Customer Service 400
Lighten Up!
Do you realize that achieving success can be fun? Humor is an essential survival skill that results from an open attitude and not taking yourself too seriously. Lighten Up can help you look at adversity in a new light. National humorist, C. W. Metcalf, shares humor tips for surviving in the '90's through his personal stories, Humaerobic exercises, and humor tools. He discusses his philosophies on competition, bringing play to the workplace, and the benefits of developing, nourishing, and sustaining a sense of humor. You will learn how to: Take yourself lightly and your job seriously; Stay light physically and mentally; Realize business is not a battlefield; and Use Humaerobics to deal with adversity.
Faculty: C.W. Metcalf
Length: 37:48
Course Highlights:
• Lighten Up!
• Humor
• Humaaerobics
• Develop a Positive Paranoia
• Work To Death
• Draw The Line
Customers For Life
A direct sale on a commercial customer today costs more than $400 in terms of time, travel, advertising, generating leads and expenditures. Acquiring a customer at this cost, can put a company out of business unless that customer buys again and again. The very best salespeople, and the very best companies, implement strategies to acquire customers and keep them for life. Your goal must be to develop long-term customer relationships, and then to hold on to them in the face of ever more aggressive competition. When you install a customer acquisition and retention strategy, you do more to build and maintain long-term customer relationships than ever before. This course will teach you how to get "customers for life."
Faculty: Brian Tracy
Length: 26:42
Course Highlights:
• Customers and You
• Customer Retention
• Major Sales Influence
• Measure of Your Success
• Reasons for Customer Defection
The EPOD Theory
In this course, Dave Yoho motivates you with his "EPOD Theory". This course will give you the insight to excel in a professional or personal playing field. Dave discusses energy levels, persuasiveness, optimism, and discipline.
Faculty: Dave Yoho
Length: 22:55
Course Highlights:
• The EPOD Theory
• Persuasion
• Optimism
• Discipline
Platinum Rule - Relationship Strategies
Sometimes you encounter nice enough people, but you just don't hit it off. As a result, the chance for a business deal, partnership, or maybe even a friend is lost and shrugged off as just one of those things. The Platinum Rule will identify the four basic types of personalities: Directors, Socializers, Thinkers and Relators. This video will teach you the most effective ways to deal with each personality type and have better relationships with your customers, friends, and family.
Faculty: Tony Alessandra
Length: 35:54
Course Highlights:
• Guarded vs. Open
• Direct vs. Indirect
• Four Personality Styles
Effective Decision-Making
If you improve your decision-making skills, you will improve your life. Decision-making is a key skill of success. In this course, you will learn to develop a systematic approach to defining and solving problems. Good decision-making requires a positive, clear plan of action.
Faculty: Brian Tracy
Length: 26:30
Course Highlights:
• Problem Anticipation
• Define the Situation & Outcomes
• Develop Alternative Solutions & Outcomes
• Responsibility, Deadlines, Expectations, Measurement
Resolving Conflicts With Ease
This course is designed to outline the successful elements of dealing with difficult people and situations of all types, whether they are customers or colleagues and to focus on eliminating barriers. They include: complainers, irate, unreasonable and irresponsible people, hostiles, and the passive aggressives who may either give too little or give too much information. This course will not only assist participants in moving through difficult situations, but do so with more ease, power, and strength so that employees feel confident in the process. Participants will learn: Guiding principles to deal with difficult people; Types of difficult people, and Modes of behavior.
Faculty: Sandra Crowe
Length: 56:04
Course Highlights:
• Principles on Dealing With Difficult People
• Three Types of Difficult People
• Three Modes of Behavior
• Question and Answer Session
Fast Tracking Your Career
The smartest and most productive thing a person can do is take full control of his or her career path, by projecting forward several years, and then developing the knowledge and skills that he or she will need in the future. What you will learn: Your most valuable asset; The best investment of your time and money; The new paradigm in education; Why the future belongs to the competent; Knowledge and skills are the key to the future; and How to become a master of change rather than a victim of change.
Faculty: Brian Tracy
Length: 24:09
Course Highlights:
• Earning Ability
• Top 10%
• You Are Self-Employed
• Knowledge and Skills
• Personal Excellence
Attitude: A Little Thing Makes A Big Difference
Having the right attitude doesn't always come naturally. But everyone knows that having a positive outlook is an underlying factor in your day-to-day living, especially in your job performances. As a result, people constantly devote themselves to positive attitude change. This video challenges individuals to improve life results by positively gaining control of thoughts and overall outlooks. With help from this presentation, you can take action against your own and other's worst enemy, a bad attitude.
Faculty: The LearnCom Group
Length: 24:30
Course Highlights:
• Attitudes
• Dealing With Other People's Difficult Attitudes
• Question & Answer Segment
Connecting Through Your Body Language
Building a positive attitude toward yourself and others starts with understanding your own attitudes and how they impel you to action. Attitudes develop a hierarchy and provide you with a purpose and direction in your life. In this course you will learn: how to use body language, listening, and building rapport.
Faculty: Susan Clarke
Length: 20:55
Course Highlights:
• Body Language
• Listening
• Building Rapport |