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Customer Interactions
by Skillsoft - Business
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer how to overcome communication problems and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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The Customer Service Representative (CSR)
by Skillsoft - Business
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Todays Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers needs are addressed in an effective efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties including typical roles of the CSR in a support environment basic tasks accomplished by the CSR the support center and customers role in a support environment how the support center has evolved and company and support center best practices. This course prepares individuals interested in the CSR certification which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment. ...
$75.00
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Project Management Fundamentals
by Skillsoft - Business
The evolution of business strategies has increased the importance of management having a thorough understanding of the products they produce. More and more employees are getting promoted from within to become project managers as they fully understand what they are trying to produce and how best to meet the quality and quantity requirements set forth by upper management. Project management as a process is the supervision and control of the work required to complete the project deliverable. Using established project management processes coupled with the experience and skills of experienced workers has allowed employers to adjust their mind-set when developing management and leadership skills from within. This course will enable someone who is not a professional project manager to learn the fundamentals of project management so he will be able to manage projects related to his area of responsibility within the organization. ...
$75.00
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Support Center Services and Work Environment
by Skillsoft - Business
This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices personal accountability enhancing the image of the organization and the work environment are covered. ...
$75.00
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Transitioning into a Project Management Role
by Skillsoft - Business
Many people find themselves thrust into a project management role with no formal training or experience. When this occurs it is important to be prepared to deal with the significant changes in your role. Your responsibilities broaden from managing yourself to managing others from short-term to long-term goals and from tangible to intangible issues. Time and experience will develop and refine your project management skills but this course will prime you for the process of transitioning into a project management role. It will discuss the changes a new project manager may face including the development of a successful project team. ...
$75.00
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Managing a Project
by Skillsoft - Business
The factors of a successful project almost always end up depending on how much money and time is needed to create a product worthy of the customer. This course will help you manage the constraints of time money and schedules and how they relate to the overall quality of your project and product. ...
$75.00
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Initiating and Planning a Project
by Skillsoft - Business
Initiating and Planning are crucial phases in developing and executing any successful project. Companies that are embarking on a new project initiative must assign people to gather facts and decide what exactly they want to produce and how they are going to produce it. This course examines which factors should weigh in during the project selection process and how to effectively plan a project from beginning to end. ...
$75.00
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Troubleshooting and Closing the Project
by Skillsoft - Business
The factors that can affect a project are numerous and often hard to pinpoint. Conducting meetings and using advanced tools such as formulas and graphs allow the project manager to properly define the health or status of the project. This course outlines how to conduct effective meetings and presents some troubleshooting tools that can be used during the project life cycle. It also presents the information required to close the project which is the last stage in project management. ...
$75.00
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Dealing with Irrational Customers and Escalating Complaints
by Skillsoft - Business
Dissatisfied customers can become irrational irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional positive manner and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer handle emotional and rambling customers and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center/help desk environment. ...
$75.00
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Communication and Leadership
by Skillsoft - Business
You've asked an employee TWICE to complete a project as soon as possible and still the work isn't completed. You've delegated a task to another employee only to have it done incorrectly. You've sent an e-mail asking for extra help on a project to which you've had several negative responses. Whats going on? While these situations could be the result of many different influences you can eliminate one of the variables by ensuring that your communication style is positive clear concise and to the point. As an entrepreneur or manager, the skills are a necessity. Learn how to coordinate your verbal and nonverbal message to get the best results and learn how to write in such a way that you get the highest impact with as few words as possible. ...
$75.00
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