TRAINING COURSE CATALOG

Learn to Be on Stage to Provide the Best Service

What does it mean to be ‘on-stage' in a business sense? Well, it's similar to performing, in a sense-playing a role in front of your customers and clients. Now, of course no one expects you to play an exaggerated, scripted character at work.

French (FR)

5 Minutes

Applying the Service Experience Chart

Every company aims to be better than their competition. Everyone wants to take the lead. But, the most crucial part is learning how to be the best among your competitors.

French (FR)

5 Minutes

Apply Service Gap Analysis

Addressing service gaps can drive better use of your resources and improve the customer experience. A gap can be positive or negative; analyzing your gap and addressing it will positively impact your organization.

French (FR)

5 Minutes

Digital Customer Service

How do you stay relevant, remain efficient, and provide the best service to your customers?

English (US)

10 Minutes

Mind the Training Gap

With an exceptional CSA training program, you can have a first-class support team.

English (US)

10 Minutes

Putting Your Customer in the Drivers Seat

Customer journey mapping can be an extremely useful exercise. This perspective positively impacts key business measures, so journey mapping is good financially.

English (US)

10 Minutes

Understanding Organizational Behavior

Organizational behavior is all about how people, both individuals, and in groups, act within their organizations.

English (US)

10 Minutes

Communication Styles in CX

You may meet people who are expressers, drivers, relaters, or analytical, or a combination of these styles. Learning the best way to communicate with each will ensure good communication practices. 

English (US)

10 Minutes

Dealing with Difficult Situations

There are three types of difficult situations; conflict spiral, emotional spiral, and when someone gives you an ultimatum. Understanding the differences and dealing with each effectively is critical in business.

English (US)

10 Minutes

How CX Affects the Customer Journey

The Customer Journey describes the interactions people have with a company over time. This journey concerns itself with what people do, experience, expect, how they feel, and their results.

English (US)

10 Minutes

Instrumenting Key Customer Experiences

How do you deliver customer service that is seamless, trustworthy, attentive, and resourceful? By being a STAR! Customer service focuses on human interaction, and supporting customers is just one piece of the puzzle.

English (US)

10 Minutes

Hidden Costs in Providing Excellent Service

Providing excellent customer service is every service organization’s goal, but there are some potential pitfalls. And these pitfalls are often hidden; they exist in way that’s not obvious at first.

English (US)

10 Minutes

The Value of Customer Service

The value of customer service takes many forms as we work with our customers. Communication is key. You need to build value and importance within your team.

English (US)

10 Minutes

Adapting to Change

Dealing with change is not a smooth process. But is managing and adapting to change really that hard. How can someone cope with their apple cart being turned upside down?

English (US)

15 Minutes

Be a Change Leader

Organizations undergo reorganizations and revamp their strategies, and we need to adjust. Yet, most of us don’t deal with change very well.

English (US)

10 Minutes

Leading a Customer Service Group

The companies that rank high in the customer satisfaction index are in this position because their employees are well-trained, autonomous, and are can make their own decisions.

English (US)

15 Minutes

Scalable Customer Relationships

Customers must see what your company provides as a necessity in their lives — not just a desire — in order to compel them to purchase what you provide.

English (US)

15 Minutes

How Emotions Affect Communication

Understanding emotions and how they impact your communication styles is important when working in customer service. Gaining insight into emotional intelligence can improve the relationships between you and your customers.

English (US)

10 Minutes

The Potential of Human Capital

A business’ success can be decided by their workforce – retaining, and managing a high-value workforce. Understanding the potential of human capital will allow you to gain insight into the broader business and human capital issues you may face.

English (US)

10 Minutes

Know What Your Customer is Thinking

There are several non-verbal cues you can tune into when interacting face-to-face with your customers body language, expression, and your own listening, all play a role in your relationships with your customers.

English (US)

10 Minutes

Creating Customer-Centered Culture

Your employees do not just offer customer-centered culture on the front line. This attitude or mindset has to flow through your entire organization, from top to bottom.

English (US)

10 Minutes

Creating a Culture of Over Service

When developing customer relationships, you should over-service to leave a lasting impression. That little extra touch, whatever it is, will bring your customer back.

English (US)

10 Minutes

Understanding Those You Serve

it’s important to know how to evaluate a customer’s set of values. Those values influence how they’ll select the product or service you're going to provide them.

English (US)

10 Minutes

Ethical Issues in Marketing

Business ethics is a set of principles and practices that, when applied at every level of a company, maximizes the possibility of long-term profits, protects the company’s and it's clients.

German

10 Minutes