TRAINING COURSE CATALOG

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

Key Customer Experiences

Customer service focuses on human interaction, and directly supporting customers. Customer experience is the sum of the entire customer journey with your company. This includes experience with your product and services.

English (US)

10 Minutes

The Customer Journey

The customer journey concerns itself with what people do, experience, expect, how they feel about interactions, and their results. Which hopefully ends in a purchase.

English (US)

10 Minutes

Delight Every Customer

When customers interact with your company, regardless of who they contact throughout their journey, it’s important that the brand message stay consistent throughout their interactions. This makes transparent communication imperative.

English (US)

10 Minutes

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

Social Media Risks in the Workplace

All employees, contractors and stakeholders who use social networks are obliged to align with best practices at work. This course discusses how social media affects your employees and organization and the risks involved. 

English (US)

15 Minutes

Using Social Media to Represent Your Organization

Ever wondered what you can and can’t do when posting on social media on behalf of your organization? In this course, you’ll find helpful guidelines when using social media when representing your organization.  

English (US)

10 Minutes

Human Trafficking Awareness

Human trafficking is the world’s fastest growing crime. Raise awareness and build understanding about human trafficking with this course. It covers who is affected, how to recognize the signs, and what to do if you suspect human trafficking.

English (US)

25 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

Communication Skills all Managers Must Master

Good communication provides information and fosters engagement, trust and commitment. Being able to clearly describe your vision and needed task is extremely important for employee engagement and productivity. 

English (US)

15 Minutes

Performance and Feedback Coaching

According to the International Coaches Federation, coaching is partnering with individuals in a thought provoking and creative process that inspires them to maximize their personal and professional potential.

English (US)

10 Minutes

How to Avoid and Manage Conflict

As a manager, you need to manage unhealthy conflict between employees, because it can create a stressful and unproductive work environment. Healthy conflict can lead to innovation and better decisions. 

English (US)

10 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