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I n today’s competitive business climate, establishing rapport with your customers can mean the difference between a highly successful business and a failing organization. One of the first ways to establish rapport is by projecting a positive image. Rapport is also based on using welcoming words, respecting a customer’s unique diversity, considering another’s perspective, and practicing active listening. Building rapport results in customer satisfaction, business growth, and a positive work environment. It’s a win-win situation for everyone. This course, Developing Rapport with Customers, will focus on the quintessential skills for developing a positive and effective relationship with your customers.

After completing Developing Rapport with Customers, participants will:

• Incorporate ways to create a great first impression;
• Project a positive attitude;
• Avoid customer service taboos;
• Develop rapport with customers;
• Practice active listening skills;
• Respect cultural diversity; and
• Use welcoming behaviors.

Developing Rapport with Customers utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course.  A Certificate of Completion will be awarded.

Developing Rapport with Customersis designed for customer service representatives as well as all front-line employees who want to satisfy customers’ needs and establish a positive relationship with their customers.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39

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A s business professionals, we’re faced with problems everyday. Some days it may be easier to effectively deal with these problems without stress. Other times, we may need to work harder to make sure that we remain calm and focused on the steps of problem-solving. Our objective in problem-solving should always be to maintain a positive connection with our customers while solving the problem at hand. This course, Problem-Solving, integrates quintessential steps for rationally and strategically working through the problem-solving process.

After completing Problem-Solving, participants will:

• Utilize a five step problem solving process;
• Apply specific strategies for changing negative statements into positive ones;
• Use alternate ways to say, “I’m sorry;”
• Practice ten simple practices for improving all interpersonal interactions;
• Recognize the list of Customer Service Rights; and
• Explain five common customer complaints and ways to avoid them.

Problem-Solving utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course.  A Certificate of Completion will be awarded.

Problem-Solving is useful for customer service representatives as well as all employees who deal with customers’ problems and complaints.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39

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A recent study indicated that most employees spend one-fourth of their time in conflict. No business professional is immune to conflict situations as there seem to be an endless stream of contrary situations at work. Research demonstrates that there are however, some tried and true strategies and techniques for getting along when criticism mounts. This course, Managing Criticism, focuses on the tools you need to manage and in fact, benefit from criticism.

After completing Managing Criticism, participants will be able to:

• Apply a six step strategy for managing criticism;
• Utilize effective tips for dealing with critical customers and co-workers;
• Use a five step process for offering criticism;
• Analyze others’ criticism;
• Integrate efficient techniques for promoting rapport and good will during conflict ; and
• Identify tips for maintaining a rational and composed demeanor during conflict.

Managing Criticismutilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course. A Certificate of Completion is awarded.

Managing Criticism is useful for customer service representatives as well as all employees who receive and offer criticism.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39

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A s a business professional, it’s important to assume a position of knowledge, responsibility, and appreciation of all of your customers, no matter how difficult they may be. If you don’t accept a helpful philosophy, both you and your customers could cause some major damage. In this course, Challenging Situations, we’ll focus on some helpful strategies, techniques, and tips for dealing with difficult situations.

After completing Challenging Situations, participants will be able to:

• Utilize three behavioral styles for dealing with difficult customers and co-workers;
• Interact with seniors and special needs individuals;
• Relate to people of all cultures;
• Understand mechanisms for maximizing challenging situations;
• Differentiate between facilitative and debilitative emotions; and
• Cope with stressful situations.

Challenging Situationsutilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course. A Certificate of Completion is awarded.

Challenging Situations is useful for customer service representatives as well as all employees who need a better understanding of challenging situations as well as techniques to manage negative work conditions.

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39

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I n order to present a professional image, you and your organization need to present a clear and consistent impression on the telephone. Telephone formulas are specific steps to follow when you’re answering the phone as well as making a call. By mastering some straight-forward formulas, you and other telephone representatives from your business will be well on your way to building positive relationships on the phone.

 

After completing Telephone Formulas, participants will be able to:

• Apply four steps for answering the telephone in a positive manner;
• Utilize strategies for recording professional messages;
• Avoid using telephone taboos;
• Use five steps in calling another organization; and
• Incorporate effective and appropriate telephone behaviors.

 

Telephone Formulas utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course.  A Certificate of Completion will be awarded.

 

Telephone Formulas is designed for telephone representatives as well as all front-line employees who answer the phone and need to satisfy callers’ needs and establish a positive relationship with their customers.

 

Reading, Exercises, Implementation Plan, and Quiz.

 

2-3 hours

 

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

 

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

 

$39

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R esearch tells us that customers are more inclined to show anger and upset on the telephone than they are in face-to-face interactions with a representative. What this means is that business professionals are likely to encounter some difficult callers. Research also tells us that there are some specific telephone strategies that will appease difficult callers and in most cases, turn them into satisfied customers. This course, Handling Difficult Callers, focuses on rules, techniques, and assessment criteria for making the most of negative callers and stress-producing situations.

After completing Handling Difficult Callers, participants will be able to:

• Use techniques for managing angry and upset callers;
• Utilize a Difficult Callers Game to reduce stress;
• Apply ten rules of telephone etiquette;
• Incorporate strategies for being clear and succinct.; and
• Evaluate their abilities by using telephone assessment criteria.

Handling Difficult Callers utilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course. A Certificate of Completion will be awarded.

Handling Difficult Callers is designed for any telephone representative or front-line employees who want to improve his or her listening skills and improve their interactions with customers.

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39