TRAINING COURSE CATALOG

When You Have to Say No

It’s logical to think that saying “no” is bad customer service. Sometimes it’s an obvious choice, while other times, you may have to use a creative approach.

English (US)

10 Minutes

Financial Documents 101

This course steps the student through two basic and essential financial statements-the income statement and balance sheet-in addition to profitability ratios, liquidity ratios and solvency ratios.

English (US)

10 Minutes

Cash Flow – Statements and Logistics

This course walks the student through the statement of cash flows. It also explains the complexities behind how a company can experience increasing sales at the same time as decreasing cash or running out of cash.

English (US)

10 Minutes

Budgeting Basics

Budgeting is a critical communication tool. This course steps the student through a typical budgeting process. A successful approach is described in a step-by-step manner with the intent of maximizing buy-in from employees.

English (US)

10 Minutes

Capital Budgeting Methods and When to Use Them

This course guides the student through a variety of analyses for capital budgeting investment. It includes two gateway calculations, as well as two advanced methods, which can be used for more detailed analysis.

English (US)

10 Minutes

Costs, Volume and Profits

This course introduces fixed and variable costs, in order to explain how the mix of costs impacts a company during both economic growth and decline.

English (US)

10 Minutes

Assess and Learn – Cybersecurity

Understanding the who, what and why of cyberattacks can better prepare your organization against threats. Learn more with this adaptive, video-based course. 

English (CA)

15 Minutes

Identifying and Exceeding Customer Needs

Exploring and categorizing customer needs, will allow you to turn them into opportunities to gain a valuable customer that continues to want more of what you have to offer. 

English (US)

15 Minutes

Handling Customer Complaints

Did you know that many unsatisfied customers don't even bother to complain? Much more damaging, they simply leave and buy from your competitors. Obviously, customer satisfaction isn’t enough.

English (US)

15 Minutes

Excellence in Customer Service

In today’s economy, the competition for your customer’s business is tougher than ever. While others are providing service that meets expectations, how can you go above and beyond to exceed expectations?

English (US)

10 Minutes

Five steps to Problem-Solving and Diffusing Upset Customers

Those of us in customer service can sometimes seem to have our work cut out for us. When we answer the phone, most of the time it's because a customer is upset or disappointed about something related to the business or service.

English (US)

10 Minutes

Is the Customer Always Right?

Exploring the intended meaning behind the question, "Is the customer always right?" equips you with techniques for turning customer problems into opportunities.

English (US)

15 Minutes

Stellar Customer Service Best Practices

This course will cover the best practices of industry leading companies who provide stellar customer service.

English (US)

15 Minutes

Communication Skills

Delivering great customer service is everyone’s job. The key to understanding what that signifies is to think about your interaction from the customer’s point of view.

English (US)

10 Minutes

Mastering the Telephone – Basic Skills – Part Two

Many employees lack the basic skills needed to listen, question and speak clearly over the phone. With so much communication happening digitally, it's not uncommon to need a refresher on appropriate telephone skills in business.

English (US)

10 Minutes

Using Feedback to Improve Service

There are two types of feedback that affect customer service. They’re customer feedback and team feedback. What happens internally within the organization can directly impact your customer’s satisfaction.

English (US)

10 Minutes

Mastering the Telephone – Basic Skills – Part One

How do you master fundamental telephone communication and management skills while being productive and building rapport with your internal and external customers?  

English (US)

5 Minutes

Essential Time Management Tools

Is your most productive day the day you leave before vacation? If so, why? Most of us would say it's because we focus on priorities, manage interruptions, delegate and give tasks a finite amount of time.

English (US)

10 Minutes

Delegate to Save Time and Develop Your Employees

Are you overwhelmed with too much to do and not enough time to do it? Do you have employees who have the potential to develop in their role? Then you need to master the art of delegation. Delegating is an essential skill in a manager's toolbox.

English (US)

10 Minutes

Building And Managing Your Dream Team

Managers must build high performing teams and then work through their people—especially at a time of rising workplace demands. Building a high performing team takes time and effort.

English (US)

10 Minutes

Conducting Effective Meetings

Leading meetings is an important part of a manager’s job responsibilities. Because so much time is spent in meetings it’s critical managers have the skills to conduct effective meetings.

English (US)

10 Minutes

How To Hire The Right People

Good people make or break a company, so successful managers make the right hiring decisions. Hiring the wrong person can be costly, and negatively impact other employees and customers.

English (US)

10 Minutes

What Managers Need to Know about Managing Change

Managing change is one of the most important skills that a manager can master. Successful change is dependent upon how a manager can enlist the hearts and minds of their employees to carry out change.

English (US)

30 Minutes

Gain Control of Work Life Balances

Work-life balance is defined as properly prioritizing work responsibilities and other life activities, such as family, personal growth, volunteering, and leisure.

English (US)

30 Minutes