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Managing Challenges in Customer Service
by Skillsoft - Business
During an average working day in a call center customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet logical and professional in their manner to noisy impatient and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed skill accuracy and composure. ...
$75.00
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Obtaining Results from the Boss
by Skillsoft - Business
What does the word "boss" mean to you? Does it stand for Big Old Stubborn Sourpuss? Or does "boss" conjure an image of a level-headed flexible and thoughtful co-worker? Whatever the case as an employee working in a subordinate role its up to you to learn how to get the results you desire. That means knowing how to do everything from building a relationship with your boss to dealing effectively with him when he only wants to disagree. In this course youll learn how to get results from your boss in a number of situations despite your lack of authority. ...
$75.00
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Discovering What Your Customers Want
by Skillsoft - Business
The data are in and theres no doubt about it: The return on customer loyalty goes directly to your companys bottom line. Too often however organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system you have to begin with the basics. ...
$75.00
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Leadership Communication Skills
by Skillsoft - Business
In this course you will learn what the requirements of leadership are how to communicate your suitability for the role and how to communicate with those you lead. ...
$75.00
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Leading without Authority
by Skillsoft - Business
Lily Tomlin said "I always wondered why somebody doesnt do something about that. Then I realized I was somebody." Tomlin could have been speaking on behalf of many employees in the corporate world who despite having little authority take it upon themselves to become leaders nonetheless. Becoming a leader and getting results without authority is especially important in todays corporate culture where middle management and the concept of seniority are being replaced by a flat organization structure and intense competition. Such an environment makes the need for leadership skills especially crucial. In this course youll learn how to circumvent your lack of authority to get results through effective leadership. ...
$75.00
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Listening to Comprehend
by Skillsoft - Business
Do you need to better understand the basic meaning of a conversation or presentation? If you need to be able to identify what is said to you in a more effective manner then this course is for you. This course teaches you how to comprehend verbal and visual messages to maximize your understanding of others. Because this course teaches listening skills it is important to have your audio turned on for certain sections. In some instances the text that is spoken will display in the caption text box. In these case the important feature is not what is said but how it is said. In these sections it would be most effective for you to turn off the captions to get the full effect of the audio. In other instances audio is presented without accompanying text. To complete these sections you must have your audio turned on. ...
$75.00
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Perspectives on Conflict in the Workplace
by Skillsoft - Business
What is meant by the term "conflict" and what are the general attitudes towards it in the workplace? In this course three prevailing attitudes towards conflict are compared. These are that: ...
$75.00
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Handling Conflict
by Skillsoft - Business
No one can complete a working career without experiencing conflict so it is essential for you to handle this conflict in the most effective way. ...
$75.00
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Results and Teamwork without Authority
by Skillsoft - Business
When it comes to being a member of a team what role do you think you should play? Legendary Alabama football coach Bear Bryant said " In order to have a winner the team must have a feeling of unity; every player must put the team first--ahead of personal glory." Yet according to general George S. Patton Jr. "If everyone is thinking alike then somebody isnt thinking." When it comes to getting results without authority on your team its necessary to do both. In this course youll learn how to achieve results by playing the game and youll learn how to assert yourself. ...
$75.00
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Communicating for Results
by Skillsoft - Business
For many people success in the workplace depends on their abilities to influence others to take a particular course of action. This course gives a practical demonstration of how to communicate for best results in three common but sometimes difficult situations. ...
$75.00
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The Mechanics of Communicating Effectively
by Skillsoft - Business
Your voice your ability to listen and your body language are your three vital communication tools. However because they are given at birth they are often taken totally for granted. People mistakenly believe that because these tools are in constant daily use that they are already the best they can be. However it is possible to improve the quality of these communication essentials and this course sets out to help you do just that. ...
$75.00
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Enhancing Listening Skills
by Skillsoft - Business
Have you ever been taken by surprise by an unexpected deadline? Have you ever left a meeting unsure about what was decided? Have you ever asked a supervisor for advice only to later forget what your supervisor told you? You can avoid problems like these by using effective listening skills. Effective listening helps you to know whats going on in your organization get cooperation from your co-workers solve problems and be successful in your work. However most people dont listen very well. This course will help you to improve your ability to listen to others. You will learn the skills you need to understand what people say read their unconscious nonverbal messages and get others to want to listen to you. You also learn how to apply these skills in a variety of business situations such as interviews business meetings and negotiations. ...
$75.00
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How to Work with Aggressive People
by Skillsoft - Business
Have you ever had one of those absolutely great days at work? Everything is going the way it should youre on schedule and youre getting to meetings on time. Then someone verbally attacks you or metaphorically stabs you in the back. ...
$75.00
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Optimizing E-mail at Work
by Skillsoft - Business
In todays business world e-mail is used to do everything from processing orders to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what makes e-mail unique and provide you with the skills to write send and receive business e-mail effectively. You will learn how to best use the features that are commonly included in e-mail programs in a way that improves your communicative ability and efficiency at work. ...
$75.00
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Working with Internal Customers
by Skillsoft - Business
Excellent customer service lies at 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 peoples morale productivity and external customer service and ultimately makes your organization more financially secure. Giving great service to your internal customers means that people you work with can see hear and feel that they are valued. When employees value one another the result is increased performance which contributes to the success of the entire organization and creates a positive and productive working environment. ...
$75.00
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Managing Organization Conflict
by Skillsoft - Business
As a manager you will inevitably have to sort out some of the conflict that occurs in your organization. Sometimes this will be between individuals but often it will be between teams and even departments. ...
$75.00
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Communicating to Get Results
by Skillsoft - Business
When you want something done you have to either do it yourself or see to it that someone else does it. As adept as you may be at multi-tasking there will be times when youll need a colleagues help or buy-in to perform a task. But how can you effectively achieve results without any formal authority within the organization? Communication is the answer. Through the effective use of the various forms of communication youll be able to extend your influence at work even without any recognized authority. This course is designed to help you become a more effective communicator so that you can become more productive and use written and spoken communication to achieve results. ...
$75.00
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Difficult People in the Workplace Environment
by Skillsoft - Business
Do you grind your teeth in frustration each time you have to work closely with someone who drives you batty? Do you have to put up with difficult people at work on a regular basis? Has your physician told you that your blood pressure is at an all-time high? ...
$75.00
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Excellence in Internal Customer Service
by Skillsoft - Business
In todays fast-changing and highly competitive business climate offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals 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 but also has the added benefit of motivating your employees meeting their needs and promoting a satisfying environment to work within. ...
$75.00
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Getting Results by Building Relationships
by Skillsoft - Business
You are not the boss. Youve been called "peer" "esteemed colleague" "invaluable staff member" and "friend" but no ones even come close to calling you "boss." When you stop to think about it you realize you have no real authority whatsoever. In fact you have much more power than you think even if you are on the bottom rung of the corporate ladder. As Jack London said "Life is not always a matter of being dealt a winning hand but sometimes of playing a poor hand well." In the corporate world when it comes to getting results when you have no authority it is imperative that you play your best hand. In this course youll learn how. ...
$75.00
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How to Work with Negative People and Procrastinators
by Skillsoft - Business
Dont you hate it when people say theyll do something but when the deadline is up it turns out they somehow never managed to get around to doing it? Or what about people who whine all the time? You might come in to work in the best of moods but after ten minutes of someone complaining nonstop while youre waiting to fill your coffee cup your day is shot. If youre tired of putting up with negative people or people who leave you holding the bag then youre going to love this course. It describes ways you can triumph over the negative and negligent attitudes that some of your co-workers employees or bosses might display. ...
$75.00
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Customer Support Specialist Simulation
by Skillsoft - Business
You are a call center representative for BroadBandCast Inc. one of the worlds leading communication companies. Digital cable TV high-speed Internet and phone service are among the companys products. ...
$75.00
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Customer Satisfaction: Analysis and Implementation
by Skillsoft - Business
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team youll be able to use survey results more effectively if you understand how key analytical tools are applied. ...
$75.00
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Call Center Telephone Sales
by Skillsoft - Business
How many times have you attempted to get your point across over the phone only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course you will learn how to save your and your customers time. Learn which principles and techniques of selling professional presentation approaches and telemarketing laws apply to you. Using your time efficiently is important because time is money! Remember this course is dependent on the previous call center courses; to be a good sales rep you need a combination of communication and customer service skills. ...
$75.00
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Cross-selling in a Customer Service Call
by Skillsoft - Business
If theres one advantage most companies have learned to appreciate in recent years its "flexibility". Technology the economy and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. ...
$75.00
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Coping with Criticism and Feedback
by Skillsoft - Business
We all need feedback so that we can learn and improve. What we often get is criticism or feedback given to us in such a way that we feel defensive or angry. When your emotions get involved it is difficult to be objective and to use the feedback effectively. This course links the concept of emotional intelligence and EQ to the practice of receiving feedback. By doing this it provides you with a powerful approach that enables you to deal effectively with criticism and feedback. You will learn how to seek feedback from those best able to help you and how to deal with feedback regardless of how it is given. Finally you will learn how to make positive use of the feedback you receive. ...
$75.00
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Customer Support Specialist Professionalism Simulation
by Skillsoft - Business
You are employed as a customer support specialist with Genovese Direct Flooring and Hardwoods a national wholesaler and installer of hardwood flooring laminates and specialty millwork. ...
$75.00
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Effective Feedback for Employees and Colleagues Simulation
by Skillsoft - Business
Feedback is an essential element of successful businesses. Managers employees customers and suppliers alike all benefit from the exchange of meaningful germane feedback. But feedback is a double-edged sword. Given thoughtlessly without proper preparation and consideration it is likely to be ignored by the recipient or worse yet give offense. On the other hand when given properly feedback is a powerful tool for improving performance and increasing productivity. In order to achieve such positive results and avoid negative reactions individuals must be aware of how others receive and employ feedback and learn the process of providing effective critiques. ...
$75.00
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Effective Telephone Techniques
by Skillsoft - Business
This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette offers tips for building trust over the telephone and discusses important non-verbal actions that are present in most telephone interactions. Additionally it helps the learner make the most out of technology when using voicemail speakerphones cellular phones and conference calls. ...
$75.00
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E-mail as a Marketing Tool
by Skillsoft - Business
How can you find new customers? How can you build stronger relationships with new and existing customers? How can you boost sales of your companys products and services? This course will provide you with useful strategies to help you incorporate electronic mail into your marketing approach. Learn how to communicate effectively with your customers through e-mail. You and your company will benefit from better customer relations and increased sales. ...
$75.00
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Essentials of Electronic Communication
by Skillsoft - Business
Everyone seems to be using e-mail lately--family members keeping in touch university students submitting assignments companies offering products for sale and office workers carrying out their daily business tasks. Most e-mail users can improve their e-mail skills by learning more about the basic features and potentials of e-mail. Any business person will benefit from developing an understanding of e-mail essentials. ...
$75.00
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Frontline Call Center Skills Simulation
by Skillsoft - Business
This simulation will test your ability to deal with unhappy external customers and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types such as; "relater" "director" and "thinker." ...
$75.00
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Foundations of Grammar
by Skillsoft - Business
When do you use "your" or "youre"? "Me" or "myself"? Is "good" an adverb or an adjective? Understanding how to use various types of words is a building block of good writing. To be a good writer you must have a thorough understanding of the basic parts of speech that identify and classify types of words. Then you must be capable of applying the necessary guidelines for more complex uses of various word types. In this course youll complete a comprehensive study on using words correctly. Youll study everything from pronouns to possessives and youll discover how to avoid the most common usage errors. When youve finished the course youll have the necessary building blocks to develop your skill as a top-notch writer. ...
$75.00
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Technical Support Agent Skills Simulation
by Skillsoft - Business
Having evolved far beyond the "break-fix" model todays technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management sales skills and keen problem-solving ability. ...
$75.00
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Internal Customer Service: Conflict and Complaints Simulation
by Skillsoft - Business
Complaints are an inherent part of customer service and this is especially true of internal customer service. No matter the level of vigilance problems will arise and when they do they must be greeted with quick and effective responses to ensure that business can proceed. ...
$75.00
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Overcoming Internal Customer Service Problems
by Skillsoft - Business
Managing relationships with your internal customers isnt always 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 customers trust. In this course youll learn the art of sustaining excellent service and recovering the situation when things go wrong. By examining the pitfalls that can occur and following a set of useful techniques and guidelines you can salvage internal customer relationships and increase your chances of sustaining customer service excellence. ...
$75.00
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Providing Customer Service Simulation
by Skillsoft - Business
The art of effective customer service requires anticipating your customers needs and expectations in addition to working with them to handle and solve any and all of their present issues or requests. How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever. ...
$75.00
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Punctuating with Skill
by Skillsoft - Business
Should you use a comma or a semicolon? Does the punctuation go inside or outside of the quotation mark? Whats the difference between the parentheses and brackets the hyphen and the dash? Knowing the answers to these questions will ensure that youre using punctuation correctly and to your greatest advantage. In this course youll review the standard rules and guidelines for using punctuation appropriately. Youll also be given the most current information on some of those pesky rules that seem to be constantly changing. In todays world of fast-paced electronic communication its more important than ever to get your meaning across quickly and cleanly. A well-punctuated sentence does just that. ...
$75.00
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Professional Skills for Customer Service Agents
by Skillsoft - Business
As a customer service agent (CSA) the focus of your job is to solve customers problems within a short amount of time. To do this you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agents workload while satisfying customers by mastering a few vital skills. "Professional Skills for Customer Service Agents" covers professional issues such as call-center ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively. You will learn skills that help CSAs to efficiently and respectfully gather customer information and where appropriate take action to place a customer on hold without offending the customer or losing the call. When combined the behavioral skills covered in this course can lead to a more satisfying work experience and increase your success rate as a customer service agent. ...
$75.00
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Telephone Skills for Business Professionals Simulation
by Skillsoft - Business
Youre the special events coordinator at Eagle Hotel & Resort. Your job involves booking and coordinating events at the hotel such as weddings banquets family reunions product launches awards ceremonies and business conferences. ...
$75.00
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Excel at Customer Service Simulation
by Skillsoft - Business
Youre a new customer service representative at Azimuth a growing company specializing in global positioning systems (GPS) technology. You were hired to replace Jared who left the company abruptly. As Jareds customers dont know that he left be prepared for some surprised reactions when you start talking to his former accounts. ...
$75.00
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Getting Results with No Authority Simulation
by Skillsoft - Business
You have been hired within the last year as a design engineer at Autorad a company that manufactures automotive components. Historically the company specialized in custom-designed components for limited production runs. In recent years the company has moved into more mainstream applications and must adapt to a mass-production mind-set. ...
$75.00
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The Call Center Industry
by Skillsoft - Business
When people pick up a phone and hear someone greeting them from the XYZ Company they put little thought into the people process or technology behind the phone call. To them the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination this course has been broken down into three parts: overview call center organization and call center technology. ...
$75.00
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The Customer Service Agent in Action
by Skillsoft - Business
There are now some 7 million customer service agents (CSAs) working in nearly 80000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer service agents play in todays business world. ...
$75.00
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Developing Customer Satisfaction Surveys
by Skillsoft - Business
By the time most people have the chance to develop their first survey theyve seen so many that it seems like developing one will be a piece of cake. To an extent theyre right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid reliable data however is both science and art. ...
$75.00
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Understanding Writing Mechanics
by Skillsoft - Business
One of the biggest challenges in writing is to feel confident about appropriately applying the mechanics of writing. How do you know what should or shouldnt be capitalized? When is it appropriate to abbreviate words names places and business terms? How do you know when to spell out a number or when to use a figure? How can you get past those troublesome words that are commonly misspelled? This course gives you the answers. Youll explore the rules of capitalization and abbreviations. Youll learn some of the special situations that influence how numbers are used and youll get tips and techniques to make spelling troublesome words easier. Your creativity will be enhanced when youre confident about writing mechanics. ...
$75.00
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Measuring Customer Satisfaction Simulation
by Skillsoft - Business
Stratoscape Creations is an industry-leading producer of multimedia and gaming products. They are responsible for bringing to the market some of the most popular flight simulators and first-person adventure games of the last decade. But competition has grown increasingly fierce in the industry and Stratoscape is starting to feel the bite of an up-and-coming company Tempests Core. ...
$75.00
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Assessing Customer Behavior
by Skillsoft - Business
In the modern customer-centric business model dealing with all customers in a positive and efficient manner is paramount. 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 one for both the customer and the TSA handling the call. ...
$75.00
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An Essential Guide to Giving Feedback
by Skillsoft - Business
The performance of any business depends upon the performance of everyone within the organization. To ensure that all staff are meeting their potential it is essential that there is a culture which enables feedback to be given and received. This course enables you to become familiar with the key aspects of giving candid constructive feedback about performance. The purpose of this course is to enable you to enhance your skills in giving feedback. The course starts by exploring the nature of feedback and it then develops a practical approach to the feedback process. Giving feedback is not always straightforward however and so the final part of this course looks at barriers to giving feedback and strategies for dealing with situations where your feedback is challenged. ...
$75.00
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Customer Service Agent Skills Simulation
by Skillsoft - Business
Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation and KDA prides itself on superior customer service. For the duration of this simulation the learner will assume the role of customer service agent generalist in the companys central call center. ...
$75.00
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