Online Not eLearning Training

Complete Course in Professional Medical Transcription using MIME method of instruction (Special Pricing Edition) Same great complete Professional Edition course but designed for the student who does not want to incur course material fees. Registration Fee waived.  more...

Preventing Sexual Harassment for Employees ...assment is everyonea s responsibility, but employees may not know exactly what to do unless things are spelled out fairly clearly. This course addresses the issues related to sexual harassment: how the law applies to employees, things to avoid in the work environment, and specific employee responsibilities. There are tips to help employees examine their own attitudes and behaviors, and  more...

Creating Outstanding Online Help A Self-Directed Study Software Industry This course is for you if you have some experience as a Technical Writer (but not much creating online help)and are looking to enhance your skill set. This course demonstrates - through self-directed study - the initial process of creating effective online help by starting with a solid outline.  more...

Creating Outstanding Online Help Principles and Practice Software Industry If you have little or no experience in creating online help this course is for you. It includes instruction about basic principals and practices and allows the student to create an online help system outline with the assistance of a a side-by-sidea editor. NOTE: If you have experience as a Technical Writer - but not much creating online help - and are looking to enhance your skill set, another  more...

Learn Authorware In 45 Days ... I only teach the basics of the Authorware language. I do not get into creating web applications using Authorware. The following items are covering in the course: Authorware Basics, Creating an Authorware application, Adding Motion and Sound, Hot Spot interactions, Text entry interactions, Hot objects interactions, Target area interactions, Pull-Down menus, Concept of variables, Building  more...

How To Master Performance Management Course description -- Managing employee performance is the single greatest challenge facing supervisors and other leaders in today's competitive and fast-paced organizations. Learn how to maximize the contributions of each employee by setting effective goals, monitoring accomplishments, recognizing achievements, and disciplining or redirecting those who are not meeting performance requirements.  more...

How To Master Personal And Family ...how up for work each day, people who want to be effective not just on the job, but in their personal lives as well. This bundle helps employees deal with some of the thorny issues facing people at various stages of their lives, whether taking responsibility for elderly loved ones or caring for children, coping with the loss of a loved one or choosing childcare, planning retirement or just  more...

Successful Negotiation ...urse description -- Negotiating is a thread woven through not just your time in the work environment, but also in daily living. Knowing how to negotiate successfully will improve your interactions with customers, coworkers, and even family members. This course will give you the strategies and techniques you will need to help you define opportunities in which negotiating would be appropriate and  more...

Pharmacy Technician National Certification Exam Preparation Course ...ertification Exam, it will cost you $129. Then, if you do not pass the exam, you will have to pay $129 for each attempt! Dona t let your original registration money go to waste by not being fully prepared for this exam! Improve your chances for success with the National Certification On-Line Review Course. The Certification Review Course will thoroughly prepare you for the challenges of the  more...

Shipping Infectious Substances IATA and DOT ...rt H, including testing of participants. This course does not cover driver training as required for each hazmat employee who will operate a motor vehicle. This course can be completed as quickly as you care to, depending on how much time you can devote to it. Note that we have set a 90 day access period to the course with further extensions up to 6 months if needed. It is always a best practice  more...

Certified eMarketing Associate Certification CeMA A professional marketing certification. This is not a course but rather a certification that demonstrates competency in eMarketing.  more...

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

Aromas Weight Loss Discover Healthy Effective Ways to Lose Weight Effortlessly Discover how to combine massage, diet, stress reduction and aromatherapy in your efforts to lose weight. This is not a restrictive diet program, but recommendations for how to change your lifestyle in a natural and healthy way.  more...

Introduction to Customer Relationship Management CRM -Part 1 DISCONTINUED--Step into the world of CRM with this foundation course in Customer Relationship Management and learn how the practice of effective CRM can not only transform you into a highly successful business professional but also improve your company`s bottom line by helping you expand and retain your valuable customer base.  more...

Moving from Trainer to Performance Consultant ...chance to help your clients with their overall abilities, not just a few key skills. The move from being a trainer to becoming a performance consultant can be difficult if you arena t aware of certain strategies and tips. This course will help you identify the steps to gaining the skills you need while building your client base. There are job aids, tools, and methods to help you make this  more...

Personal Financial Planning ...iption -- Without wise financial planning, the future may not be what most of us hope for, and even the present may be less that comfortable. This course contains the essential principles of planning for both short- and long-term needs and has many tools and references to provide guidance for planning and using personal financial resources. It gives tips and worksheets for setting financial  more...

Word 2000 MOUS This comprehensive course is designed to teach students the introductory, intermediate, and advanced features of Word 2002 so not only will they learn the basic steps to create and edit their text-based documents, they will also discover how to enhance the look and functunality of them.  more...

Word 2000 Proficient This is a comprehensive course designed to teach students the introductory and intermediate features of Word 2000 so not only will they learn the basic steps to create and edit their text-based documents, they will also discover how to enhance the look and functionality of them.  more...

Word 2002 MOUS This course begins by teaching students the introductory and intermediate features of Microsoft Word 2002 so not only will they learn the basic steps to create and edit their text-based documents, they will also discover how to enhance the look and functionality of them.  more...

Microsoft PowerPoint 2002 Comprehensive This course is designed to teach students the basic, intermediate, and advanced features of Microsoft PowerPoint 2002 so they can not only create and modify simple presentations, but also much more elaborate ones, such as team projects.  more...

Safety Sense Series: Keeping Yourself Safe ...re of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU regulations, plus the expense of lost time and money resulting from absenteeism, all add up to the absolute need for you to provide a safe and healthy working environment. Xebec's new Safety Sense series provides your  more...

Safety Sense Series: Safety Standards and Systems ...re of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU regulations, plus the expense of lost time and money resulting from absenteeism, all add up to the absolute need for you to provide a safe and healthy working environment. Xebec's new Safety Sense series provides your  more...

Safety Sense Series: The Safety Authorities ...re of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU regulations, plus the expense of lost time and money resulting from absenteeism, all add up to the absolute need for you to provide a safe and healthy working environment. Xebec's new Safety Sense series provides your  more...

Safety Sense Series: Improving Safety Performance ...re of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU regulations, plus the expense of lost time and money resulting from absenteeism, all add up to the absolute need for you to provide a safe and healthy working environment. Xebec's new Safety Sense series provides your  more...

C Programming - Part 1 This course is the first in a four-part series that will give students the fundamental skills and knowledge necessary to be able to write syntactically correct C code, using the facilities of a standard ANSI C library, to create basic applications. This series is not environment or vendor-specific. This course will give students a basic understanding of some of the fundamental constructs of C. In  more...

C Programming - Part 2 This course is the second in a four-part series that will give students the fundamental skills and knowledge necessary to be able to write syntactically correct C code, using the facilities of a standard ANSI C library, to create basic applications. This series is not environment or vendor-specific. In this course, students will learn about arrays, pointers, and user-defined data types.  more...

C Programming - Part 3 This course is the third in a four-part series that will give students the fundamental skills and knowledge necessary to be able to write syntactically correct C code, using the facilities of a standard ANSI C library, to create basic applications. This series is not environment or vendor-specific. This course begins to introduce some more advanced topics. Students will learn about some of the  more...

C Programming - Part 4 ...I C library, to create basic applications. This series is not environment or vendor-specific. This course will teach students the skills and knowledge necessary to perform some more advanced tasks with the C language. Students will learn some important read/write and memory management skills as well as how to implement some advanced data structures, such as linked lists and binary trees. This  more...

Customer Service : Why Care for Customers? In today's volatile business environment organisations recognise that customer service is the key differentiator that makes their products and services tower above the competition. They also recognise that it's no longer enough to give satisfactory service that meets customers' expectations. To get customers coming back time after time, you must beat their expectations. This course will help you  more...

Customer Service : Handling Customer Complaints ...Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer whose complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with demanding customers. It will help you to take a professional approach to  more...

Customer Service : Handling Angry Customers ...Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer who's complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with angry customers and diffuse the tension. It will help you to take a  more...

Managing People : Delegation ...d spiral to the boardroom. Delegation practised poorly or not at all is the downward road to the mailroom. This course outlines the 7 deadly 'sins' of delegation: hogging the trough, dumping the trash, passing the buck, temporary paralysis, inadequate briefing, scrimping on resources and interfering with your staff's work. It will help you to assess whether you're committing any of the deadly  more...

Managing People: Giving Feedback and Praise to your Team If you are judged on the success of your team, it's in your interest to ensure that they are operating at their peak. Giving regular feedback is one of the most powerful ways of motivating people to give their best performance. This course will help you understand why timely feedback is vital. It stresses the importance of praise and gives tips and hints on how to deliver constructive criticism  more...

Managing People : Reviewing a Coaching Experience ...oached a person the experience may have been positive or not so positive. In this course you'll examine a set of questions to help you decide whether this person was the best coaching candidate: whether you, the business and that person benefited from the coaching experience and whether you overcame obstacles to coaching. You can also examine some tips and hints for selecting the best coaching  more...

Managing Resources : The Management Process When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants.  more...

Managing Resources: Planning: The Commitment, Process and Goals When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants.  more...

Managing Resources: Planning: Scheduling, Staffing and Budgeting When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants.  more...

Managing Resources :The Process of Monitoring and Control When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. Too many management controls cause inefficiency and too few contribute to anarchy. This course explores what can be controlled and how to create and apply effective preventive, steering and feedback  more...

Managing Resources : Applying Controls When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. Too many management controls cause inefficiency and too few contribute to anarchy. This course explores what can be controlled and how to create and apply effective preventive, steering and feedback  more...

Managing Yourself : Managing Time When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants  more...

Organisational Communication : Harassment ...s in an environment where it is tolerated. Even if you're not part of the problem, everyone needs to be aware of the potential for harassment in the workplace. Even if you know it's happening and you do nothing about it, you are still part of the problem. In this course you can examine what constitutes harassment, the damaging effects it can have on an organisation and what YOU can do about it,  more...

Preparing Presentations Learn how to prepare for presentations successfully Giving presentations is one of the most daunting and unpopular tasks we face. Experienced managers and even experienced speakers often dread the prospect of speaking in public. For most of us, giving presentations does not come naturally. The key to successful presentations lies with effective PREPARATION. Being well prepared maximises your  more...

Caring For Your Customers Learn how to establish effective customer relationships If YOU deal with customers either face-to-face or on the phone, you're the point of contact between customers and the organisation! It's your approach to customers that ensures, or denies, their satisfaction and determines whether they come back. The quality of service you provide to your internal customers, like your colleagues or people in  more...

Papa's Pizza Case Study 1: The 4 Stages of Marketing From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 2: Market Analysis From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Stage 1: Question Bank From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 3: Objectives and Strategies From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 4: Segmentation and Targeting From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 5: Marketing Positioning From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Stage 2 Question Bank From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 6: Product From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 7: Price From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 8: Place From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 9: Promotion From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first... and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Stage 3 Question Bank From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first...and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Papa's Pizza Case Study 10: Implementation From chocolate bars to cocoa futures... From safety campaigns to safety testing... Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first...and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Apply the 4 Stage Process: Carvival Cruise Lines Case Study From chocolate bars to cocoa futures... From safety campaigns to safety testing...Hard selling is yesterday's news. Today's successful business people use their marketing skills to keep customers at number one, to put customers' needs first...and not just in sales, but in every area of the business -- operations, research, distribution and design. Which means that in successful businesses,  more...

Recruitment & Selection Series: Recruitment Criteria If you are judged on the success of your team, it's in your interest to hire the best people for the job. Unfortunately, recruitment decisions are often based on gut feelings and irrelevant details instead of hard evidence of suitability for the job. After all, it's only natural to have your own personal opinions about what makes an ideal candidate. But employing someone who is not ideally suited  more...

Recruitment & Selection Series: Rating Canditates to a Set Standard ... of suitability for the job; but employing someone who is not ideally suited can be an expensive mistake. Deciding who actually gets the job is rarely an easy choice. Candidates will be better in some areas, and weaker in others. Even if you've decided exactly what skills and abilities you need from the candidate, you still need some objective way of deciding who best meets your needs. This  more...

Recognising Stress Series: The Effects of Stress People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work. Stress can manifest itself in a wide variety of different symptoms -  more...

Effective Email Series: Managing Your E-mail Unlike written communication, e-mail can arrive at any time of the day, demanding your attention. The increasing volumes of e-mail are creating stress and overload for today?s business workers. Controlling what you receive is a major step towards managing e-mail, and even people who receive relatively few e-mails a day may not always cope with them effectively.  more...

SkillVantage Manager - Web Admin.and Reporting (how to use SVM, not the SVM software) This course teaches training Administrators the skills and knowledge necessary to setup, access, track, and manage corporate training resources using Web SVM Administrator 2.4.2. Students will learn the key tasks and procedures in the areas of system setup, training resource setup, user management and configuration, and reporting. Students will also get a brief introduction to learning management  more...

Cisco Internetwork Troubleshooting - Part 3 This is the third course in a five-part series on Cisco Internetwork Troubleshooting 4.0 (CIT 4.0). CIT 4.0 teaches students how to baseline and troubleshoot an environment using Cisco routers and switches for multiprotocol client hosts and servers. This is an advanced series that shows networking professionals troubleshooting processes on Cisco Routers and Catalyst Switches. This course will  more...

The Professional Teller: Identifying Negotiable Instruments The Professional Teller: Identifying Negotiable Instruments gives the student an understanding of the various types of negotiable instruments, how to recognize negotiable instruments, and the six items that every negotiable instrument must have. The student will also learn how to apply this knowledge when cashing and depositing negotiable instruments, such as checks, for customers. Additionally,  more...

Oracle Applications Release 11i: FlexFields Key and descriptive FlexFields give end users and technical personnel the ability to customize an Oracle Application to meet their business requirements without programming. Key FlexFields enable multi-segment, intelligent keys, and allow segment validation and security. Descriptive FlexFields provide users custom expansion space on forms. This course introduces the learner to different types of  more...

Supporting Routing and RAS for Microsoft Windows NT Server 4.0 - Part 4 This course is the final part of a four part series for system administrators which will provide the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0.  more...

Microsoft Windows 2000 Network Infrastructure Administration Part 1: DHCP, DNS, and WINS This is the first course in a five-part series that will provide IT professionals with the knowledge and skills necessary to install, manage, monitor, configure, and troubleshoot DNS, DHCP, Remote Access, Network Protocols, IP Routing, and WINS in a Windows 2000 network infrastructure. At the completion of this course, students will learn to identify DHCP concepts; identify procedures to  more...

Professional Assertiveness ...ertive communication techniques? Do you feel that you may not listen to your co-workers? Or do you feel that you need to develop your constructive feedback techniques? If you answered yes to any of these questions, it's a good time to learn to be an assertive business professional. This course will guide you as you move into a proactive, responsible, professional style. You'll learn methods to  more...

Framing the Problem ... that border. Problem framing is similar in that you must not only consider what objectively makes up the problem itself but also what subjective tendencies influence your view of the situation. This course is designed to help you effectively frame problems so that you're sure your line of sight is aimed straight toward the solution. You'll discover how to recognize and gather information about  more...

Microsoft Excel 2000 Basic This highly interactive CBT contains five units that cover basic Excel skills. Through step-by-step instruction within a realistic simulation of Microsoft Excel 2000, students learn how to build, edit, and format worksheets, and how to work with charts, formulas, and functions. Performance-based Pre- and Post-Assessments create a custom course path for each learner covering only the topics not yet  more...

Microsoft Access 2000 Basic This highly interactive CBT contains five units that cover basic Access skills. Through step-by-step instruction within a realistic simulation of Microsoft Access 2000, students learn how to create and manage data and tables, create forms and reports, and modify a database structure. Performance-based Pre- and Post-Assessments create a custom course path for each learner covering only the topics  more...

Microsoft Excel 97 Basic This highly interactive CBT contains five units that cover basic Excel skills. Through step-by-step instruction within a realistic simulation of Microsoft Excel 97, students learn how to build, edit, format, and manage worksheet and charts. Performance-based Pre- and post-Assessments create a custom course path for each learner covering only the topics not yet mastered. A searchable index and  more...

Microsoft Excel 97 Intermediate This highly interactive CBT contains six units that cover intermediate Excel skills. Through step-by-step instruction within a realistic simulation of Microsoft Excel 97, students learn how to work with formulas and functions, automate tasks, use and analyze list data, enhance charts and worksheets, and work with Excel and the Internet. Performance-based Pre- and Post-Assessments create a custom  more...

Microsoft Excel 97 Advanced This highly interactive CBT contains five units that cover advanced Excel skills. Through step-by-step instruction within a realistic simulation of Microsoft Excel 97, students learn how to perform "what-if" analysis, create PivotTables, exchange Excel data with other programs, control worksheet properties and calculations, and program with Excel. Performance-based Pre- and Post-Assessments create  more...

Overview of Layers and Layer 1 Devices In this WestNet e-Learning module, we review the layers of the Open Systems Interconnection (OSI) reference model, functions of each layer, and internetworking devices that perform each of the functions. We will begin a detailed discussion of the devices found at the Physical Layer of the OSI model.  more...

The Art of Global Communication ...ure that what you're saying--and the way you say it--will not cause offense to your cross-cultural audience. In this course, you'll find out more about the cross-cultural communication process, and consider body language, gestures, and active listening. You will also examine different methods of communication--finding out how best to write, present to, and communicate orally with your global  more...

Progressing through the Complex Sale ...e purchases impact across the whole organization. So it's not surprising that these buying decisions are made by those at the top. But getting to these decision-makers isn't easy, which is why selling at an executive level is a more complex operation that requires all the resources of the highly skilled salesperson. This course is directed at supplying those resources. Salespeople who are  more...

Presenting Your Proposition ...entation. This course is about giving you the confidence, not only to present, but also to get commitment from your customer. Demonstrating a structure that can be adapted to most situations, this course will equip you with the skills needed to deal with the most intimidating circumstances with consummate ease. Sales people who are tasked with selling at an executive level and who are currently  more...

Understanding Your Target Customer s Business ... to sell a product or service to a customer that you know nothing about. Do you think it would be an easy process? Probably not. The better you know your customer, the better your chances for success. In this course, you'll learn about the first major component of the territorial account sales (TAS) approach--research. You'll gain an understanding of the benefits of good research and how to  more...

Relationship Management Building the Client Relationship ...eveloping a relationship with a client in which you serve not as a salesperson, but as a trusted advisor. You will learn how to create and conduct an effective needs assessment and how to turn this needs assessment into a shared vision with your client. You will also learn specific action items to help you build trust with a client, which will enable you to become a coach and ultimately an  more...

Relationship Management Preparing the Client Relationship ...eveloping a relationship with a client in which you serve not as a salesperson, but as a trusted advisor. You will learn what unique needs clients have as a result of the Information Age and the importance that trust plays in turning clients into loyal customers. You will also learn what specific roles you must fulfill to become a client's trusted advisor and how your emotional intelligence  more...

Applying Your Field Sales Approach ...--often in one or two sales calls. Sound impossible? It's not if the sales professional applies the essentials presented in Applying Your Field Sales Approach. This course provides sales strategies to change your customers' perceptions of you from vendor to sales consultant by addressing these important factors: asking the right questions and listening to customer needs, avoiding actions that  more...

Federal Government Industry Overview Version 1 ...llars in potential contracts are lost to companies who do not understand government procurement processes. However, budget shortfalls, redundant spending, and other challenges facing the government have resulted in new initiatives to streamline the procurement process. This course will provide you with an understanding of how the government works with businesses, the regulatory and business  more...

The Banking Industry Overview Version 2 ...onsolidation, and technological and marketing challenges, not to mention unforeseen financial and political crises. However, with cash and capital, banks are positioning themselves to succeed in the future, while coping with regulatory compliance, global competition, and financial and operational risk.This course provides an overview of the banking industry. First, this course provides an  more...

Assessing Customer Behavior ...mount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a positive  more...

The Inbound Call Center Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework  more...

Inbound Call Center Management Leadership ...ou aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware that enhancing your leadership skills can move you closer to your goal of managing  more...

Excellence in Internal Customer Service ...iduals and functional units, each taking inputs from one another and turning them out into external customer service. If everyone within the organization works to provide their "internal" customers with better service, then the end customers will receive a much higher quality service in the long run. Focusing on your internal customers not only helps your organization to survive and prosper,  more...

Working With Internal Customers ...the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately makes your organization more  more...

Overcoming Internal Customer Service Problems ...lways smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In this course, you'll learn the art of sustaining  more...

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

Discovering What Your Customers Want ...n customer satisfaction programs begin with a survey, and not a plan, the result is frequently customer dissatisfaction. To overcome this risk, you must begin by developing a customer satisfaction system before you develop the survey. In this course, you'll explore the bottom-line payoffs for building customer satisfaction. You'll discover the elements of an effective customer satisfaction  more...

Evaluating Internal Assignments So, is it success or failure? It's crucial that you take time to review your project and confirm outcomes on completion. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an internal consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This  more...

Essentials of Internal Consulting