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Making Decisions Ethically
by Skillsoft - Business
What is an ethical decision? Many studies show that businesspeople have an intuitive understanding of right and wrong but that they find difficulty in explaining their judgments. This course provides the conceptual framework for discussing business ethics and the tool kit for making ethical decisions. ...
$75.00
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Planning an Effective Business Meeting
by Skillsoft - Business
If you are in a business that has meetings you know how much time is spent in them. A recent survey of 2000 business leaders indicated that managers spend over fifty percent of their time in meetings. That same study indicated that managers felt that about one third of those meetings were unproductive. This course will present you with information that will help you improve the quality of your meetings. It will help you develop strategies necessary for preparing effective business meetings by carefully considering the importance of all the components of the meeting including people place purpose time agenda and atmosphere. ...
$75.00
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How to Work with Arrogant and Duplicitous People
by Skillsoft - Business
In certain settings jesters and gossips can be quite entertaining. However at the office or on a regular basis they are not amusing. In fact their habits can be quite destructive. If youve had it up to here with someone who has a head the size of a compact car or if youre tired of being told the latest malicious gossip by someone else youll want to take this course. After youve learned how to deal with arrogant and duplicitous people in this course youll never have to suffer from enlarged egos or minute self-images again. ...
$75.00
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Getting Past Clashes: Valuing Team Diversity
by Skillsoft - Business
Teams have diverse personalities skills and interests that are challenging to put together. You may not get along with every team member but its important that you can work together to achieve the same goal. At the end of this course youll have the skills needed to work with different personality styles control your gut reactions to difficult people and deal with difficult team members. ...
$75.00
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Project IT Management Simulation - The Early Stages
by Skillsoft - Business
American Auto is a large automobile company that designs manufactures and markets cars and trucks worldwide. With its one price and no-haggle sales approach the company has been very successful and continues to increase its customer base. To further simplify the buying process American Auto has recently embraced the idea of upgrading its web sites virtual showroom to allow for online purchasing of vehicles for national delivery. With the new web site a customer will be able to choose the year model and options of their new vehicle and then purchase their vehicle without ever having to set foot in a dealer showroom. After payment and financing options have been arranged online American Auto will complete the transaction and deliver the customers new vehicle to their home or work. In order to make web purchasing a reality the companys IT department has been tasked with upgrading the companys web site to include these features and you are responsible for overseeing this project. ...
$75.00
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The EXCEL Acronym: Instilling Service Excellence
by Skillsoft - Business
In advancing to new levels of customer service commitment its helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you but seeking help and knowing where to find it can improve your service abilities. Thats why E for "Enlist Help" is the first concept in the EXCEL acronym. X is for X-Ray questions developing the skills to "read" your customers by asking the right questions in the right way. Its a great relief to be able to say "Case Closed" when theres a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots and in the "C" topic this course gives you the steps to close off problematic customer issues by anticipating them. The next letter is "E" for EMPOWER YOURSELF one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking ownership of your own personal service philosophy. That brings us to the last letter "L" which issues a challenge. In "Learn to be Flexible" you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality and instill a spirit of commitment to service far beyond the workplace norm. ...
$75.00
Details
Service Teams and Service Stars
by Skillsoft - Business
The Olympic athlete the Nobel Prize winner and the Oscar-nominated actor all have something in common. They are all stars in their areas of expertise. This course will move you to the level of stardom in the area of customer service. In profiling the highest achievers you will grasp the meaning of leadership the importance of long-term focus and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence you will look inside the workings of a championship team a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service. You will examine the pitfalls of attitudes that can put cracks in the smoothest service armor. This is the course that will help you to be the best service provider you can be. ...
$75.00
Details
Team and Customer Relationships
by Skillsoft - Business
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. ...
$75.00
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Facilitating Virtual and On-site Teams
by Skillsoft - Business
Knowing how to facilitate maturing on-site and virtual teams is critical because it is at this time that teams typically reach peak performance. Mature teams begin to perform independently and its important that the leaders role changes to that of a facilitator. ...
$75.00
Details
Overcoming Difficult Service Situations
by Skillsoft - Business
Your customers face is more contorted than anything youve ever seen...eyes bulging fists clenched and a scowl that makes Scrooge look like a nice guy. Its tempting to cut and run but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then youll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept but for most people its not so easy to do. This training adds just enough sugar to make the medicine go down helps us let go of our egos or our fear of being wrong and accept responsibility for errors. Though its not appropriate to tell a customer to "chill out" there are some easy to use tactics to cool down the angry client. Youll explore the steps to guiding customers toward a solution to a problem or issue. Finally tackle the exercise that tests your tolerance and take a preemptive strike at conflict by learning to plan for challenging situations before they ever occur. ...
$75.00
Details
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