Customer Service 300
Customer Driven Service
In this video, Tony Alessandra will show you how to consistently create moments of magic by identifying and exceeding expectations and building long-term customer relationships. You'll also learn to avoid moments of misery and to identify the two types of mentalities.
Faculty: Tony Alessandra
Length: 49:15
Course Highlights:
• Moments of Magic and Moments of Misery
• Operations Driven vs. Customer Driven
• Communication and Recovery
• Listening to Your Customers
Time Management Skills
Time is the one indispensable, irreplaceable resource of accomplishment. We all have an equal amount of time. It has been said that the truly successful in our society are separated from others because they have elected to use their time differently. Time- management is really life-management. The pay-off for becoming an excellent time-manager is high. One of the most important rules for success is simply to "form good habits and make them your masters." By the end of this course, you will learn: The importance of planning; Seven time-wasters to eliminate; How to be pro-active; and Seven keys to increased productivity.
Faculty: Brian Tracy
Length: 20:04
Course Highlights:
• Clear Goals & Objectives
• Seven Time-Wasters to Eliminate
• Think Before Acting - Be Pro-Active
• Concentration & Single Handling
• Seven Keys to Increasing Productivity
Upside-Down Selling
Most sales professionals spend most of their time doing the least profitable task! Upside-Down Selling maximizes your sales profit by re-kindling fading customer relationships. You'll learn strikingly simple Phone Power techniques that enhance the returns you gain from current customer relationships. When it comes to Selling, Customer Service, and Complaint Resolution, you'll find the upside-down approach in this program delivers solid, profitable, long-term relationships.
Faculty: George Walther
Length: 47:01
Course Highlights:
• Upside-Down Selling
• First Impressions
• The Perfect Customer
• Consult, Personalize, Recommend (CPR)
• Keeping Customers
• Correcting Problems With Your Customers
Managing Priorities In Constantly Changing Times
Managing priorities in the midst of change is today's challenge. Success, today, requires a mastery of the new ABC's - Accountability, Balance, and Control. In this program, you will learn how to sort out conflicting priorities and plan for unexpected response situations. Discover the five strategies that will help you integrate long-term, important tasks into your daily routine.
Faculty: Odette Pollar
Length: 22:58
Course Highlights:
• ABC's for Today
• Five Strategies for Task Management
Success Is A Journey
Life is full of obstacles that you must overcome. Brian Tracy discusses his crossing of the Sahara desert, and relates the experience to the journey of life. Brian will discuss the "Seven Rules to Success" that will help lead you to success and achievement.
Faculty: Brian Tracy
Length: 31:30
Course Highlights:
• The Seven Rules to Success
Service Excellence
No matter what you do in your company or organization, your job title is "Problem-Solver" and your job function is "Customer Satisfaction." Your customer is anyone you depend upon for your continued success and security in your job. The very best people and the best companies have an "obsession" with customer service. The customer is the most important single person in their thinking. Everything they do is organized to satisfy their customers better in some way. You will learn: Four Levels of Customer Service; Moments of Truth; The Customer Service Strategy; and How To Deal With Customer Complaints.
Faculty: Brian Tracy
Length: 27:04
Course Highlights:
• Four Levels of Customer Service
• Four Levels of Products and Services
• Moments of Truth
• Customer Service Strategy
• Customer Complaints
Effective Communication - It's Your Responsibility
How many times have you thought you had successfully communicated important information to another party, only to find out later, your message was never fully received. This video takes a look at the individual responsibility we all have in making communication in our careers, and in our relationships outside work, successful. Six responsibilities will be pinpointed that you must undertake to perfect the art of "two-way street" listening and for becoming an integral part of the communication process, not just a sounding board.
Faculty: The LearnCom Group
Length: 31:10
Course Highlights:
• Your Role as the Sender
• Your Role as the Receiver
Serving Your Customers With A Can-Do Attitude
Instill a power combination of positive outstanding attitude and excellent customer service within your employees. The one distinguishing factor between you and your competition is the way your customers are treated, and the way your customers are treated is directly related to the attitudes and actions of your employees. Expert attitude coach, Michele Matt Yanna, will teach all the tips and techniques your employees need for delivering customer service with the kind of can-do attitude that keeps customers coming back. Employees will learn who their customers are, why their customers need them, and what customers believe about customer service people.
Faculty: The LearnCom Group
Length: 28:49
Course Highlights:
• Customers and Attitudes
• Can-Do Techniques and Difficult Customers
• Review and Question & Answer Session
Connecting Through Behavioral Styles
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: the golden rule, the platinum rule, and the DISC method of defining your behavioral style.
Faculty: Susan Clarke
Length: 22:46
Course Highlights:
• The Golden Rule
• The Platinum Rule
• DISC |