Customer Service

Course Titles and Descriptions

Business Writing Skills for Employees

The ability to write effectively is a skill every employee should possess. Even if they are called on to write only the occasional e-mail message, being able to express ideas clearly, accurately, and professionally in writing is an important job skill. More important, if employees communicate with customers in writing, what they write—and how they write—is a reflection not only of their own professionalism but also of the employer and its products or services. This online business writing training course covers important writing techniques that can help employees make the most of their business communications. At the end of this training course, trainees will be able to identify the characteristics of good business writing, use words for maximum impact, develop efficient sentences and paragraphs, and write more effective business communications.

Coaching for Superior Employee Performance: Techniques for Supervisors

Coaches play a very important role in the success of a sports team. They develop and motivate players. They work hard to bring out the best in each player and to unify their players into a winning team. Coaching in the workplace has basically the same purpose and involves similar techniques. This session covers effective techniques you can use every day to coach your employees to higher levels of performance, which means greater success for you, your employees, and your department.

Communication Skills for Employees

The objective of this training session is to teach you the basics of effective communication in the workplace. At the end of the training session, you will be able to identify the benefits of effective communication; recognize obstacles to effective communication; enhance your communication skill; and communicate more effectively on the job.

Conflict Resolution for Employees

Conflict is a normal part of life. Whether it’s at work, at home, with friends or neighbors, disagreements between people happen. When they do, you need to be able to manage and resolve conflicts successfully to achieve the best outcome for you and for those caught up in the conflict. This online conflict resolution training course teaches conflict management and conflict resolution skills and techniques that can be used to more effectively manage workplace conflicts . Furthermore, resolving team conflict is an essential part of effective team management—group conflict resolution is critical to a productive workplace. Training staff on conflict resolution is an essential element of a productive workforce.

Connect With Customers

To work effectively with customers and provide the kind of service that builds long-lasting relationships, customer service representatives need to connect with their customers. The objective of this online customer service training course is to focus on how to connect with customers. At the end of the training session, trainees will be able to understand the importance of connecting with customers, identify effective methods for making good connections, and communicate well to ensure successful interaction with customers.

Customer Service Skills—How We Can All Improve

Without our customers, we wouldn’t be in business, and none of us would have jobs. That’s why it is important for every employee in every department of every workplace to develop a customer-oriented focus and always provide excellent service. The main objective of this online customer service training course is to teach employees ways to improve the service they provide to customers. By the time this course is over, employees should be able to recognize that we all have customers and share responsibility for customer satisfaction, understand what customers expect from them, handle customers’ problems effectively, and help improve overall customer satisfaction.

Customer Service—How to Promote Among Staff Training

To exist, every business needs customers. To thrive, businesses need repeat and loyal customers. This means that all supervisors and employees must be able to provide excellent customer care to external customers and to the people within the organization who provide service to customers. The objective of this online customer service training course is to prepare supervisors to train and encourage their employees to provide the highest level of service to all customers. At the end of this training session, supervisors will be able to recognize that all employees have customers, understand what customers expect from their employees, create a customer-oriented focus in their department, train employees to deal effectively with customers’ problems, and improve overall customer satisfaction.

E-Mail Best Practices for All Employees

The objective of this online employment training course is help trainees make the most efficient use of electronic correspondence. At the end of this training session trainees will be able to understand our e-mail policy, manage e-mail volume and storage effectively, present a professional image in e-mail, produce clear, concise messages, and reply efficiently to incoming mail.

Handling Customer Complaints

Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. The objective of this online customer service training course is to help employees handle customer complaints and difficult customers successfully. At the end of this training course, trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain.

How to Maintain Customer Loyalty

To be successful and profitable, any business must keep satisfying their customers so that they keep coming back to do business. Loyal customers are the core of every business. The objective of this online customer loyalty and retention training course is to help customer service representatives understand the importance of customer loyalty and discover ways that they can promote it. At the end of this course, trainees will be able to recognize the value of loyal customers, understand how to build and maintain loyalty, identify and meet customer expectations, and provide superior service that generates loyalty.

How to Manage Time Wisely: A Guide for Employees

This session will focus on practical techniques and information that you can start using right away to gain more control over your busy work schedule. It will cover everything from eliminating time wasters to planning your workday to making time-wise decisions. The bonus of this training session is that everything you learn today about time management on the job can easily be applied to managing your personal life more efficiently as well.

Identifying Customer Needs

Providing superior customer service means meeting customers’ needs by providing them with the products and services they want or by providing effective solutions to their problems. In order to do that, customer service, customer care, and call center representatives must be able to accurately and completely identify customers’ needs. The objective of this online customer service training course is to help trainees identify and meet customer needs, an important step in creating loyal customers. At the end of this training course, trainees will be able to recognize the importance of correctly identifying customers’ needs; ask the right questions to accurately identify needs; identify and take advantage of cross-selling opportunities; and present products, services, and solutions that meet customers’ needs.

Maintaining a Positive Attitude

The main objective of this online training course is to suggest ways representatives can maintain a positive attitude to improve the customer experience. At the end of this training session trainees will be able to recognize the value of a positive attitude, understand how to maintain a positive attitude, cooperate with coworkers to create positive experiences for customers, and demonstrate a positive attitude every day on the job.

Making Customers Feel Special

Everyone likes to feel special. People like to feel that others value them and think they are important. But making customers feel special involves more than just professional, courteous service. When customers enjoy doing business with you, they will return.

Motivating Employees: Tips and Tactics for Supervisors

This course helps trainees with the following concepts:

  • A better understanding of the concept of motivation—this means more than just knowing a definition. It also entails knowing some of the qualities of motivation and thinking about how motivation relates to the health of your workplace.
  • What motivates your employees—again, this may be more complex than it initially seems because people are motivated by different factors. We discuss many of these factors.
  • Techniques to help you obtain peak performance from your employees.
  • Ways you can encourage your employees to grow and reach their highest potential. This benefits both your workplace and the employee.

Phone Skills

The main objective of this online employment training course is to cover the basic phone skills needed to be a successful customer service representative. At the end of this training session trainees will be able to answer the phone professionally and effectively, handle transfers and holds successfully, make the most of opportunities to call customers, take phone orders accurately and efficiently.

Problem Solving for Employees

This session teaches employees problem-solving techniques. It goes without saying that problem solving is part of any job. Problems can’t be avoided. “Problems” are better looked at as opportunities for improvement. The problem-solving methods covered in this session can help trainees identify and resolve work problems more quickly and effectively, change employee behaviors and attitudes toward problems and, consequently, be more empowered and successful at work.

Stress Management

The main objective of this session is to help you better manage the stress in your life. By the time this session is over, you should be able to identify the causes of stress, recognize the different types of stress, understand how stress affects you, and manage stress effectively.

Stress Management (Multimedia)

A little bit of stress can keep us on our toes and give us the adrenaline we need to get through tough situations. But when stress becomes persistent or excessive, it can create problems—both at work and at home. And even worse—it can take a toll on your physical and mental health. During this session we’ll learn about what causes stress, how much is too much, and lots of things you can do to make it more manageable for you.

Teambuilding for All Employees

Teams can be an extremely effective way to get important work done. They make use of the diverse skills, knowledge, and experience of team members to produce results that a single person working alone would be unable to achieve. The main objective of this online teambuilding training course is to explain how to build strong, effective teams in your workplace. This course will teach employees to recognize the value of teamwork, identify the characteristics of an effective team, understand the qualities of a productive team member, and help build successful teams to achieve important goals.

The Power of Listening

Listening effectively to customers plays a powerful role in successful customer service and customer retention. The objective of this online customer service training course is to give customer service and call center representatives the basic skills they need to become good listeners. At the end of this training course, trainees will be able to understand the benefits of active listening; to identify feelings, attitudes, and unspoken needs underlying customers’ words; to overcome listening obstacles; and to use listening skills for outstanding customer care.

Time Management Skills for Employees

This training presentation will help you gain control over your time so that you can work more efficiently and productively. At the end of the training session, you will be able to identify and eliminate your time wasters; plan and prioritize effectively; define goals and make time-wise decisions; capitalize on prime and commuting time; avoid procrastination; and handle communications, interruptions, and emergencies effectively.

Turning Satisfied Customers into Repeat Customers

Repeat customers are the core of most businesses. Customer service representatives are a key ingredient in turning satisfied customers into repeat customers by the quality of the service they provide. The objective of this online customer service training course is to emphasize the importance of repeat customers and offer ways to build long-lasting relationships with clients. At the end of this course, trainees will be able to define repeat customers, identify what makes them come back, understand their importance, and employ strategies that turn satisfied customers into repeat customers.