From Serebra Learning Corporation
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 -
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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.
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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
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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.
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
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