Service - Creating Moments of Magic
This course will show you how to deliver excellent service to outside customers and internal customers. The subjects covered include: The two types of customers; The purpose of a business; Moments of truth, misery, and magic; Five key relationship building skills; The danger of satisfied customers; Five expectations; and Complaining customers.
Faculty: Shep Hyken
Length: 34:54
Course Highlights:
• Five key skills
• Moments of truth, misery, and magic
• The purpose of a business
• The two types of customers
• The danger of satisfied customers
Be A Better Communicator
Communication determines eighty-five percent of your success - a skill that can be learned. Learn key principles of communication and how you can apply them to your personal and work life. What you will learn: The three elements of communication; The four basic personality styles; Three types of questions; Balance dialogue; Using unconditional positive regard; and Why listening builds trust.
Faculty: Brian Tracy
Length: 26:05
Course Highlights:
• Communication
• Personality Styles
• Questioning
• Conversational Balance
• Listening
Take Control Of Your Destiny
It is human nature that when things go wrong, you tend to look for someone or something to blame. This video will teach you how to take responsibility for your life and solve your own problems. Art Berg shares his touching story of becoming a quadriplegic after a serious car accident, and how he didn't let it slow him down. He inspires people to achieve their dreams and take control of their own destiny.
Faculty: Art Berg
Length: 1:01:34
Course Highlights:
• Take Control of Your Destiny
• Learning from Pain & Asking the Right Questions
• Don't Give Up On Your Goals
Customer Service - You're In Control
Basic customer service skills are important in every job. This course is a series of 18 short, dramatic vignettes. A situation depicting the wrong way to give customer service is followed by a stopping point. You may then restart and show the right way to handle the situation. Participants will learn to use the Six Steps to Customer Service Success and the Two-Step Method approach, dealing first with emotions, and then with the problem for satisfying angry customers' needs. What You'll Learn: Professionalism; How to improve telephone communication; Face-to-face communication basics; and How to understand the importance of body language and tone of voice.
Faculty: The LearnCom Group
Length: 21:12
Course Highlights:
• Building The Foundation
• Telephone Skills
• Face to Face Customer Service Skills
• The Difficult Customer
The Power Of Listening
Listening is the key personal development skill! Dr. Alessandra shows your employees how to tap into their communication power by mastering the art of "active" listening. When you finish this program, your employees will have every tool they'll ever need to effectively listen for and alert them to profitable opportunities. Through Dr. Alessandra's CARESS model, your employees will learn how to hear and retain twice as much information leading to increased trust, respect and cooperation. They'll make better, more informed decisions and solve problems faster and more effectively.
Faculty: Tony Alessandra
Length: 41:56
Course Highlights:
• Inneffective Listening
• Benefits of Listening
• Barriers to the Listening Process
• Listening Techniques
• Researching
• Exercising Emotional Control
• Sensing
• Structuring
Re-Thinking Service
You must learn how to get people to provide great service. This course shows you how to build a loyal customer base with employees who enjoy taking care of customers. You'll learn how to structure "role agreements" to increase productivity and motivation. You will see the importance of learning how to think about what you do, and of helping others develop productive thinking. You will learn how to structure your organization as a living organism rather than a hierarchy, and to differentiate between upserving and upselling. You will also learn the characteristics of good customers and how to cultivate them in all you serve.
Faculty: Jim Cathcart
Length: 20:17
Course Highlights:
• Re-Thinking Service
• Role Agreements
• Organizational Structures
• Upserving Versus Upselling
10 Skills For Better Telephone Communication
Your skills on the phone should be so professional, they go unnoticed. Skills done wrong are very noticeable, and though talking on the phone may be small in retrospect, there is a right way to handle caller's needs, and in a way that shows them they are important to your business. Sharing examples of correct telephone scenarios such as dealing with upset customers, placing callers on hold, using voice mail, and more, this video will show receivers what to do at every stage of the call - maximizing their most important link to outside customers ... the phone!
Faculty: The LearnCom Group
Length: 25:47
Course Highlights:
• Skills 1 - 5
• Skills 6 - 10
Juggling Priorities
It's easy for life to swing out of balance and for you to lose focus of your real priorities. But you can learn to control much of the havoc and work closer toward your own definition of success. Set your sights on building for the future. If the life you lead now is pulling you in all directions, it's time for you to really look at your daily activities. Everything you do either leads you closer to or pulls you away from success. This video will teach you to successfully balance your health, family, career and other life events that compete for your time and energy. You'll learn prioritization rituals, and the steps for establishing a five-year vision that will set you on course to the life you want.
Faculty: The LearnCom Group
Length: 26:17
Course Highlights:
• Managing to Make the Right Moves
• Categorizing Priorities
Your Attitude is Showing
Building a positive attitude toward yourself and others starts with understanding your own attitudes and how they impel you into action. Attitudes develop a hierarchy and provide you with a purpose and direction in your life. In this course you will learn: the definition of attitude and how your attitude affects others.
Faculty: Susan Clarke
Length: 23:06
Course Highlights:
• Personal Interests, Attitudes and Values |