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Service Training Seminars and Classes
From Online Training Directory
Dealing with Difficult Customers
    Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET more...Telephone Skills for Quality Customer Service
Course description -- Telephones are an everyday part of business and often aid in your customersa first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and more...Basics of Effective Selling
Course description -- Selling is a complex and sophisticated process, but successful sales begin and end with the basic essentials. This course includes an overview of the selling process, and provides worksheets and checklists to take you from contact list through sales call and on to follow-up and referrals. There are tools for identifying the features and benefits of your product and service, more...An Introduction to Controlling Costs to Make Your Restaurant Profitable
An overview course on how to manage costs associated with running food service facilities. more...Building Strong Customer Relationships
Course description -- This course will help you get to know your customer as you use the tools that are provided to conduct customer audits and listen to customer feedback. There are techniques for developing a customer focus and gaining the commitment of all employees to excellent customer service. A company-wide customer friendly culture will be just one of the payoffs youa ll get from using more...How To Master Customer Service
...service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very important, difficult customers. more...A Day 3 - Chapters 10-13
This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This third of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers power supplies, power protection devices, and power chains; video cards and printers; modems, dialers, and dial-up networking; and Windows NT, including the registry, remote more...A Day 4 - Chapters 14-18
...s needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and how to configure TCP/IP, share resources and drives in the different Windows operating systems, create paths, identify network components, and use the Internet. There are also sections on system maintenance, virus protection, and more...
From LearningMeasure.com
Creating a Web Presence
...te must exist on some computer somewhere
Domain Name Service (DNS) - DNS is required for computers to find where your website is hosted
E-mail - An important part of your web presence
Content Providers - You don't need to perform all of the work!
CGI Scripts - Important for dynamic content and interaction with your customers
Backup and Recovery - An important thing to more...
From Online Training Directory
Transitional Services: Part I
Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education. more...Transitional Services: Part II
Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education. more...Transitional Services: Part III
Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education. more...Transitional Services: Part IV
Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education. more...Transitional Services: Part V
Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education. more...
From Serebra Learning Corporation
Inleiding tot het Internet en het World Wide Web
...odig zijn om een type Internet-verbinding en een Internet Service Provider (ISP) te selecteren, informatie op het web te vinden en binnen te halen en met andere Internet-gebruikers te communiceren. Ook komen in deze cursus de services en zakelijke toepassingen van het Internet aan de orde en wordt ingegaan op de beveiligingsaspecten van het Internet. Daarnaast leren de cursisten hoe zij op het more...Customer Service : Why Care for Customers?
...usiness 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 understand why more...Customer Service : Who are your Customers?
...usiness 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 understand who your more...Customer Service : Preparing for Customer Contact
...usiness 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 prepare for contact more...Customer Service : First Impressions
...usiness 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. First impressions last...and last and last. more...Customer Service : CARE Brain-teasers
...usiness 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 provides an opportunity for 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...Phone Skills : Preparing for a Call
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your more...Phone Skills : Transferring Calls
...buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on dealing with protective secretaries and answer phones. It will help more...Phone Skills : Ending a Call and Following Up
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your more...Phone Skills : Taking and Leaving Phone Messages
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully. more...Phone Skills : Giving & Getting Information by Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It more...Phone Skills : Negotiating on the Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and more...Phone Skills : Cold Calling & Selling by Phone
In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good more...Phone Skills : Handling Angry Callers
...buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication skills. You can explore how to make your point assertively without more...Phone Skills : Making Difficult Calls
...buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills. It explores some general tips and hints for making difficult calls more...Phone Skills : Essential Phone Communication Skills
...buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It emphasises the importance of active listening, examines effective more...Customer Service : CARE for your Customers
...usiness 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 introduces the mnemonic CARE - 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...Putting Customers First
Learn why you must care for your customers In today's business environment there's often little to choose between one organisation's products/services and another's. Quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty. more...Linux Administration Part 3: Networking and Security
The fifth and final course in the Linux Essentials series covers how to create network connections and provide network services. It begins by examining basic protocols and how to create LAN and WAN connections. The course then introduces routing before dealing with a number of network services. These services include NFS, DNS, NIS, DHCP, and basic security. more...Linux Red Hat Advanced System Administration Part 4: Network Management and Services
The fourth course in the Linux Red Hat Advanced System Administration series covers Network Management and Services. It examines a number of networking technologies such as DNS, NFS and DHCP before explaining PPP configuration. Finally, this course provides information about installing and configuring network services such as HTTP, FTP, Samba and Printing. more...Linux Red Hat Advanced System Administration Part 5: Security and Operational Administration
The fifth and final course in the Linux Red Hat Advanced System Administration series covers security issues and some operational administration topics. The course begins by examining NIS and basic security. It also covers system logging, internetworking and services security which are designed to help administrators ensure that their systems are secure. more...Royce Hotel Case Study 1: Understanding the Business
Operations planning and Operations Management has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one more...A+ Certification Part 3 - Motherboards, Processors, Memory, and Printers
This is the third course in a seven part series that teaches students both theoretical and practical instruction on the principles, types, and characteristics of motherboards, processors, and memory. The student will also be instructed on printer types and basic printer concepts, as well as printer components, functions and service techniques. more...Excellence in Service: Fundamentals for Managers
In Excellence in Service: Fundamentals for Managers, managers review the skills that they and their direct reports need to possess to relate effectively to customers. They also learn to develop and monitor a service team, create service plans, and develop and implement effective service standards. more...Excellence in Service: Fundamentals for Employees
Excellence in Service: Fundamentals for Employees helps learners develop the skills needed to effectively relate to customers and exceed their expectations. They learn to differentiate between internal and external customers and make sure their customers are completely satisfied. more...Excellence in Service: Providing Superior Customer Service
In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints. more...Excellence in Service: Working with Upset Customers
In Excellence in Service: Working with Upset Customers, you will learn how to successfully serve upset customers, calm upset customers, and deal with abusive customers. In addition, you will learn how to control your own emotions and reduce your level of stress. more...Excellence in Service: Communicating with Your Customers
...Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively with your more...Excellence in Service: Establishing Service Standards
In Excellence in Service: Establishing Service Standards, participants will learn what customers really want from their organization and how they evaluate your service, as well as how to create and implement effective service standards. In addition, participants will learn how to monitor service standards and how to correct problems that cause service to fall below those standards. more...Excellence in Service: Building a Customer Service Team
In Excellence in Service: Building a Customer Service Team, participants learn techniques to help them select qualified employees, as well as how to conduct an interview. Participants will also learn how to train and empower employees and how to reinforce and recognize desirable behavior. more...Excellence in Service: Creating Customer Loyalty
In Excellence in Service: Creating Customer Loyalty, participants will learn how to create a customer service climate, as well as how to provide memorable service on a regular basis. In addition, participants will learn how to understand customers' experiences, encourage loyalty from them, and form a partnership with them. more...Sexual Harassment: What Managers Should Know (Service)
Sexual Harassment: What Managers Should Know educates managers about sexual harassment and supports their role in ensuring compliance with EEOC guidelines. Participants learn about the behaviors that constitute sexual harassment, gain an understanding of the legal problems it can cause, and receive guidance on enforcing your company's sexual harassment policy. more...Sexual Harassment: What Employees Should Know (Service)
Sexual Harassment: What Employees Should Know teaches participants about the behaviors that constitute sexual harassment and explains the legal problems it can cause your organization. Participants learn to recognize the different types of sexual harassment and to take appropriate action to prevent it. more...The Professional Teller: Providing Customer Service
...Service offers the student an overview of the customer service process and how it affects relationships with customers. The program also covers how to understand the needs of angry customers, as well as how to serve them using a process designed specifically for serving angry customers. In addition, the program instructs the student how to use verbal and nonverbal communication in order to calm more...The Professional Teller: A Day in the Life of a Teller
...ograms of the series. The student will learn the customer service process and how to deal with an angry customer. The student will also learn the check cashing process, how to recognize the various types of endorsements, what represents an acceptable form of identification, and how to check for identification. Additionally, the student will learn the steps of deposit withdrawal, and balancing more...Oracle Applications Release 11i: Workflow - Part 2
Oracle Applications Release 11i: Workflow - Part 2 explains the administrative features of Oracle Workflow 2.5. Oracle Workflow 2.5 is a stand-alone, complete management system that supports business process definition and automation. The course explains the directory services in Workflow and the Workflow Engine. In this course, the learner gains practical experience in monitoring a workflow more...Supporting Microsoft Windows 95: Networking
This is the third course in a four part series for Systems Engineers who intend to install, configure, customize, optimize, maintain, and troubleshoot the Microsoft Windows 95 operating system. This series aims to enable the professionals to pass Microsoft exam 70-064, Implementing and Supporting Microsoft Windows 95. more...Supporting Microsoft Windows NT 4.0 Core Technologies - Part 3
This is the third course in a four-part series intended for network support professionals who will install, configure customize and support Microsoft Windows NT Server 4.0. The courses in this series prepare the foundation for supporting Microsoft Windows NT Server 4.0 in a single domain environment. The curriculum imparts the skills necessary to install, configure, customize, optimize, network, more...Troubleshooting Microsoft Windows NT Server 4.0 in the Enterprise Environment
This is the fifth course in a seven-part series intended for network support professionals working in a Microsoft Windows NT Server 4.0 based enterprise environment. The series aims to enable these professionals to pass Microsoft's certification examination 70-68. This series gives participants the opportunity to design, implement, and support the Windows NT Server network operating system in a more...Installing and Configuring Microsoft Windows NT Server 4.0 in the Enterprise Environment - Part 1
This is the sixth course in a seven-part series intended for network support professionals working in a Microsoft Windows NT Server 4.0 based enterprise environment. The series aims to enable these professionals to pass Microsoft's certification examination 70-68. This series gives participants the opportunity to design, implement, and support the Windows NT Server network operating system in a more...Installing and Configuring Microsoft Windows NT Server 4.0 in the Enterprise Environment - Part 2
This is the final course in a seven-part series intended for network support professionals working in a Microsoft Windows NT Server 4.0 based enterprise environment. The series aims to enable these professionals to pass Microsoft's certification examination 70-68. This series gives participants the opportunity to design, implement, and support the Windows NT Server network operating system in a more...Supporting Microsoft Windows NT 4.0 Cluster Server - Part 2
This course is the second part of a two part series that will provide participants the knowledge to install, configure, integrate, optimize and troubleshoot clustering technologies for Microsoft Windows NT 4.0. more...Supporting Routing and RAS for Microsoft Windows NT Server 4.0 - Part 1
This course is the first 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...Supporting Routing and RAS for Microsoft Windows NT Server 4.0 - Part 2
This course is the second 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...Supporting Routing and RAS for Microsoft Windows NT Server 4.0 - Part 3
This course is the third 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...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...Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0 - Part 2
This is the second course in a four part series for IT professionals who intend to set up, configure, use and support TCP/IP on Microsoft Windows NT 4.0. The series aims to enable the professionals to pass Microsoft exam 70-59, Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0. more...Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0 - Part 4
This is the final course in a four part series for IT professionals who intend to set up, configure, use and support TCP/IP on Microsoft Windows NT 4.0. The series aims to enable the professionals to pass Microsoft exam 70-59, Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0. more...Microsoft Windows 2000 Directory Services Infrastructure Part 1: Active Directory Installation
This course focuses on providing the knowledge and skills necessary for experienced support professionals to install, configure and troubleshoot Active Directory. more...Microsoft Windows 2000 - Designing a Network Infrastructure Part 2: Remote Access
This is the second course in a four-part series of the Microsoft Windows 2000 - Designing a Network Infrastructure curriculum which prepares participants for Microsoft Exam 70-221. This course provides participants with an opportunity to learn how to design a network strategy using a Routing and Remote Access Service (RRAS), Remote Authentication Dial-In User Service (RADIUS), and Connection more...Microsoft Windows 2000 - Designing a Network Infrastructure Part 3: WANs
This is the third course in a four-part series of the Microsoft Windows 2000 Network - Designing a Network Infrastructure curriculum which prepares participants for Microsoft Exam 70-221. This course provides participants with an opportunity to learn how to design a Routing and Remote Access Service (RRAS) network, Remote Authentication Dial-In User Service (RADIUS) network, IP routing network and more...Microsoft Windows 2000 - Designing a Network Infrastructure Part 4: Growth
Microsoft Windows 2000 - Designing a Network Infrastructure Part 4: Growth provides students with an opportunity to learn how to design security into corporate networks. Particular attention will be paid to matching the technical capabilities of IPSec and Shared Access with specific business requirements for security. Finally, designs which block IP traffic going to and from the corporate network more...Microsoft Visual InterDev 6.0: Implementing Server Technologies
This is the final course in a five part series that will help students prepare for the Microsoft Certified Professional exam 70-152, Designing and Implementing Web Solutions with Microsoft Visual InterDev 6.0. At the completion of this course, students will learn to identify the features and installation requirements of Microsoft Transaction Server (MTS) and the features of MTS components; more...Microsoft SQL Server 7.0: Designing and Implementing Data Warehouses - Part 4
This is the fourth course in a five part series that will help students prepare for the Microsoft Certified Professional exam 70-019, Designing and Implementing Data Warehouses with Microsoft SQL Server 7.0. At the completion of this course, students will learn to identify the methods of aggregating and accessing data from relational data structures; identify the methods of data access from more...CIW Security Professional Part 3: Operating System Security
This is the third course in a five part series which covers the content in the CIW Security Professional Series. This course teaches security principles for Unix and Windows NT systems, implementing account security, implementing file system security, assessing security risks, and reducing risks. more...CCNT Basic Data Communications Part 1: Introduction to Data Communications
This is the first course in a three-part series on Basic Data Communications for the Certified in Convergent Network Technologies (CCNT) curriculum. This course will introduce learners to data networks, signals and to data transmission. more...Win2000 Professional Connect through Networks
...installation and configuration of the TCP/IP protocol and services. You will also learn to install Internet Information Services and to connect to shared resources on a network from a Windows 2000 Professional computer. Finally, this course teaches you to deal with frequently encountered Web service-related and connectivity problems, shows you methods to detect them, and enables you to find more...Win2000 Active Directory Implementation Remote Installation of Windows 2000
...a group of client computers using the Remote Installation Service feature. First, you will learn about the components and functionality of RIS, how to use RIS to perform an automated deployment, and how to install, configure, and authorize an RIS server. The course will explain how to create an RIS client boot disk to use for an RIS client installation, the security benefits of prestaging a more...Large Network Case Studies
In this module, we explore network availability, performance, and Internet connectivity. As you work through this module, you will come to appreciate that all network design issues are highly interrelated. Likewise, real-world design projects often include multiple broad goals, often creating large and complex trade-offs. more...VoIP Network Quality of Service Techniques
...service details necessary to provide acceptable voice quality over the best effort data network. Here, we first discuss general converged network QoS requirements. We find that QoS parameters extend beyond just bandwidth and delay, but also include jitter, packet loss, network availability, and security. We discuss traffic shaping and admission control, and learn how we can use admission more...Call Center Components
This WestNet e-Learning module discusses the features, benefits, and integration issues of each one of a call center's basic tools. more...The Process of Globalizing a Product or Service
...e major steps you need to cover to globalize a product or service. First, pick the right geographic location for your corporate goals and create a good plan for globalizing the product or service you're working with. Then "globalize" your product or service and let the world know you're open for business. Finally, explore using the Internet to support and expand your reach into global markets. more...Preparing for the Executive-level Sale Simulation
...presentative with DME Corporation, a national direct mail service provider. Your company has recently made a large investment toward the goal of becoming a "one-stop" shop with its new Fulfillment Division. You are charged with selling the new fulfillment service to your existing client base, as well as prospecting for new accounts. As you begin preparing to sell the new service, you discover more...Progressing through the Complex Sale Simulation
...marketing firm, which has recently opened its Fulfillment Services Division. You are charged with selling this service and have identified a potential prospect. In this simulation, the second of three in this series, you have gained access to the buying influences at MicroGalaxy, an electronic component supply company, which is evaluating the possibility of outsourcing its fulfillment function. more...Closing Executive-level Sales Simulation
...nt executive with DME Corporation, a national direct mail service provider. Your company recently made a large investment toward the goal of becoming a "one-stop" shop and now offers fulfillment services. You are responsible for selling these new services to your existing client base, as well as prospecting for new accounts. You have previously identified, researched, and analyzed a promising more...Understanding Your Customer
...service to a customer you know nothing about? You probably wouldn't succeed. The better you know your customer, the higher your chance for success. In this course, you'll learn about the first major component of the strategic account sales (SAS) approach: research. You'll start by learning about the key areas to research using the SAS approach and where to find business information sources more...Understanding Your Target Customer s Business
...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 gather information from more...Customer Relationship Management Implementing CRM
Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM. This series is intended for managers, supervisors, customer service representatives, and anyone more...Customer Relationship Management eCRM
Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. This series is intended for managers, supervisors, customer service representatives, and anyone within an more...Customer Relationship Management Fundamentals of CRM
Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the more...Federal Government Industry Overview Version 1
...Federal Government is the largest contractor and buyer of services and products in the U.S., spending over $200 billion annually. Regardless of what business you are in, chances are there is a government agency in need of your product or service. Winning a government contract can be challenging, and millions of dollars in potential contracts are lost to companies who do not understand more...The Telecommunications Industry Overview Version 2
...l the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of more...Completing Outbound Sales Calls
... to determine the customer's valuation of your product or service. In this course, you will learn the seven characteristics of effective sales presentations, the steps for effectively conducting a sales presentation, and strategies for presenting to different buying roles. This course also addresses strategies for successfully facilitating the close of the outbound sales call, including more...Call Center Structures The Call Center Profession
This course describes the functions, structure and key players of a typical call center, and underscores the uniqueness of the profession. Agents who need an understanding of the fundamental structures and relationships in the call center profession. more...Call Center Operations Performance Measurement
This course describes how the manager must balance the sometimes conflicting interests of the center s stakeholders. It also demonstrates how KPIs (Key Performance Indicators) are applied to evaluate both agent and call center performance. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance more...Call Center Operations Workforce Management
This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers. more...Call Center Operations Call Center Technologies
This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers. more...Telecommunications Industry Overview Version 1
...l the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies pose significant threats to carriers relying upon aging infrastructures and out-dated marketing strategies. To survive, telecom carriers must consider a number of more...Call Center Structures Customer Relationships
This course defines the long-term value of a customer and illustrates how CRM (Customer Relationship Management) principles are applied to recognize, prize and respond preferentially to high-value customers. Agents who need an understanding of the fundamental structures and relationships in the call center profession. more...Introducing Contact Centers Contact Center Essentials
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Introducing Contact Centers CSR Success Criteria
This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Introducing Contact Centers Customer Response Etiquette
This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Communicating Effectively Build Customer Rapport 1
This course will help learners adapt their communication styles to build a successful rapport with others. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Communicating Effectively Build Customer Rapport 2
This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Handling Contacts Professionally Maximize Call Performance 1
This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Handling Contacts Professionally Maximize Call Performance 2
This course discusses several methods that learners can employ to ensure that the customer contact is a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Preparing for Mutual Success Satisfy Customer Needs
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...Preparing for Mutual Success Reduce CSR Stress
This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...ITIL The Service Desk and Incident Management
...services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services are divided into core more... | ||||||||||