CRM: An Introduction to Customer Relationship Management Online Bundle, 5 Certificate Courses
Learn About Customer Relationship
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US$199
Save US$1146 (85%)OFF RRP US$1345
Get CRM: An Introduction to Customer Relationship Management, Customer Service Training - Managing Customer Service, Customer Service Training: Critical Elements of Customer Service, Selling Smarter, and Building Relationships for Success in Sales in this Bundle
1. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship
Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?
This course will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.
2. Customer Service Training - Managing Customer Service: Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
3. Customer Service Training: Critical Elements of Customer Service: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
4. Selling Smarter: Explore Ways To Increase Your Average Sale
The sales industry keeps evolving, and that means you need to keep growing too! Today’s successful salespeople focus on personal efficiency, delivering more to existing customers, and customer-focused selling. You can learn these skills with this course.
In this course, you will learn why consultative and customer-focused selling are so important. You’ll also learn about the sales cycle, setting goals, ways to increase your average sale, and where to find new clients.
5. Building Relationships for Success in Sales: Learn How to Create Strong Client Relationship
More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.
This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.
Receive Lifetime Access to CourseMaterials, so you can review at any time.
Join one of our customer service training courses today!
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review at any time.
CRM: An Introduction to Customer Relationship Management Online 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Certificate In CRM: An Introduction to Customer Relationship Management Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 2 - Certificate In Customer Service Training - Managing Customer Service Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Assignment Article, Part One
- Pre-Assignment Article, Part Two
- Pre-Assignment Article, Part Three
- Making Connections
Session 2: Six Critical Elements
- Element One: A Customer Service Focus
- Making Connections
- Element Two: Defined in Your Organization
- Making Connections
- Element Three: Given Life by the Employees
- Self-Assessment
- Element Four: Problem Solving
- Define the Problem
- Research and Analyze the Problem
- Establish a Criteria List
- List Possible Alternatives
- Evaluate Each Alternative
- Select the Best Alternative(s)
- Making Connections
- Making Connections
- Element Five: Measure It
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Brainstorming
- Benchmarking
- Fish Bone (Cause and Effect, or Root Cause)
- Element Six: Reinforce It
- Additional Rewards
- Developing and Maintaining Relationships
- Phrases for Customer Service Success
- Measurement in Practice
Session 3: Understanding Leadership
- About Leadership
- Director’s Style
- Coach’s Style
- Supporter’s Style
- Delegator’s Style
- Understanding Your Comfort Zone
- Our Comfort Level
- The Cyclical Process
- Managing Performance
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- The First Day
- Your Role as a Leader
Session 4: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Challenge the Process
- Making Connections
- Inspire a Shared Vision
- Enable Others To Act
- Making Connections
- Modeling and Heart
- Making Connections
- Practices in Practice
- Pre-Assignment Review
Session 5: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Certificate In Customer Service Training: Critical Elements of Customer Service Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Certificate In Selling Smarter Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment: Questions 1 to 3
- Pre-Assignment: Questions 4 to 6
Session 2: Selling Skills
- Essential Skills
- Identifying the Skills for Success
- Consultative Selling
- Customer Focused Selling
- Focusing on the Customer
Session 3: The Sales Cycle
- The Sales Cycle
- Initiate
- Initiating the Sales Cycle
- Cold Calling
- Finding Clients
- Reverse Networking
- Using Reverse Networking
- Build
- Building Relationships
- Manage
- Optimize
- Finding Comfort
Session 4: Framing Success
- The Power of Your Mind
- Exploring Your Mind
- Optimism
- Professionalism
- Being Professional
Session 5: Setting Goals with SPIRIT!
- Setting Good Goals
- Creating SPIRIT Goals
Session 6: The Path to Efficiency
- The Path to Efficiency
- How You Manage Time
- Strategies for Staying Organized
- Using the Time Management Strategies
Session 7: Customer Service
- Customer Service
- Reasons for Buying
- Client Wants and Needs
- Wants and Needs
- Client Requests and Impressions
- Improving Your Customer Service
Session 8: Selling More
- Enhancing Your Sales: Up-Selling
- Enhancing Your Sales: Cross-Selling
- Enhancing Your Sales: Value-Added Selling
- Our Values
- Perceived Value
- Facts and Myths
- Phases of the Value-Added Sale
- Adding Value
Session 9: Ten Major Mistakes
- Ten Mistakes
- Ten Solutions – Mistakes 1 and 2
- Ten Solutions – Mistakes 3 and 4
- Ten Solutions – Mistakes 5 and 6
- Ten Solutions – Mistakes 7 and 8
- Ten Solutions – Mistakes 9 and 10
- Our Solutions
Session 10: Finding New Clients
- Finding New Clients
- Looking for Clients
- Networking
- Roadblocks and Remedies
- Our Roadblocks and Remedies
- Successful Networking
Session 11: Selling Price
- Selling Price
- Selling Price Pros and Cons
- Using the Pros and Cons
- How Should You Approach Your Customers?
Session 12: Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Certificate In Building Relationships for Success in Sales Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Managing the Mingling
- Understanding Networking
- Tips for Remembering Names
Session 9: The Handshake
- The Handshake
- Improving Your Handshake
- Tips for Success
- Business Card Etiquette
Session 10: Small Talk
- Small Talk
- Making Small Talk
- Starting Conversations
- Small Talk Tips
- Exit Lines
- Creating Exit Lines
Session 11: Networking
- Organizing Your Network
- Networking Tips
- Wise Words
- Revisiting the Pre-Assignment
- John and Jane
- Questions for Reflection
- Our Thoughts
Session 12: Personal Development
- Personal Action Plan
- Achieving My Goals
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
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About this Course |
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Get CRM: An Introduction to Customer Relationship Management, Customer Service Training - Managing Customer Service, Customer Service Training: Critical Elements of Customer Service, Selling Smarter, and Building Relationships for Success in Sales in this Bundle
1. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship
Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?
This course will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.
2. Customer Service Training - Managing Customer Service: Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
3. Customer Service Training: Critical Elements of Customer Service: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
4. Selling Smarter: Explore Ways To Increase Your Average Sale
The sales industry keeps evolving, and that means you need to keep growing too! Today’s successful salespeople focus on personal efficiency, delivering more to existing customers, and customer-focused selling. You can learn these skills with this course.
In this course, you will learn why consultative and customer-focused selling are so important. You’ll also learn about the sales cycle, setting goals, ways to increase your average sale, and where to find new clients.
5. Building Relationships for Success in Sales: Learn How to Create Strong Client Relationship
More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.
This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.
Receive Lifetime Access to CourseMaterials, so you can review at any time.
Join one of our customer service training courses today!
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review at any time.
CRM: An Introduction to Customer Relationship Management Online 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Certificate In CRM: An Introduction to Customer Relationship Management Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 2 - Certificate In Customer Service Training - Managing Customer Service Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Assignment Article, Part One
- Pre-Assignment Article, Part Two
- Pre-Assignment Article, Part Three
- Making Connections
Session 2: Six Critical Elements
- Element One: A Customer Service Focus
- Making Connections
- Element Two: Defined in Your Organization
- Making Connections
- Element Three: Given Life by the Employees
- Self-Assessment
- Element Four: Problem Solving
- Define the Problem
- Research and Analyze the Problem
- Establish a Criteria List
- List Possible Alternatives
- Evaluate Each Alternative
- Select the Best Alternative(s)
- Making Connections
- Making Connections
- Element Five: Measure It
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Brainstorming
- Benchmarking
- Fish Bone (Cause and Effect, or Root Cause)
- Element Six: Reinforce It
- Additional Rewards
- Developing and Maintaining Relationships
- Phrases for Customer Service Success
- Measurement in Practice
Session 3: Understanding Leadership
- About Leadership
- Director’s Style
- Coach’s Style
- Supporter’s Style
- Delegator’s Style
- Understanding Your Comfort Zone
- Our Comfort Level
- The Cyclical Process
- Managing Performance
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- The First Day
- Your Role as a Leader
Session 4: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Challenge the Process
- Making Connections
- Inspire a Shared Vision
- Enable Others To Act
- Making Connections
- Modeling and Heart
- Making Connections
- Practices in Practice
- Pre-Assignment Review
Session 5: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Certificate In Customer Service Training: Critical Elements of Customer Service Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Certificate In Selling Smarter Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment: Questions 1 to 3
- Pre-Assignment: Questions 4 to 6
Session 2: Selling Skills
- Essential Skills
- Identifying the Skills for Success
- Consultative Selling
- Customer Focused Selling
- Focusing on the Customer
Session 3: The Sales Cycle
- The Sales Cycle
- Initiate
- Initiating the Sales Cycle
- Cold Calling
- Finding Clients
- Reverse Networking
- Using Reverse Networking
- Build
- Building Relationships
- Manage
- Optimize
- Finding Comfort
Session 4: Framing Success
- The Power of Your Mind
- Exploring Your Mind
- Optimism
- Professionalism
- Being Professional
Session 5: Setting Goals with SPIRIT!
- Setting Good Goals
- Creating SPIRIT Goals
Session 6: The Path to Efficiency
- The Path to Efficiency
- How You Manage Time
- Strategies for Staying Organized
- Using the Time Management Strategies
Session 7: Customer Service
- Customer Service
- Reasons for Buying
- Client Wants and Needs
- Wants and Needs
- Client Requests and Impressions
- Improving Your Customer Service
Session 8: Selling More
- Enhancing Your Sales: Up-Selling
- Enhancing Your Sales: Cross-Selling
- Enhancing Your Sales: Value-Added Selling
- Our Values
- Perceived Value
- Facts and Myths
- Phases of the Value-Added Sale
- Adding Value
Session 9: Ten Major Mistakes
- Ten Mistakes
- Ten Solutions – Mistakes 1 and 2
- Ten Solutions – Mistakes 3 and 4
- Ten Solutions – Mistakes 5 and 6
- Ten Solutions – Mistakes 7 and 8
- Ten Solutions – Mistakes 9 and 10
- Our Solutions
Session 10: Finding New Clients
- Finding New Clients
- Looking for Clients
- Networking
- Roadblocks and Remedies
- Our Roadblocks and Remedies
- Successful Networking
Session 11: Selling Price
- Selling Price
- Selling Price Pros and Cons
- Using the Pros and Cons
- How Should You Approach Your Customers?
Session 12: Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Certificate In Building Relationships for Success in Sales Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Managing the Mingling
- Understanding Networking
- Tips for Remembering Names
Session 9: The Handshake
- The Handshake
- Improving Your Handshake
- Tips for Success
- Business Card Etiquette
Session 10: Small Talk
- Small Talk
- Making Small Talk
- Starting Conversations
- Small Talk Tips
- Exit Lines
- Creating Exit Lines
Session 11: Networking
- Organizing Your Network
- Networking Tips
- Wise Words
- Revisiting the Pre-Assignment
- John and Jane
- Questions for Reflection
- Our Thoughts
Session 12: Personal Development
- Personal Action Plan
- Achieving My Goals
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
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| 4 star | 19% | |
| 3 star | 17% | |
| 2 star | 7% | |
| 1 star | 1% |
Nivin Youkhana
8 October 2021 06:05:38 PM
Love this course
Nivin Youkhana
6 October 2021 10:32:06 PM
Good Course Love it.
Jacey Smithson
13 April 2021 08:46:45 AM
The greatest ever.
Alicia Brown
13 April 2021 08:16:02 AM
This Course is laid out perfect! I love Courses For Success they have helped me in my career growth and will continue to do so in the future!
Benjamin Russell
23 March 2021 02:02:27 PM
Great course - learned lots
Donna Christine R. Ramos
11 February 2021 05:13:33 PM
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Corioland Antoinette Augustin
24 December 2020 05:11:23 AM
This course learned me a lot of things
Corioland Antoinette Augustin
24 December 2020 05:04:05 AM
This course learned me a lot of things
Corioland Antoinette Augustin
24 December 2020 04:44:25 AM
This course learned me a lot of things
Corioland Antoinette Augustin
23 December 2020 01:53:14 PM
This course learned me a lot of things.
Corioland Antoinette Augustin
23 December 2020 01:46:28 PM
This course laerned me a lot of things.
Corioland Antoinette Augustin
23 December 2020 01:41:57 PM
this course learned me a lot of things.
Corioland Antoinette Augustin
4 December 2020 04:53:20 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:52:22 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:43:43 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:42:52 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:28:50 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:26:36 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:25:32 AM
this course learned me a lot of things
Corioland Antoinette Augustin
4 December 2020 04:23:04 AM
this course learned me a lot of things
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Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.
Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.
Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.
The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews
No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.
No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.
This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.
Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.
Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).
There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.
Individual courses are designed to be completed within 6-8 hours.
If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:
- 2 course bundle is 2 x 6-8 hours = 12-16 hours
- 3 course bundle is 3 x 6-8 hours = 18-24 hours
- 5 course bundle is 5 x 6-8 hours = 30-40 hours
- 10 course bundle is 10 x 6-8 hours = 60-80 hours
All the required material for your course is included in the online system, you do not need to buy anything else.
Yes, all our courses are interactive.
Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.
You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.
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The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
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Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.
No, it is not equivalent to a college or university credit.
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.
The Certificates are valid for life and do not need renewing.
Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.
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Course Summary
| Course ID: | CFS03CRMAI5CB |
|---|---|
| Delivery Mode: |
Online |
| Access: | Unlimited lifetime |
| Time: | Study at your own pace |
| Duration: | 30-48 Hours for total bundle |
| Assessments: | Yes |
| Qualification: | Certificate |
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