word 2002 Fundamentals. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE
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... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have experience with Word 2002 Fundamentals. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE
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Word XP Proficient User
... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Word 2002 and have taken the Microsoft Word 2002 Fundamentals course 74020. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits
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... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Word 2002 and have taken the Microsoft Word 2002 Fundamentals course 74020. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation Accreditation NASBA credits: 4 CPE Credits
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Word XP Expert User
... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have completed the Word 2002 Fundamentals and Proficient User courses (course numbers 74020 and 74021) or equivalent experience. Content Emphasis Skills-Based Deployment Options
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... this course includes End Users, Technical Managers, Help Desk/Support, Network Designers and Project Managers. Learners should have a working knowledge of Microsoft Windows and the Internet, and should have completed the Word 2002 Fundamentals and Proficient User courses (course numbers 74020 and 74021) or equivalent experience. Content Emphasis Skills-Based Deployment Options
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NDS 8 0 Advanced Tools Diagnostics Curriculum
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This curriculum is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
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...ors, Software Engineers, Network Administrators, and Help Desk/Support. This curriculum is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
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NDS 8 0 Advanced Tools Diagnostics Part 1
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
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...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
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NDS 8 0 Advanced Tools Diagnostics Part 2
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
more...
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
more...
NDS 8 0 Advanced Tools Diagnostics Part 3
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
more...
...ors, Software Engineers, Network Administrators, and Help Desk/Support. This course is for NetWare 4 or NetWare 5 CNEs, Master CNEs, CNIs, or experienced NDS administrators that have NetWare 4 or NetWare 5 CNE level experience. Learners should be CNE candidates or technical support personnel responsible for diagnosing and resolving problems with NetWare networks. Participants should have an
more...
Windows XP Install Admin Curriculum
...n XP Installation and Administration Part 2: Networks and Desktops, 72512 MS Win XP Installation and Administration Part 3: TCP/IP and NOS Environments, 72513 MS Win XP Installation and Administration Part 4: Remote and Mobile Computing, 72514 MS Win XP Installation and Administration Part 5: Disk and File Management. Certification: This Windows XP certification maps to vendor exam 70-270.
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...n XP Installation and Administration Part 2: Networks and Desktops, 72512 MS Win XP Installation and Administration Part 3: TCP/IP and NOS Environments, 72513 MS Win XP Installation and Administration Part 4: Remote and Mobile Computing, 72514 MS Win XP Installation and Administration Part 5: Disk and File Management. Certification: This Windows XP certification maps to vendor exam 70-270.
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Windows XP Install Admin Curriculum
...n XP Installation and Administration Part 2: Networks and Desktops, 72512 MS Win XP Installation and Administration Part 3: TCP/IP and NOS Environments, 72513 MS Win XP Installation and Administration Part 4: Remote and Mobile Computing, 72514 MS Win XP Installation and Administration Part 5: Disk and File Management. Certification: This Windows XP certification maps to vendor exam 70-270.
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...n XP Installation and Administration Part 2: Networks and Desktops, 72512 MS Win XP Installation and Administration Part 3: TCP/IP and NOS Environments, 72513 MS Win XP Installation and Administration Part 4: Remote and Mobile Computing, 72514 MS Win XP Installation and Administration Part 5: Disk and File Management. Certification: This Windows XP certification maps to vendor exam 70-270.
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MS Win XP Install Admin Part 1 Install Config
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
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MS Win XP Install Admin Part 1 Install Config
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
MS Win XP Install Admin Part 2 Networks Desktops
...s on the implementation, support and customization of new desktops, are also covered. Learn To: o Sequence the stages in the Windows XP Professional boot process. o Identify features of control sets in Windows XP Professional. o Identify guidelines for using the Last Known Good configuration to start a computer running Windows XP Professional. o Create a local user account in Windows
more...
...s on the implementation, support and customization of new desktops, are also covered. Learn To: o Sequence the stages in the Windows XP Professional boot process. o Identify features of control sets in Windows XP Professional. o Identify guidelines for using the Last Known Good configuration to start a computer running Windows XP Professional. o Create a local user account in Windows
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MS Win XP Install Admin Part 2 Networks Desktops
...s on the implementation, support and customization of new desktops, are also covered. Learn To: o Sequence the stages in the Windows XP Professional boot process. o Identify features of control sets in Windows XP Professional. o Identify guidelines for using the Last Known Good configuration to start a computer running Windows XP Professional. o Create a local user account in Windows
more...
...s on the implementation, support and customization of new desktops, are also covered. Learn To: o Sequence the stages in the Windows XP Professional boot process. o Identify features of control sets in Windows XP Professional. o Identify guidelines for using the Last Known Good configuration to start a computer running Windows XP Professional. o Create a local user account in Windows
more...
MS Win XP Install Admin Part 3 TCP IP NOS Environments
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
MS Win XP Install Admin Part 3 TCP IP NOS Environments
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
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MS Win XP Install Admin Part 4 Remote Mobile Computing
...rofessional. It discusses how to configure and use Remote Desktop. Topics teaching how to configure and support Microsoft Windows XP Professional for mobile computing, power management and configuring files for offline use are also covered. Learn To: o Identify features of virtual private network (VPN) connection from a Windows XP Professional client. o Identify New Connection Wizard
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...rofessional. It discusses how to configure and use Remote Desktop. Topics teaching how to configure and support Microsoft Windows XP Professional for mobile computing, power management and configuring files for offline use are also covered. Learn To: o Identify features of virtual private network (VPN) connection from a Windows XP Professional client. o Identify New Connection Wizard
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MS Win XP Install Admin Part 4 Remote Mobile Computing
...rofessional. It discusses how to configure and use Remote Desktop. Topics teaching how to configure and support Microsoft Windows XP Professional for mobile computing, power management and configuring files for offline use are also covered. Learn To: o Identify features of virtual private network (VPN) connection from a Windows XP Professional client. o Identify New Connection Wizard
more...
...rofessional. It discusses how to configure and use Remote Desktop. Topics teaching how to configure and support Microsoft Windows XP Professional for mobile computing, power management and configuring files for offline use are also covered. Learn To: o Identify features of virtual private network (VPN) connection from a Windows XP Professional client. o Identify New Connection Wizard
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MS Win XP Install Admin Part 5 Disk File Mgt
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
MS Win XP Install Admin Part 5 Disk File Mgt
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
...he Windows XP environment, and involved in providing help desk support for Windows XP Professional desktops. They also provide support for the Windows XP family of products, or support for a Microsoft Windows XP solution environment. Finally, they are involved in supporting Windows XP Professional in non-Microsoft network operating systems. Course prerequisites would be A+ and Network+
more...
Commerce Server 2000 Design Impl Part 2 Users Objects Catalogs
This is the second course in a five part series that covers the importance of user authentication and how to set up identification, authentication, and profiling systems for anonymous and registered users. The course also focuses on catalogs in a Commerce Server Web site, the tools used to create one, and the skills required to build Web pages to browse and search catalogs. Learn To: o
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This is the second course in a five part series that covers the importance of user authentication and how to set up identification, authentication, and profiling systems for anonymous and registered users. The course also focuses on catalogs in a Commerce Server Web site, the tools used to create one, and the skills required to build Web pages to browse and search catalogs. Learn To: o
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mySAP EBP 3 0 Overview Self Service Desktop Buying
...Desktop Buying will introduce the trainee to Supplier Relationship Management, and introduce him to the most important features of mySAP EBP 3.0, Enterprise Buyer Professional to purchase goods and services directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be
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...Desktop Buying will introduce the trainee to Supplier Relationship Management, and introduce him to the most important features of mySAP EBP 3.0, Enterprise Buyer Professional to purchase goods and services directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be
more...
HTML 4 Part 1 HTML Fundamentals
...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time
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...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time
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HTML 4 Part 1 HTML Fundamentals
...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time
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...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4 CPE Credits Language Options American English Total Learning Time
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HTML 4 Part 2 Advanced Topics
...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. In addition, students should have taken the first part of this series (86041). Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4
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...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. In addition, students should have taken the first part of this series (86041). Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4
more...
HTML 4 Part 2 Advanced Topics
...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. In addition, students should have taken the first part of this series (86041). Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4
more...
...des, System Administrators, Database Administrators, Help Desk/Support, Application Developers, System Analysts and Software Engineers. Learners are expected to have an understanding of basic Internet and Website concepts. In addition, students should have taken the first part of this series (86041). Content Emphasis Skills-Based Deployment Options Accreditation NASBA credits: 4
more...
Commerce Server 2000 Design Impl Part 4 Ad Campaigns Websites
...s 74119 Objectives Unit 1: Ad Campaigns with Business Desk 2 - 3 hours o Identify features of Commerce Server 2000 campaigns. o Identify considerations for targeting campaigns at specific users. o Create a target expression to specify the users for a campaign item. o Create a target group to define a set of conditions. o Create a page group. o Identify guidelines for shopping
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...s 74119 Objectives Unit 1: Ad Campaigns with Business Desk 2 - 3 hours o Identify features of Commerce Server 2000 campaigns. o Identify considerations for targeting campaigns at specific users. o Create a target expression to specify the users for a campaign item. o Create a target group to define a set of conditions. o Create a page group. o Identify guidelines for shopping
more...
CCNT Basic Data Communications v6 0 Part 1
...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
7 hours
Objectives:
Unit 1: Networks and Signals (3.5 hours)
Identify features of data communications.
Identify
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...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
7 hours
Objectives:
Unit 1: Networks and Signals (3.5 hours)
Identify features of data communications.
Identify
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CCNT Basic Data Communications v6 0 Part 2
...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
6 - 8 hours
Objectives:
Unit 1: Networks, SNA, and TCP/IP (2 hours)
Identify features of networks.
Identify features
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...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
6 - 8 hours
Objectives:
Unit 1: Networks, SNA, and TCP/IP (2 hours)
Identify features of networks.
Identify features
more...
CCNT Basic Data Communications v6 0 Part 3
...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
6 - 8 hours
Objectives:
Unit 1: LANs and Communications Equipment (3 - 4 hours)
Match IEEE 802 working groups with
more...
...base Administrators, Telecommunications Technicians, Help Desk/Supports, IT/Data Product Managers, and Data/Internet/Telecommunications Sales Personnel.
Deployment:
e-Learning
Language Options:
US English
Total Learning Time:
6 - 8 hours
Objectives:
Unit 1: LANs and Communications Equipment (3 - 4 hours)
Match IEEE 802 working groups with
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Moving from Technical Professional to Mgr Managing the IT Dept
...and WAN schematics. Identify methods of increasing help desk efficiency. Identify guidelines for getting the best possible hardware and software deals. Identify key issues in software licensing. Identify technical elements for an e-commerce Web site. Audience: This series is designed for technical professionals who are considering managerial positions within their
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...and WAN schematics. Identify methods of increasing help desk efficiency. Identify guidelines for getting the best possible hardware and software deals. Identify key issues in software licensing. Identify technical elements for an e-commerce Web site. Audience: This series is designed for technical professionals who are considering managerial positions within their
more...
From Serebra Learning Corporation
ITIL The Service Desk and Incident Management
..., and it covers one service support function--the service desk--and one service support process--incident management. This course is intended to help learners prepare for the IT service management foundation certificate exam. For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within
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..., and it covers one service support function--the service desk--and one service support process--incident management. This course is intended to help learners prepare for the IT service management foundation certificate exam. For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within
more...
Interacting with the Customer
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
more...
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
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
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Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt
more...
Managing Conflict Stress and Time
Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage
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Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage
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Customer Support Specialist Simulation
You are a call center representative for BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry,
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You are a call center representative for BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry,
more...
Customer Service Procedures
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide
more...
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide
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
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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
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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
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers'
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It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers'
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The Support Center Service
This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
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This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
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
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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...
Delegation Basics
...striving to keep ahead of the paperwork that litters your desk? Perhaps it is time to consider sharing some of those tasks with your skilled employees. As you progress through this "Delegation Basics" course in the "Effective Delegation" series, you will discover what delegating is all about, what you need to do to prepare for and implement this process, and how to ensure that you and your
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...striving to keep ahead of the paperwork that litters your desk? Perhaps it is time to consider sharing some of those tasks with your skilled employees. As you progress through this "Delegation Basics" course in the "Effective Delegation" series, you will discover what delegating is all about, what you need to do to prepare for and implement this process, and how to ensure that you and your
more...
Programming with XHTML 1 1 Basic Concepts
This course covers basic concepts about Extensible Hypertext Markup Language (XHTML). The course provides an overview of the World Wide Web (WWW) and markup languages including Standard Generalized Markup Language (SGML), Hypertext Markup Language (HTML), Extensible Markup Language (XML), and XHTML. The course also provides comparison between various markup languages. In addition, the course
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This course covers basic concepts about Extensible Hypertext Markup Language (XHTML). The course provides an overview of the World Wide Web (WWW) and markup languages including Standard Generalized Markup Language (SGML), Hypertext Markup Language (HTML), Extensible Markup Language (XML), and XHTML. The course also provides comparison between various markup languages. In addition, the course
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Programming with XHTML 1 1 Embedded Objects and Hyperlinks
This course covers basic concepts about embedded objects and hyperlinks in Extensible Hypertext Markup Language (XHTML) documents. The course describes various XHTML tags to embed multimedia objects such as images, audio, video, and animation. The course also provides information for creating hyperlinks, bookmarks, and image maps. The intended audience for this course includes Technical Managers,
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This course covers basic concepts about embedded objects and hyperlinks in Extensible Hypertext Markup Language (XHTML) documents. The course describes various XHTML tags to embed multimedia objects such as images, audio, video, and animation. The course also provides information for creating hyperlinks, bookmarks, and image maps. The intended audience for this course includes Technical Managers,
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Programming with XHTML 1 1 Advanced Tags
This course covers basic concepts about tables, forms, and frames. The course describes the tags and their attributes to create and format tables and define column groups. The course also explains the tags used to create static forms and frames. In addition, the course covers creating menus, specifying special characters, and setting colors for a Web page. Finally, the course describes the key
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This course covers basic concepts about tables, forms, and frames. The course describes the tags and their attributes to create and format tables and define column groups. The course also explains the tags used to create static forms and frames. In addition, the course covers creating menus, specifying special characters, and setting colors for a Web page. Finally, the course describes the key
more...
Programming with XHTML 1 1 CSS Metadata RDF Namespaces
This course covers basic concepts about cascading style sheets (CSS). The course describes various types of CSS used to format Extensible Hypertext Markup Language (XHTML) elements. The course also provides guidelines to create CSS and handle different types of browsers. Finally, the course covers the key concepts related to metadata, Resource Description Framework (RDF), and namespaces. The
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This course covers basic concepts about cascading style sheets (CSS). The course describes various types of CSS used to format Extensible Hypertext Markup Language (XHTML) elements. The course also provides guidelines to create CSS and handle different types of browsers. Finally, the course covers the key concepts related to metadata, Resource Description Framework (RDF), and namespaces. The
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Programming with XHTML 1 1 DOM and Dynamic XHTML
This course explains how to incorporate JavaScript in Extensible Hypertext Markup Language (XHTML) documents. The course describes various objects, properties, methods, and events of JavaScript. In addition, the course explains various constructs of JavaScript that help in developing dynamic Web pages. The course also covers key concepts of Document Object Model (DOM). Additionally, the course
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This course explains how to incorporate JavaScript in Extensible Hypertext Markup Language (XHTML) documents. The course describes various objects, properties, methods, and events of JavaScript. In addition, the course explains various constructs of JavaScript that help in developing dynamic Web pages. The course also covers key concepts of Document Object Model (DOM). Additionally, the course
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Programming with XHTML 1 1 Advanced Concepts
This course provides information about certain advanced concepts related to Web development. The course covers working with multiple-frame applications. It also provides information about uses of Extensible Markup Language (XML) in Web development. The course describes creating XML documents, Document Type Definitions (DTDs), and schemas. In addition, the course provides information about valid
more...
This course provides information about certain advanced concepts related to Web development. The course covers working with multiple-frame applications. It also provides information about uses of Extensible Markup Language (XML) in Web development. The course describes creating XML documents, Document Type Definitions (DTDs), and schemas. In addition, the course provides information about valid
more...
Data Management in Commerce Server 2000
To discuss data management in Commerce Server 2000 IT professionals who wish to use Commerce Server 2000 to implement and design e-commerce solutions; students preparing for Microsoft certification in the Designing and Implementing Solutions with Microsoft Commerce Server 2000 exam
more...
To discuss data management in Commerce Server 2000 IT professionals who wish to use Commerce Server 2000 to implement and design e-commerce solutions; students preparing for Microsoft certification in the Designing and Implementing Solutions with Microsoft Commerce Server 2000 exam
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Deployment Tasks for Microsoft Commerce Server 2000
To describe how to deploy Commerce Server 2000 IT professionals who wish to use Commerce Server 2000 to implement and design e-commerce solutions; students preparing for Microsoft certification in the Designing and Implementing Solutions with Microsoft Commerce Server 2000 exam
more...
To describe how to deploy Commerce Server 2000 IT professionals who wish to use Commerce Server 2000 to implement and design e-commerce solutions; students preparing for Microsoft certification in the Designing and Implementing Solutions with Microsoft Commerce Server 2000 exam
more...
Servers and their Components
To identify the functions, features, and components of servers Service managers, technicians, systems engineers/administrators, help desk staff, service and repair professionals, system analysts and integrators, PC support specialists, network engineers/administrators/analysts/architects/managers/specialists
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To identify the functions, features, and components of servers Service managers, technicians, systems engineers/administrators, help desk staff, service and repair professionals, system analysts and integrators, PC support specialists, network engineers/administrators/analysts/architects/managers/specialists
more...
HDI Help Desk Analyst Help Desk Processes
This course provides an overview of the processes involved in a Support Center. It covers the key concepts related to managing processes including incident management, problem management, change management, knowledge management, quality management, security management, and business continuance management. This course also covers service metrics and service measures such as conducting and
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This course provides an overview of the processes involved in a Support Center. It covers the key concepts related to managing processes including incident management, problem management, change management, knowledge management, quality management, security management, and business continuance management. This course also covers service metrics and service measures such as conducting and
more...
HDI Help Desk Analyst Support Center Introduction
This course provides an introduction to Support Center services. The course also describes the phases in the evolution of the support industry and the trends that have influenced Support Center services. In addition, this course provides information about the responsibilities of Support Centers, HDAs, and customers. HDI's HDA test and training material is aimed at individuals who have studied the
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This course provides an introduction to Support Center services. The course also describes the phases in the evolution of the support industry and the trends that have influenced Support Center services. In addition, this course provides information about the responsibilities of Support Centers, HDAs, and customers. HDI's HDA test and training material is aimed at individuals who have studied the
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CCNT Basic Data Communications v6 0 Part 1
This course gives students an introduction to data networks, signals and to data transmission. The Data Networks and Signals section teaches about data terminal equipment (DTE), data communication equipment (DCE), the OSI model, and analog and digital signals. The Data Transmission section teaches about half-duplex and full-duplex circuits, and switched and non-switched data circuits. This section
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This course gives students an introduction to data networks, signals and to data transmission. The Data Networks and Signals section teaches about data terminal equipment (DTE), data communication equipment (DCE), the OSI model, and analog and digital signals. The Data Transmission section teaches about half-duplex and full-duplex circuits, and switched and non-switched data circuits. This section
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CCNT Basic Data Communications v6 0 Part 2
This course teaches students about networks and transmission principles. The networks section teaches about local area networks (LANs), wide-area networks (WANs), hierarchical WANs, and LAN components. This section also teaches about system network architecture (SNA), and TCP/IP. The Transmission Principles section teaches about data protocols, DTE to DCE interface standards, and transmission
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This course teaches students about networks and transmission principles. The networks section teaches about local area networks (LANs), wide-area networks (WANs), hierarchical WANs, and LAN components. This section also teaches about system network architecture (SNA), and TCP/IP. The Transmission Principles section teaches about data protocols, DTE to DCE interface standards, and transmission
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CCNT Basic Data Communications v6 0 Part 3
This course teaches students about data communications equipment and media. The LANs and Communications equipment section teaches about the Institute for Electrical and Electronic Engineering (IEEE), analog and digital communication, modulation, multiplexers, and the Synchronous Optical Networks (SONET) protocol. The Transmission Media section teaches about transmission media cables and wireless
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This course teaches students about data communications equipment and media. The LANs and Communications equipment section teaches about the Institute for Electrical and Electronic Engineering (IEEE), analog and digital communication, modulation, multiplexers, and the Synchronous Optical Networks (SONET) protocol. The Transmission Media section teaches about transmission media cables and wireless
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mySAP EBP 3 0 Overview
...Desktop Buying will introduce the trainee to Supplier Relationship Management, and introduce him to the most important features of mySAP EBP 3.0, Enterprise Buyer Professional to purchase goods and services directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be
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...Desktop Buying will introduce the trainee to Supplier Relationship Management, and introduce him to the most important features of mySAP EBP 3.0, Enterprise Buyer Professional to purchase goods and services directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be
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Networking Basics
This course teaches the student basic networking concepts and skills. It also provides an understanding of data communication standards. Further, it helps the student understand networking terminology and technologies. It also provides an overview of how data is transferred in a real-world network environment. This course is designed for technical managers, help desk/support personnel and
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This course teaches the student basic networking concepts and skills. It also provides an understanding of data communication standards. Further, it helps the student understand networking terminology and technologies. It also provides an overview of how data is transferred in a real-world network environment. This course is designed for technical managers, help desk/support personnel and
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LAN Fundamentals
This course provides students with an introduction to the concepts, components, and various architectures of LAN technologies. It also helps the student understand the fundamentals of network management and LAN security. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of data communications and networking.
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This course provides students with an introduction to the concepts, components, and various architectures of LAN technologies. It also helps the student understand the fundamentals of network management and LAN security. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of data communications and networking.
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WAN Fundamentals
This course explains the emerging WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN, MAN, internetworking, digital data services, and advanced data communications.
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This course explains the emerging WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN, MAN, internetworking, digital data services, and advanced data communications.
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Creating Queries Forms with Access 2002
The Creating Queries and Forms with Access 2002 WBT is the second course of the Office XP: Access 2002 curriculum, which familiarizes users with the advanced features of Access 2002 that they can use while retrieving and presenting data stored in an Access database. These features include formulating simple and advanced SQL queries, and creating and designing forms. Additionally, this course
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The Creating Queries and Forms with Access 2002 WBT is the second course of the Office XP: Access 2002 curriculum, which familiarizes users with the advanced features of Access 2002 that they can use while retrieving and presenting data stored in an Access database. These features include formulating simple and advanced SQL queries, and creating and designing forms. Additionally, this course
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Creating Reports Charts Macros with Access 2002
The Creating Reports, Charts, & Macros with Access 2002 WBT is the third course of the Office XP: Access 2002 curriculum. This course familiarizes users with report and chart creation in Access 2002. The course also details the process of modifying the existing report and chart designs, and creating various types of handouts for them. Additionally, the course guides the users to use Access as a
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The Creating Reports, Charts, & Macros with Access 2002 WBT is the third course of the Office XP: Access 2002 curriculum. This course familiarizes users with report and chart creation in Access 2002. The course also details the process of modifying the existing report and chart designs, and creating various types of handouts for them. Additionally, the course guides the users to use Access as a
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Microsoft Commerce Server 2000 Design and Implementation Part 1: Introduction
This is the first course in a five part series that covers Commerce Server 2000, focusing on business, functional, and integration requirements that need to be considered in preparation for its deployment. The course then covers Business to Consumer Web sites and fundamental elements of Commerce Server 2000, including installation, administration tools, site packaging, and Commerce Server Manager.
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This is the first course in a five part series that covers Commerce Server 2000, focusing on business, functional, and integration requirements that need to be considered in preparation for its deployment. The course then covers Business to Consumer Web sites and fundamental elements of Commerce Server 2000, including installation, administration tools, site packaging, and Commerce Server Manager.
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Microsoft Commerce Server 2000 Design and Implementation Part 2: Users, Objects, and Catalogs
This is the second course in a five part series that covers the importance of user authentication and how to set up identification, authentication, and profiling systems for anonymous and registered users. The course also focuses on catalogs in a Commerce Server Web site, the tools used to create one, and the skills required to build Web pages to browse and search catalogs.
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This is the second course in a five part series that covers the importance of user authentication and how to set up identification, authentication, and profiling systems for anonymous and registered users. The course also focuses on catalogs in a Commerce Server Web site, the tools used to create one, and the skills required to build Web pages to browse and search catalogs.
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Microsoft Commerce Server 2000 Design and Implementation Part 4: Ad Campaigns, Web Sites, and Shopp
This is the fourth course in a five part series that teaches how to build ad, discount, and direct mail campaigns. It provides basic coverage of what packaging is, how it works, and when and why the learner will want to package their Commerce Server Web sites. Topics that teach how to manage user accounts and managing orders are also covered.
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This is the fourth course in a five part series that teaches how to build ad, discount, and direct mail campaigns. It provides basic coverage of what packaging is, how it works, and when and why the learner will want to package their Commerce Server Web sites. Topics that teach how to manage user accounts and managing orders are also covered.
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IBM/AIX Part 2: Network Administration
This course covers all the UNIX implementation tracks aimed at a system administrator and the following job roles Application Developer Technical Manager System Analyst System Administrator Software Engineer Database Administrator Help Desk/Support End User.
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This course covers all the UNIX implementation tracks aimed at a system administrator and the following job roles Application Developer Technical Manager System Analyst System Administrator Software Engineer Database Administrator Help Desk/Support End User.
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From Contented Enterprises Limited
Contented Diploma in Accessible Content
...or content authors.
10. Accessible DOCs and PDFs.
All desk workers, knowledge workers and professionals need these specialized web writing skills and an understanding of accessibility for their everyday work. Otherwise the content they create will not comply with WCAG 2. 0 or Section 508 of the US Rehabilitation Act, causing an otherwise accessible web site or intranet to fail. This 10-15
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...or content authors.
10. Accessible DOCs and PDFs.
All desk workers, knowledge workers and professionals need these specialized web writing skills and an understanding of accessibility for their everyday work. Otherwise the content they create will not comply with WCAG 2. 0 or Section 508 of the US Rehabilitation Act, causing an otherwise accessible web site or intranet to fail. This 10-15
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From Futurepoint Technologies
SQL SERVER DBA ONLINE TRAINING FUTUREPOINT
...ne Software Training sessions at your leisure time @ your desk.
a Online training can save Ur
1. Money
2. TIME
3. Travelling Expenses
4. Customize Your course content
Course Offerings
IBM Lotus Notes (Development)
IBM Lotus Notes Domino Server Administration
IBM Web Sphere Application Server Administration (WAS)
IBM MQ
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From ProTrain Online
Help Desk/Customer Service Training
...materials that are powerfully engineered to ease IT, help desk and support professionals' training experience - making training and certification faster, more convenient and less expensive than traditional training classes. As a Customer Service Representative, you are often the only point of contact for the customer. To him or her - you are the company. This curriculum will help you and your
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...materials that are powerfully engineered to ease IT, help desk and support professionals' training experience - making training and certification faster, more convenient and less expensive than traditional training classes. As a Customer Service Representative, you are often the only point of contact for the customer. To him or her - you are the company. This curriculum will help you and your
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From BMC Software, Inc
BMC Remedy AR System 75 Foundation - Part 1 WBT
...medy ITSM 7. 5 applications, including BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), and BMC Remedy Asset Management. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy
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...medy ITSM 7. 5 applications, including BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), and BMC Remedy Asset Management. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy
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BMC Remedy ITSM 75 Administering - Part 1 WBT
This online course provides ITSM application administrators, developers and consultants with an introduction to ITSM 7. 5. x application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM 7. 5. x applications. It provides BMC Remedy IT Service Management 7. 5. x administrators with the concepts and skills needed to incorporate best practices
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This online course provides ITSM application administrators, developers and consultants with an introduction to ITSM 7. 5. x application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM 7. 5. x applications. It provides BMC Remedy IT Service Management 7. 5. x administrators with the concepts and skills needed to incorporate best practices
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From Telephone Doctor Customer Service Training
ServiceSkillscom Web-based Customer Service Training
... powerful system include:
Your staff will learn at their desk which minimizes down time.
Travel is eliminated which will save your organization valuable resources.
Employees can learn when it's convenient for them which reduces hassles and schedule conflicts.
It's intuitive and simple to operate. Anyone can use it.
Web-based courses offer the ability to send a consistent, uniform training
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From EduFirst Consulting Services, Inc
Online CDA Certificate Program
Congratulations on taking an important step towards receiving your CDA credential! EFCSa ™s Online CDA & Online Renewal Training meets the core competencies outlined by the Child Development Associate (CDA) National Credentialing Program and have been Bright from the Start approved. All training awards IACET (International Association for Continuing Education and Training) CEUs which are
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Congratulations on taking an important step towards receiving your CDA credential! EFCSa ™s Online CDA & Online Renewal Training meets the core competencies outlined by the Child Development Associate (CDA) National Credentialing Program and have been Bright from the Start approved. All training awards IACET (International Association for Continuing Education and Training) CEUs which are
more...
Online CDA Support Training Package
EFCS, Inc. has designed a special training package to help move you another step closer to receiving your CDA credential. This package includes all 120 hours of training, Essentials for Child Development (2nd Edition) textbook, eSource CDA Professional Resource Portfolio Binder , and mentoring support and coaching for one low price. Our CDA training meets the core competencies outlined by the
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EFCS, Inc. has designed a special training package to help move you another step closer to receiving your CDA credential. This package includes all 120 hours of training, Essentials for Child Development (2nd Edition) textbook, eSource CDA Professional Resource Portfolio Binder , and mentoring support and coaching for one low price. Our CDA training meets the core competencies outlined by the
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From PDHengineer. com-Decatur Professional Development, LLC
Electrical Forensics Engineering
...ngineer do his or her job properly. It is not a nice neat desk job, although there is a lot of writing and research required. The field work is dirty, messy, and necessary. Imagine arriving at the scene of a multi-million fire and being asked to prove or disprove that an electrical event was the cause of the fire. There are lawyers, investigators, owners, police and curious onlookers present.
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...ngineer do his or her job properly. It is not a nice neat desk job, although there is a lot of writing and research required. The field work is dirty, messy, and necessary. Imagine arriving at the scene of a multi-million fire and being asked to prove or disprove that an electrical event was the cause of the fire. There are lawyers, investigators, owners, police and curious onlookers present.
more...
From Canadian Centre for Professional Development
Telephone Customer Contact
A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.
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A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.
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From Skillspride Online Training
Help Desk Analyst
...Desk Institute's " Help Desk Analyst certification. Readers will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts. The material in this course will help you to learn the HDI Certified Help Desk
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...Desk Institute's " Help Desk Analyst certification. Readers will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts. The material in this course will help you to learn the HDI Certified Help Desk
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online course |
instructor-led class |
learn at home |
group study |
self-directed study |
cd-based training |
DVD video training |
printed book |
e-book digital book |
workshop seminar |
train the trainer |
computer-based learning |
discount pricing |
online tutorial |
