64868 Courses

Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example. Learning Objectives Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Sales force automation is an information system used to integrate and manage all sales, service, and marketing functions. Understand the key functions and benefits to sales and service providers. We will show you how to overcome complaints of time consumption and the benefits to managers and marketing. Learning Objectives Describe sales force automation, Summarize the benefits to sales, service, marketing, and management Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understanding and connection through compassionate and empathetic communication is critical. This entails actively listening, acknowledging emotions, and expressing care and concern in interpersonal interactions. By prioritizing empathy in communication, individuals can create a supportive and inclusive environment where everyone feels heard, valued, and understood. The goal is to cultivate empathy as a core communication skill, leading to more meaningful connections, improved collaboration, and enhanced overall well-being within interpersonal and professional relationships. Learning Objectives The following are some of the key outcomes in this course: Understand how empathy fuels successful conversations Understand how to communicate with empathy, and we list three statements to avoid when offering support What is an empathy roadblock, and list some of the most common ones Learn about four solutions for overcoming these roadblocks Target Audience Young Professionals

Effectively managing high performers and supervisors is a critical element of performance management in any organization. High performers often have unique needs and expectations, and managers play a pivotal role in harnessing their potential while ensuring their continued motivation and growth. Participants will learn how to recognize, reward, and develop top talent, maintain engagement, and align high performers' goals with the organization's objectives. By enhancing their management skills, participants can maximize the contributions of high performers, ultimately driving organizational success. Learning Objectives The following are some of the key outcomes in this course: Recognize the unique characteristics and needs of high-performing employees, including their susceptibility to burnout and boredom Learn how to effectively leverage the skills and strengths of high achievers Recognize the need for a different leadership style when managing managers Develop strategic thinking skills to focus on the big picture and align different teams Understand the role of managers in ensuring performance alignment within their teams and how to support them Target Audience Managers, Team Leaders, Young Professionals

Buyer's remorse is emotional regret after a purchase. Buyer's remorse is a natural human reaction emerging from a sense of caution and doubt over a decision. Understand the causes of buyer's remorse and how you could be in control to prevent buyer's remorse. Learning Objectives Explain the causes of buyer's remorse, Prevent buyer's remorse, Describe how to avoid seller's remorse Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

CRM is a software or internet-based approach to managing customer contacts and relevant data. Five must-have CRM features include sales management tools, marketing automation, customer support, data tracking and integration and analytics. Discover how to ensure that your CRM will not fail with employees. Understand and the correct CRM required for your requirements. Learning Objectives Explain the importance of managing customer contacts in a CRM, Implement five must-have features 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, Apply suggestions to manage product and process expectations, 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

Starting a project can be an intimidating prospect. Understand why it is important know the difference between a project and an assignment or program. We will help you to understand key definitions used in Project Management and the responsibilities and attributes of effective project managers. You will discover the four phases of project management that is vital to the success of any project. Learning Objectives Implement suggestions for successful project delivery, Apply the four phases of project management , Describe the responsibilities of a project manager, Assess outcome and how to negotiate for resources, Perform the project delivery and write final report 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

Implement areas that could use improvement, based on your service assessment. Courteous behavior determines how customers perceive the quality of your goods and services. Understand how to apply the customer care courtesy model that includes being right, ready, recommending solutions, and resolving problems. Discover how you can go beyond the basics of courtesy behaviors. Learning Objectives Complete a courtesy self-assessment, Explain the impact of courtesy on your bottom line, Implement a powerful Customer Care Courtesy Model Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams