67389 Courses

Arguments are used to persuade and contain a claim and conclusion and explanations are used to increase understanding by finding the best reasoned answer through a learning process. Understand the four steps for optimal understanding and how to use questioning to increase your level of understanding. Discover the power of reflection as it will help you to make the correct decisions. Learning Objectives Explain the difference between arguments and explanations, Apply four steps to optimal understanding Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the three components of curiosity and how to use them in your situation. Avoid pitfalls that cloud our ability to interpret messages accurately. Discover how to increase your ability to interpret messages accurately and how to develop curiosity. Learning Objectives Implement three components of curiosity, Interpret intended messages correctly, Control mental filters Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE™ steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F's. Learning Objectives Summarize a formula for improving customer satisfaction, Identify the 6 F's for exceeding customer expectations, Describe how to manage expectations through communication standards Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Negotiation is a strategy for resolving differences. Discover what is required to collaborate, create win-win outcomes and when you should compromise. Understand the five levels of negotiations and how you can best be prepared for any negotiation. How can you use a variety of strategies to advance the conversation and follow the seven steps of effective negotiation? Learning Objectives Identify opportunities for negotiation, Explain the qualities of win-win negotiations, Prepare for a negotiation, Employ five negotiation strategies Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The single greatest motivator at work is recognition for a job well done. We will show you the difference between intrinsic and extrinsic rewards. Discover the benefits of employee recognition and ways to establish a peer-to-peer recognition culture. Rewards are generally a tangible prize and can help motivate the team to achieve your goals. Learning Objectives Describe the single greatest work motivator for high-performance, Identify the difference between rewards and recognition, Create a peer-to-peer recognition culture, Apply guidelines for rewards and recognition Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Respect is a feeling of admiration or positive regard for someone or something. Respect isn't just tolerating others. Understand why respect is much easier to lose than it is to gain and why it is important to ten ways to show every customer the same courtesy, no matter how difficult he or she may be behaving. Learning Objectives Applying correct service attitude in a customer service facing role mirror the company culture. In this course, your employees will learn how to handle this in best way. Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Confidence is a situational expectation of positive outcomes while developing strengths and managing weaknesses. We will help you to identify your strengths and four ways to develop them. Manage your weaknesses to get the job done right. Learning Objectives Describe how confidence builds rapport, Identify your strengths, Implement four ways to develop your strengths confidence Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Compliments are verbal or written expressions of admiration, praise, recognition, honor, congratulations, affection, or encouragement. An empowered compliment is an expression of appreciation that can cultivate confidence and creative contributions for both the sender and receiver. Benefit from our steps to deliver an empowered compliment. We will also show you the importance of acknowledging a compliment when one is offered. Learning Objectives Explain the benefits of compliments, Effectively receive a compliment, Write an empowered Thank You note Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Discover the four reasons you should have a meeting and how you decide who should attend. Without the correct attendees you are wasting your time and theirs. Understand how to run an effective meeting and why it is important to balance structure with content and interaction. Apply our do's and don'ts and implement time-saving tips to run productive meetings in half the time. Learning Objectives Apply the four reasons for holding a meeting, Identify who should attend, Prepare an effective agenda, Implement time-saving tips for getting results in half the time Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams