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Customer Service: Greeting Customers |
1.00 |
Answering the phone when you know that you might be on the wrong end of a verbal confrontation is difficult, but it’s the first step in dealing with customer service issues. How you answer the phone will set a tone with the customer on the other end. Greeting a customer requires much more than a simple “Hello, how can I help you?” |
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Customer Service: Customer Service Skills |
1.00 |
A great customer service representative should have skills in three key areas: organization (time and stress management), motivation (letting customers know you care), and communication (vocal, verbal, and visual). The core strength of a good customer service rep is sound knowledge of the organization’s products and services. |
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Customer Service: Customer Service Basics |
0.75 |
It is amazing how much time, effort, and money is invested in sales education. However, customer service is not given the same level of resources. If you think about selling as a process, the final phase is not closing the sale, it’s serving the customer. After an effective sales process awards you a new customer, it is customer service that will determine whether your customer stays with you. |
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Customer Service Skills |
1.00 |
This course will help you develop customer service skills by teaching you how to develop and maintain a positive attitude. You will learn how to use motivation to improve customer service skills, and will go through the seven steps in the customer service process. Finally, you will discover how to react to customers’ problems and learn from them. |
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Customer Service Fundamentals |
1.00 |
In this course, you will learn about the importance of customer service and the pitfalls to avoid when providing customer service. This includes how to identify types of customers and their needs. Then, you’ll learn about building rapport with your customers through good customer service habits. Part of building rapport includes effective communication with customers, including how to correct a customer, the importance of body language and tone, and about telephone etiquette. You’ll learn how to respond to your customers and how to use questions. Then, you will be instructed about how to accentuate the positive and provide proactive service. Finally, you will learn how to surpass expectations by going the extra mile for the customer. |
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Customer Relationship Management: Preparations for CRM |
1.00 |
This course will cover how to manage and reduce costs associated with CRM implementation. You will also learn how to plan CRM implementation. |
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Customer Relationship Management: eCRM Customization and Goals |
0.50 |
This course will cover how to customize eCRM and how to achieve CRM goals through eCRM. |
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Customer Relationship Management: eCRM |
1.00 |
This course will cover how to identify the features and disadvantages of eCRM and how to automate CRM through eCRM. |
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Customer Relationship Management: Customer Loyalty |
1.00 |
This course will cover how to identify the benefits of loyal customers, and create loyal customers. You will also learn to develop customer relationships, and implement the goals of market intelligent enterprises. |
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Customer Relationship Management: CRM Implementation |
0.50 |
This course will cover how to redesign your work processes, and identify reasons to implement CRM in stages. You will also learn how to implement CRM. |
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Customer Relationship Management: CRM Basics |
1.00 |
This course will cover how to identify the types of customer relationship management and their goals. You will learn how to develop a customer relationship management program. |
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Customer Management |
1.00 |
This course will teach you about handling dissatisfied customers. You will learn how to maintain composure and be professional through both verbal and nonverbal communication. You’ll learn the difference between upset and angry customers and how to handle each. With angry customers, you will learn how to listen, remain calm, avoid negative filters, and express empathy. Then, with upset customers, you’ll be taught methods for making your service to them more effective. Finally, you will learn how to manage, recognize, and reduce your own stress to better serve your customers. |
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Customer Communication |
1.00 |
In this course, you will learn about the importance of clear customer communication and effective listening. You’ll hear about some guidelines to help you communicate clearly, as well as the importance of non-verbal aspects of communication. You will learn how to provide good service on the telephone and will go through a three-step process for providing quality telephone service. You’ll also learn about telephone etiquette, including taking messages and how to effectively use voicemail. Finally, you’ll learn how to compose effective email messages. |
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Cultural Competence |
0.33 |
Culture reflects belief systems, practices, and the products of beliefs and practices among groups of people. This Cultural Competence training course is designed for participants to engage, reflect, and apply the information provided. |
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Cross-Cultural Business Communication: Workplace Culture |
1.00 |
Culture is a way of life established by a group of people and passed on to succeeding generations. People within a culture usually share common values, beliefs, and perspectives and have the same language and communication style. Although people within a culture must live in close proximity while the culture is being established, future generations frequently relocate to other countries or regions. This creates situations of cross-cultural exchanges.
As we become increasingly diverse, there is a growing demand for cross‑cultural communication in the workplace. Technology allows us to communicate with peers across the globe, as though they were sitting in our offices. Efficient and cost-effective travel makes it possible to communicate face-to-face with clients in other countries. In addition, companies seeking diverse and highly skilled employees find a conglomeration of cultures among them. As a result, employers are emphasizing cross-cultural communication in their own organizations to prepare employees to work with diverse co-workers and clients.
In this course you will learn to: discuss the value of culture and the significance of cross-cultural communication in the workplace, and describe the impact of cultural differences on communication, and avoid miscommunication and conflicts that arise due to these difference. |
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Cross-Cultural Business Communication: Overcoming Communication Barriers |
1.00 |
There are several barriers that can affect cross-cultural communication. Generally, barriers have a negative effect on communication because they might distort the speaker’s message or the listener’s understanding. It is important to understand these barriers to communicate effectively with people from different cultures.
In this course you will learn to: identify common cross-cultural communication barriers, overcome communication barriers and avoid cultural bias, and employ qualified interpreters and communicate through them. |
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Cross-Cultural Business Communication: Differences In Communication |
1.00 |
When communicating with people of another culture, it is important to be aware of the person’s level of active participation in a conversation. In some cultures, highly active participation is the norm, while other cultures dictate a more passive involvement.
The exchange between people engaged in communication demonstrates conversational involvement. In any culture, a message must have both a sender and a receiver. In cultures with high conversational involvement, the receiver would send verbal and nonverbal cues, such as eye contact, nodding, and interjections, such as "I’m listening" or "Tell me more." In cultures with low conversational involvement, receivers would adopt a passive posture, perhaps staring at the ground with hunched shoulders, and would simply absorb the message without offering cues on whether they are listening or not.
In this course you will learn to: identify the differences in verbal communication across cultures, and improve your nonverbal communication skills by understanding the differences in gestures and expressions that vary across cultures. |
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Cross-Cultural Business Communication: Cross-Cultural Business Situations |
1.00 |
You might be asked to attend or take part in cross-cultural meetings. Although cross-cultural meetings are common when you travel to a foreign country, they can also take place when several cultures send their representatives to attend meetings. These meetings might also take place over the telephone, online, or in a video conference.
In this course you will learn to: attend and organize cross-cultural meetings, conduct negotiations, and solve problems during a cross-cultural meeting. |
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Cross-Cultural Business Communication: Communicating Across Cultures |
1.00 |
When communicating across cultures, you could come across a number of barriers. In addition to language barriers, there might be more subtle obstacles, such as cultural biases and conflicting communication styles. Building relationships with people of other cultures will provide you with the incentive to work through those barriers and achieve effective communication.
In this course you will learn to: establish rapport and build trust, and listen well and provide positive and constructive feedback. |
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Cross-Cultural Business Communication: Addressing Cross-Cultural Issues |
1.00 |
When communicating with coworkers, it is very important to respect other cultures. You should refrain from using humor that might offend people from other cultures, and avoid stereotypes that might affect how you treat your coworkers.
Before communicating with employees who belong to a different culture, it is important to research their cultures and understand clearly what is expected from your communication. You should determine what types of communication are most appropriate in specific situations. For example, you should investigate the most appropriate method for communicating a behavioral problem to an employee. Some cultures prefer profuse praise to cushion the constructive feedback, while others prefer a more direct approach. The most important thing to communicate to employees of different cultures is respect. By approaching them in accordance with their cultural standards and expectations, you’ll show respect for their cultures and your communication will be enhanced.
In this course you will learn to: identify gestures used in different cultures and build a cross-cultural team, and discuss guidelines for writing cross-cultural documents and assembling a translation team. |
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Creativity and Innovation: Promoting Team Creativity |
1.34 |
The purpose of a team is to bring together people with diverse personalities, knowledge, education, and experience. This combined diversity encourages creativity and productivity to accomplish a common goal. Teams might consist of people from a single department or several departments.
Teams can generate new ideas, expand on or improve current ideas, make decisions, and solve problems. Teams can also be assigned to a specific task or be made responsible for a broader area, such as responding to changing customer expectations. When team members recognize their roles in a team, and the manager performs his responsibilities, creativity has a better chance of flourishing.
In this course you will learn to: identify characteristics of creative teams, and manage these teams effectively, conduct creative team sessions, and conduct brainstorming sessions, and use creativity to solve problems. |
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Creativity and Innovation: Personal Creativity |
1.34 |
Creativity is often considered a talent that some people have. Actually, creativity's a skill that everyone can nurture through exercise and practice. You can prepare yourself both mentally and physically to be creative.
In this course you will learn to: prepare yourself mentally and physically to be creative, and use your experiences, innocence, intuition, and sense of adventure to increase your creativity. |
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Creativity and Innovation: Fostering A Creative Environment |
1.00 |
Creativity is the ability to look at a situation from every possible angle and determine potential ideas, solutions, or outcomes. Employees with this ability add value to an organization by increasing its efficiency and productivity. This is why board members, stockholders, managers, and other employees want to recruit and retain creative individuals. Everyone in an organization benefits from the recruitment of creative people.
When a candidate begins to search for a job or becomes aware of available positions, the candidate will form an opinion about your company based on promotional material, media articles, stories, and word-of-mouth. Creative people look for flexibility. Although managers might hire creative people, some managers still tend to stifle employees’ creativity with excessive rules and directions. Creative candidates must believe that they will have the flexibility to be innovative, or they will look elsewhere for employment.
In this course you will learn to: recruit and retain creative individuals, and maintain a creative environment. |
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Creativity and Innovation: Creativity In Organizations |
1.34 |
Creativity in an organization depends on various factors, such as the distribution of authority, the flow of information, and the culture. Some organizations encourage creative thinking to a large extent, and others discourage it. You can recognize a creative organization from its leaders. A leader who can influence a team and inspire them to work creatively builds a creative workforce. Such teams look at problem solving as a means to develop creativity. Although there are certain organizational situations that can enhance creativity, you should also be aware of the organizational factors and job conditions that can inhibit your creativity.
In this course you will learn to: develop creativity in an organization, and use creativity to generate ideas and solve problems. |
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Creativity and Innovation: Creative Thinking Basics |
1.34 |
Creativity is the ability to imagine new concepts or combine existing ideas in new and different ways. An old idea that was not applicable in the past might become practical if the factors that made it irrelevant have changed. These changes could be in the details of the idea, or in the situation in which it is to be applied.
Creativity is a key factor in personal development. There are certain traits that are evident in creative thinkers. To be creative, you need to differentiate between the traits that enhance your creativity, and those that inhibit it.
In this course you will: prepare yourself mentally and physically to be creative, use your experiences, innocence, intuition, and sense of adventure to increase your creativity. |
