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Featured Courses
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Winning Customers for Life
Category:
Skills Training Customer Service Confrontation and Conflict
Length: 1 hour
Description: This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.
Customer Service Fundamentals: Building Rapport in Customer Relationships
Length: 1 hour
Description: This course covers how to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them.
Customer Service in the Field
Length: 1 hour
Description: This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance.
Customer Service over the Phone
Length: 1 hour
Description: This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer.
Internal Customer Service
Length: 1 hour
Description: This course explores whom internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers.
Shaping the Direction of Customer Service in Your Organization
Length: 1 hour
Description: This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.
Essential Skills for Professional Telephone Calls
Length: 1 hour
Description: This course introduces the essential skills for professional telephone usage. It covers best practices for making and receiving telephone calls, recording and leaving voice mail messages, and the etiquette guidelines for using cell phones.
The Basics of Listening
Length: 1 hour
Description: This course will review the various types of listeners and the benefits of being able to listen effectively when communicating.
Improving Your Listening Skills
Length: 1 hour
Description: In this course, you'll discover how roadblocks such as distractions, emotions, and the way in which we communicate can influence the way we listen and receive messages. The course also covers strategies that you can use to avoid these roadblocks and improve your listening skills.
“I learned skills that I now use on a daily basis. Some of the information I was already familiar with but it was interesting to break it down to a better understanding.”