About This Course
What you will learn - Learn Techniques to Ensure 100% Customer Satisfaction
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Get BIG Savings with our Ultimate Customer Service Online Bundle, 10 Certificate Courses
- Customer Service
- Handling a Difficult Customer
- Customer Support
- CRM: An Introduction to Customer Relationship Management
- Communication Strategies
- Interpersonal Skills
- Managing Customer Service
- Telephone Etiquette
- Call Center Training: Sales and Customer Service Training for Call Center Agents
- Critical Thinking
1. Customer Service: Learn Techniques to Ensure 100% Customer Satisfaction
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their paychecks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
By the end of this Customer Service Online Short Course, you will be able to:
- What Customer Service is
- How your attitude affects customers.
- How to identify and address the needs of your customers.
- How using excellent customer service can generate return business.
- How to build good will.
- How to provide customer service over the phone.
- How online tools can aid customer service.
- How to deal with difficult customers.
2. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations
Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.
This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.
By the end of this Handling a Difficult Customer Online Short Course, you will be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
3. Customer Support: Provide Excellent Service That Will Have Customers Coming Back
Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.
With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
After you complete this Customer Support course, you will be able to:
- Define customer support
- Know the different venues for customer support
- Recognize challenges of customer support
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive in customer support
4. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship
Give your business that winning edge! Learn how to understand your customers better and be more responsive to their needs with our Customer Relationship Management Online Course. Taking our course will keep you up to date with the latest in CRM practices and improve your business's profitability.
Our Customer Relationship Management Online Course will discuss why your business needs CRM, CRM's benefits, and how to implement a successful CRM strategy. Get customers genuinely happy when paying for your products and services. Customers love businesses that treat them the way they want to be treated and are actually prepared to pay more for this experience.
Join our Customer Relationship Management Online Course today and get answers to frequently asked questions. 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?
At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our Customer Relationship Management Online Course, you will be equipped with the right skill-set to ensure you stand out from the competition!
What you will learn with our Customer Relationship Management Online Course
- CRM Overview
- What is Crisis Management?
- Training Leaders and Staff
- Conducting the Crisis Audit
- Performing a Risk Level Analysis
- Developing a Response Process
- Consulting with the Experts
- Incident Management Techniques
- Working Through the Issues
- Establishing an Emergency Operations Center
- Building Business Continuity and Recovery
- Walliallia
- Recovering and Moving On
5. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
This course will help you understand the different methods of communication and how to make the most of each of them.
By the end of this Communication Strategies Online Course, you will be able to:
- Understand what communication is
- Understand the different ways communication takes place
- Overcome communication blockages
- Make the most of non-verbal and paraverbal communication
- Understand and utilize the STAR method
- Listen actively and effectively
- Ask good questions
- Use appreciative inquiry as a communication tool
- Establish common ground with others
6. Interpersonal Skills: Learn Powerful Communication Skills!
We've all met that dynamic, charismatic person that just have a way with others, and has a way of being remembered. You will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name.
The Interpersonal Skills course will help you work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. You will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.
By the end of this Interpersonal Skills Online Short Course, you will be able to:
- Understand the difference between hearing and listening
- Know some ways to improve the verbal skills of asking questions and communicating with power
- Understand what non-verbal communication is and how it can enhance interpersonal relationships
- Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation
- Identifying ways of creating a powerful introduction, remembering names, and managing situations when you've forgotten someone's name
- Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people
- Understand how the use of facts and emotions can help bring people to your side
- Identify ways of sharing one's opinions constructively
- Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
- Learn tips in making an impact through powerful first impressions, situation assessment and being zealous without being offensive
7. 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.”
After you complete this Customer Service Training Course: Managing Customer Service course, you will be able to:
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
8. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
9. Call Center Training: Sales and Customer Service Training for Call Center Agents: Learn The Best Ways To Listen And Be Heard
Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive Call Center Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
The Call Center Online Training Course will help you understand why each phone interaction has elements of sales and customer service skills, which trainers will explore in detail throughout this energizing and practical workshop.
What you will learn with our Call Center Training
- The nuances of body language and verbal skills.
- Aspects of verbal communication such as tone, cadence, and pitch.
- Questioning and listening skills.
- How to deliver bad news and say ‘no’.
- Effective ways to negotiate.
- The importance of creating and delivering meaningful messages.
- Tools to facilitate their communication.
- The value of personalizing their interactions and developing relationships.
- Vocal techniques that will enhance their speech and communication ability.
- Personalized techniques for managing stress.
10. Critical Thinking: Analyze and Evaluate Information to Boost Your Performance
Critical Thinking provides you with the skills to analyze and evaluate information. With these skills you are able to obtain the greatest amount of knowledge from a piece of data. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur.
Our Critical Thinking course will lead you to be a more rational and disciplined thinker. It will reduce bias which will provide a greater understanding of the environment. This course will provide you with the skills to evaluate, identify, and distinguish between relevant and irrelevant information which will provide an incredible boost in performance.
By the end of this Critical Thinking Online Short Course, you will be able to:
- Understand the components of critical thinking
- Utilise non-linear thinking
- Use logical thinking
- Recognise what it means to be a critical thinker
- Evaluate information using critical thinking skills
- Identify the benefits of critical thinking
- Revise perspective, when necessary
- Comprehend problem solving abilities
Receive Lifetime Access to Course Materials, so you can review at any time.
Join one of our customer service certification programs 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.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
The Customer Service 10 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Certificate In Customer Service Online Course
Section One: Getting Started
- Objectives
Section Two: Who & What We Do
- Customers
- Internal Customers
- External Customers
- Customer Service?
Section Three: Attitude is a little thing
- Appearance
- Smile It’s Infectious
- Stay Awake
- Being Positive
Section Four: Customer Needs
- See things from a client's perspective
- Thinking Outside the Box
- Meeting Their Needs
- Going the Extra Mile
Section Five: Get Them to Come Back
- Following Up
- Dealing with Complaints
- Turn it Back in your Direction
Section Six: Face to Face Customer Service
- All from the comfort of your desk
- Using Body Language
Section Seven: Telephone Customer Service
- The Advantages and Disadvantages
- Telephone Etiquette
- Tips and Tricks for Providing Customer Service over the Phone
Section Eight: Electronic Customer Service
- The Advantages and Disadvantages
- Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Tips and Tricks
- Electronic Ping Pong
Section Nine: Rescuing Difficult Customers
- Defuse Anger
- Common Ground
- Know Your Limits
- Know Your Limits
- Emotions
Section Ten: Escalation
- Abusive Customers
- Sticks & Stones
- Physical Threats
Section Eleven: Impress Customers Every Time
- Ten Tips to Impress Your Customer
Section Twelve: It’s a Wrap
- Food for Thought
Course 2 - Certificate In Handling a Difficult Customer Online Course
Module One: Getting Started
Module Two: The Right Attitude Starts with You
- Be Grateful
- Make Gratitude a Habit
- Keep Your Body Healthy
- Invoke Inner Peace
Module Three: Stress Management (Internal Stressors)
- Irritability
- Unhappiness With Your Job
- Feeling Underappreciated
- Not Well Rested
Module Four: Stress Management (External Stressors)
- Manage Your Work Space
- Loud Work Environment
- Co-Worker Relations
- Demanding Supervisor
Module Five: Transactional Analysis
- What is Transactional Analysis
- Parent
- Child
- Adult
Module Six: Why are Some Customers Difficult
- They Have Truly Had a Bad Experience and Want to Vent
- Want Someone to be Held Accountable
- They Have Truly Had a Bad Experience and Want Resolution
- They are Generally Unhappy
Module Seven: Dealing with the Customer Over the Phone
- Listen to the Customer’s Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Your Customer
Module Eight: Dealing with the Customer In Person
- Listen to the Customer’s Concerns
- Build Rapport
- Respond with Positive Words and Body Language
- Aside from Words
Module Nine: Sensitivity in Dealing with Customers
- Customers who are Angry
- Customers who are Rude
- Customers with Different Cultural Values
- Customers who Cannot be Satisfied
Module Ten: Scenarios of Dealing with a Difficult Customer
- Angry Customer
- Rude Customer
- A Customer from Another Culture
- An Impossible to Please Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Issue
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Snail-Mail a Handwritten or Typed Letter
Module Twelve: Wrapping Up
Course 3 - Certificate In Customer Support Online Course
Module One: Getting Started
- Course Objectives
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Course 4 - 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 5 - Certificate In Communication Strategies Online Course
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 6 - Certificate In Interpersonal Skills Online Course
Module One - Getting Started
Module Two - Verbal Communication Skills
- Listening and hearing: they aren't the same thing
- Asking questions
- Communicating with power
Module Three - Non-Verbal Communication Skills
- Body language
- The signals you sent to others
- It's not what you say, it's how you say it
Module Four - Making Small Talk and Moving Beyond
- Starting a conversation
- The four levels of conversation
Module Five - Moving the Conversation Along
- Asking for examples
- Using repetition
- Using summary questions
- Asking for clarity and completeness
Module Six - Remembering Names
- Creating a powerful introduction
- Using Mnemonics
- Uh-oh... I've forgotten your name
Module Seven - Influencing Skills
- Seeing the other side
- Building a bridge
- Giving in without giving up
Module Eight - Bringing People to Your Side
- A dash of emotion
- Plenty of facts
- Bringing it all together
Module Nine - Sharing your Opinion
- Using I-messages
- Disagreeing constructively
- Building consensus
Module Ten - Negotiation Basics
- Preparation
- Opening
- Bargaining
- Closing
Module Eleven - Making an Impact
- Creating a powerful first impression
- Assessing a situation
- Being zealous without being offensive
Module Twelve - Wrapping Up
Course 7 - Certificate In 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 8 - Certificate In Telephone Etiquette Online Course
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
- Words from the Wise
Course 9 - Certificate In Call Center Training: Sales and Customer Service Training for Call Center Agents Online Course
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
- It’s Not What You Say; It’s How You Say It
- In the Absence of Body Language
Session Three: Verbal Communication Techniques
- Being Yourself and Sounding Your Best
- A Service Image
Session Four: Who are Your Customers?
- Define the Customer and Client
- About Relationships
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
- Listening Skills
- The Mission: To Listen
Session Seven: Asking the Right Questions
- Open Questions vs. Closed Questions
- Probing Techniques
Session Eight: Saying No
- When We Say “No”
- Delivering Bad News
Session Nine: Sales by Phone
- Benefits of Telemarketing
- Rapport Building
Session Ten: Taking Messages
- Pen in Hand
- Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
- The Cold Call
- The Warm Call
Session Fourteen: Developing a Script
- Scripting Techniques
- Sample Script
Session Fifteen: Perfecting the Script
- Making the Script Yours
- Using Cheat Sheets
Session Sixteen: Going Above and Beyond
- Fifteen Techniques for CCA Success
- Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
- The Changing Customer
- What the Customer Wants
Session Twenty-One: Negotiation Techniques
- Mastering Negotiation Skills
- Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
- Phases of Negotiation
- Negotiation Made Easier
Session Twenty-Three: High Impact Moments
- Make It Count
- Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
- Tips and Tricks
- Caller Behaviors
- Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
- Dealing with Problems
- Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
- Phone Tag
- Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
- Management Reports
- Pre-Assignment Review
- CCA Reports
Session Thirty: Wrapping Up
- It’s a Wrap – Just About!
- Debrief
Session Thirty-One: Close with Vocals
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 10 - Certificate In Critical Thinking Online Course
Module One - Getting Started
Module Two - Components of Critical Thinking
- Applying reason
- Open Mindedness
- Analysis
- Logic
Module Three - Non-Linear Thinking
- Step out of your comfort zone
- Don't jump to conclusions
- Expect and initiate change
- Being ready to adapt
Module Four - Logical Thinking
- Ask the right questions
- Organise the data
- Evaluate the information
- Draw conclusions
Module Five - Critical Thinker (Part 1)
- Active listening
- Be curious
- Be disciplined
- Be humble
Module Six - Critical Thinking (Part 2)
- Seeing the big picture
- Objectivity
- Using your emotions
- Being self-aware
Module Seven - Evaluate the Information
- Making assumptions
- Watch out for the bias
- Ask clarifying questions
- SWOT analysis
Module Eight - Benefits of Critical Thinking
- Being more persuasive
- Better communication
- Better problem solving
- Increased emotional intelligence
Module Nine - Changing your Perspective
- Limitations of your point of view
- Considering others viewpoint
- Influences on bias
- When new information arrives
Module Ten - Problem Solving
- Identify inconsistencies
- Trust your instincts
- Asking why?
- Evaluate the solution(s)
Module Eleven - Putting it all Together
- Retaining your new skills
- Reflect and learn from mistakes
- Always ask questions
- Practicing critical thinking
Module Twelve - Wrapping Up
Requirements
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 laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash 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
Requirements
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.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
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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.
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The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
Ultimate Customer Service Online Bundle, 10 Certificate Courses
The Most Comprehensive Customer Service Bundle
Bundle Up & Save - Learn More and Save More when you Upgrade to the Mega Bundle below & Save 98%
Course Summary
- Delivery: Online
- Access: Unlimited Lifetime
- Time: Study at your own pace
- Duration: 6 to 8 hours per course
- Assessments: Yes
- Qualification: Certificate
3 DAY SALE - ENDS MIDNIGHT TODAY
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About This Course
What you will learn - Learn Techniques to Ensure 100% Customer Satisfaction
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Get BIG Savings with our Ultimate Customer Service Online Bundle, 10 Certificate Courses
- Customer Service
- Handling a Difficult Customer
- Customer Support
- CRM: An Introduction to Customer Relationship Management
- Communication Strategies
- Interpersonal Skills
- Managing Customer Service
- Telephone Etiquette
- Call Center Training: Sales and Customer Service Training for Call Center Agents
- Critical Thinking
1. Customer Service: Learn Techniques to Ensure 100% Customer Satisfaction
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their paychecks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
By the end of this Customer Service Online Short Course, you will be able to:
- What Customer Service is
- How your attitude affects customers.
- How to identify and address the needs of your customers.
- How using excellent customer service can generate return business.
- How to build good will.
- How to provide customer service over the phone.
- How online tools can aid customer service.
- How to deal with difficult customers.
2. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations
Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.
This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.
By the end of this Handling a Difficult Customer Online Short Course, you will be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
3. Customer Support: Provide Excellent Service That Will Have Customers Coming Back
Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.
With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
After you complete this Customer Support course, you will be able to:
- Define customer support
- Know the different venues for customer support
- Recognize challenges of customer support
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive in customer support
4. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship
Give your business that winning edge! Learn how to understand your customers better and be more responsive to their needs with our Customer Relationship Management Online Course. Taking our course will keep you up to date with the latest in CRM practices and improve your business's profitability.
Our Customer Relationship Management Online Course will discuss why your business needs CRM, CRM's benefits, and how to implement a successful CRM strategy. Get customers genuinely happy when paying for your products and services. Customers love businesses that treat them the way they want to be treated and are actually prepared to pay more for this experience.
Join our Customer Relationship Management Online Course today and get answers to frequently asked questions. 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?
At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our Customer Relationship Management Online Course, you will be equipped with the right skill-set to ensure you stand out from the competition!
What you will learn with our Customer Relationship Management Online Course
- CRM Overview
- What is Crisis Management?
- Training Leaders and Staff
- Conducting the Crisis Audit
- Performing a Risk Level Analysis
- Developing a Response Process
- Consulting with the Experts
- Incident Management Techniques
- Working Through the Issues
- Establishing an Emergency Operations Center
- Building Business Continuity and Recovery
- Walliallia
- Recovering and Moving On
5. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
This course will help you understand the different methods of communication and how to make the most of each of them.
By the end of this Communication Strategies Online Course, you will be able to:
- Understand what communication is
- Understand the different ways communication takes place
- Overcome communication blockages
- Make the most of non-verbal and paraverbal communication
- Understand and utilize the STAR method
- Listen actively and effectively
- Ask good questions
- Use appreciative inquiry as a communication tool
- Establish common ground with others
6. Interpersonal Skills: Learn Powerful Communication Skills!
We've all met that dynamic, charismatic person that just have a way with others, and has a way of being remembered. You will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name.
The Interpersonal Skills course will help you work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. You will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.
By the end of this Interpersonal Skills Online Short Course, you will be able to:
- Understand the difference between hearing and listening
- Know some ways to improve the verbal skills of asking questions and communicating with power
- Understand what non-verbal communication is and how it can enhance interpersonal relationships
- Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation
- Identifying ways of creating a powerful introduction, remembering names, and managing situations when you've forgotten someone's name
- Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people
- Understand how the use of facts and emotions can help bring people to your side
- Identify ways of sharing one's opinions constructively
- Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
- Learn tips in making an impact through powerful first impressions, situation assessment and being zealous without being offensive
7. 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.”
After you complete this Customer Service Training Course: Managing Customer Service course, you will be able to:
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
8. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
9. Call Center Training: Sales and Customer Service Training for Call Center Agents: Learn The Best Ways To Listen And Be Heard
Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive Call Center Training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
The Call Center Online Training Course will help you understand why each phone interaction has elements of sales and customer service skills, which trainers will explore in detail throughout this energizing and practical workshop.
What you will learn with our Call Center Training
- The nuances of body language and verbal skills.
- Aspects of verbal communication such as tone, cadence, and pitch.
- Questioning and listening skills.
- How to deliver bad news and say ‘no’.
- Effective ways to negotiate.
- The importance of creating and delivering meaningful messages.
- Tools to facilitate their communication.
- The value of personalizing their interactions and developing relationships.
- Vocal techniques that will enhance their speech and communication ability.
- Personalized techniques for managing stress.
10. Critical Thinking: Analyze and Evaluate Information to Boost Your Performance
Critical Thinking provides you with the skills to analyze and evaluate information. With these skills you are able to obtain the greatest amount of knowledge from a piece of data. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur.
Our Critical Thinking course will lead you to be a more rational and disciplined thinker. It will reduce bias which will provide a greater understanding of the environment. This course will provide you with the skills to evaluate, identify, and distinguish between relevant and irrelevant information which will provide an incredible boost in performance.
By the end of this Critical Thinking Online Short Course, you will be able to:
- Understand the components of critical thinking
- Utilise non-linear thinking
- Use logical thinking
- Recognise what it means to be a critical thinker
- Evaluate information using critical thinking skills
- Identify the benefits of critical thinking
- Revise perspective, when necessary
- Comprehend problem solving abilities
Receive Lifetime Access to Course Materials, so you can review at any time.
Join one of our customer service certification programs 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
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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.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
The Customer Service 10 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Certificate In Customer Service Online Course
Section One: Getting Started
- Objectives
Section Two: Who & What We Do
- Customers
- Internal Customers
- External Customers
- Customer Service?
Section Three: Attitude is a little thing
- Appearance
- Smile It’s Infectious
- Stay Awake
- Being Positive
Section Four: Customer Needs
- See things from a client's perspective
- Thinking Outside the Box
- Meeting Their Needs
- Going the Extra Mile
Section Five: Get Them to Come Back
- Following Up
- Dealing with Complaints
- Turn it Back in your Direction
Section Six: Face to Face Customer Service
- All from the comfort of your desk
- Using Body Language
Section Seven: Telephone Customer Service
- The Advantages and Disadvantages
- Telephone Etiquette
- Tips and Tricks for Providing Customer Service over the Phone
Section Eight: Electronic Customer Service
- The Advantages and Disadvantages
- Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Tips and Tricks
- Electronic Ping Pong
Section Nine: Rescuing Difficult Customers
- Defuse Anger
- Common Ground
- Know Your Limits
- Know Your Limits
- Emotions
Section Ten: Escalation
- Abusive Customers
- Sticks & Stones
- Physical Threats
Section Eleven: Impress Customers Every Time
- Ten Tips to Impress Your Customer
Section Twelve: It’s a Wrap
- Food for Thought
Course 2 - Certificate In Handling a Difficult Customer Online Course
Module One: Getting Started
Module Two: The Right Attitude Starts with You
- Be Grateful
- Make Gratitude a Habit
- Keep Your Body Healthy
- Invoke Inner Peace
Module Three: Stress Management (Internal Stressors)
- Irritability
- Unhappiness With Your Job
- Feeling Underappreciated
- Not Well Rested
Module Four: Stress Management (External Stressors)
- Manage Your Work Space
- Loud Work Environment
- Co-Worker Relations
- Demanding Supervisor
Module Five: Transactional Analysis
- What is Transactional Analysis
- Parent
- Child
- Adult
Module Six: Why are Some Customers Difficult
- They Have Truly Had a Bad Experience and Want to Vent
- Want Someone to be Held Accountable
- They Have Truly Had a Bad Experience and Want Resolution
- They are Generally Unhappy
Module Seven: Dealing with the Customer Over the Phone
- Listen to the Customer’s Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Your Customer
Module Eight: Dealing with the Customer In Person
- Listen to the Customer’s Concerns
- Build Rapport
- Respond with Positive Words and Body Language
- Aside from Words
Module Nine: Sensitivity in Dealing with Customers
- Customers who are Angry
- Customers who are Rude
- Customers with Different Cultural Values
- Customers who Cannot be Satisfied
Module Ten: Scenarios of Dealing with a Difficult Customer
- Angry Customer
- Rude Customer
- A Customer from Another Culture
- An Impossible to Please Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Issue
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Snail-Mail a Handwritten or Typed Letter
Module Twelve: Wrapping Up
Course 3 - Certificate In Customer Support Online Course
Module One: Getting Started
- Course Objectives
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Course 4 - 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 5 - Certificate In Communication Strategies Online Course
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 6 - Certificate In Interpersonal Skills Online Course
Module One - Getting Started
Module Two - Verbal Communication Skills
- Listening and hearing: they aren't the same thing
- Asking questions
- Communicating with power
Module Three - Non-Verbal Communication Skills
- Body language
- The signals you sent to others
- It's not what you say, it's how you say it
Module Four - Making Small Talk and Moving Beyond
- Starting a conversation
- The four levels of conversation
Module Five - Moving the Conversation Along
- Asking for examples
- Using repetition
- Using summary questions
- Asking for clarity and completeness
Module Six - Remembering Names
- Creating a powerful introduction
- Using Mnemonics
- Uh-oh... I've forgotten your name
Module Seven - Influencing Skills
- Seeing the other side
- Building a bridge
- Giving in without giving up
Module Eight - Bringing People to Your Side
- A dash of emotion
- Plenty of facts
- Bringing it all together
Module Nine - Sharing your Opinion
- Using I-messages
- Disagreeing constructively
- Building consensus
Module Ten - Negotiation Basics
- Preparation
- Opening
- Bargaining
- Closing
Module Eleven - Making an Impact
- Creating a powerful first impression
- Assessing a situation
- Being zealous without being offensive
Module Twelve - Wrapping Up
Course 7 - Certificate In 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 8 - Certificate In Telephone Etiquette Online Course
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
- Words from the Wise
Course 9 - Certificate In Call Center Training: Sales and Customer Service Training for Call Center Agents Online Course
Session One: Course Overview
Session Two: What’s Missing in Telephone Communication?
- It’s Not What You Say; It’s How You Say It
- In the Absence of Body Language
Session Three: Verbal Communication Techniques
- Being Yourself and Sounding Your Best
- A Service Image
Session Four: Who are Your Customers?
- Define the Customer and Client
- About Relationships
Session Five: To Serve and Delight
Session Six: Did You Hear Me?
- Listening Skills
- The Mission: To Listen
Session Seven: Asking the Right Questions
- Open Questions vs. Closed Questions
- Probing Techniques
Session Eight: Saying No
- When We Say “No”
- Delivering Bad News
Session Nine: Sales by Phone
- Benefits of Telemarketing
- Rapport Building
Session Ten: Taking Messages
- Pen in Hand
- Effective Messages
Session Eleven: Staying Out of Voice Mail Jail
Session Twelve: Closing Down the Voice
Session Thirteen: Cold and Warm Calls
- The Cold Call
- The Warm Call
Session Fourteen: Developing a Script
- Scripting Techniques
- Sample Script
Session Fifteen: Perfecting the Script
- Making the Script Yours
- Using Cheat Sheets
Session Sixteen: Going Above and Beyond
- Fifteen Techniques for CCA Success
- Customize Your Service
Session Seventeen: Handling Objections
Session Eighteen: Closing the Sale
Session Nineteen: Feelings
Session Twenty: Changes in the Customer
- The Changing Customer
- What the Customer Wants
Session Twenty-One: Negotiation Techniques
- Mastering Negotiation Skills
- Practicing Negotiation
Session Twenty-Two: It’s More Than Just a Phase
- Phases of Negotiation
- Negotiation Made Easier
Session Twenty-Three: High Impact Moments
- Make It Count
- Creating Case Studies
Session Twenty-Four: Tips for Challenging Callers
- Tips and Tricks
- Caller Behaviors
- Up the Mountain
Session Twenty-Five: Dealing with Difficult Customers
- Dealing with Problems
- Dealing with Vulgarity
Session Twenty-Six: Phone Tag and Getting the Call Back
- Phone Tag
- Following Up
Session Twenty-Seven: This is My Mentor
Session Twenty-Eight: Stress Busting
Session Twenty-Nine: News from Within
- Management Reports
- Pre-Assignment Review
- CCA Reports
Session Thirty: Wrapping Up
- It’s a Wrap – Just About!
- Debrief
Session Thirty-One: Close with Vocals
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 10 - Certificate In Critical Thinking Online Course
Module One - Getting Started
Module Two - Components of Critical Thinking
- Applying reason
- Open Mindedness
- Analysis
- Logic
Module Three - Non-Linear Thinking
- Step out of your comfort zone
- Don't jump to conclusions
- Expect and initiate change
- Being ready to adapt
Module Four - Logical Thinking
- Ask the right questions
- Organise the data
- Evaluate the information
- Draw conclusions
Module Five - Critical Thinker (Part 1)
- Active listening
- Be curious
- Be disciplined
- Be humble
Module Six - Critical Thinking (Part 2)
- Seeing the big picture
- Objectivity
- Using your emotions
- Being self-aware
Module Seven - Evaluate the Information
- Making assumptions
- Watch out for the bias
- Ask clarifying questions
- SWOT analysis
Module Eight - Benefits of Critical Thinking
- Being more persuasive
- Better communication
- Better problem solving
- Increased emotional intelligence
Module Nine - Changing your Perspective
- Limitations of your point of view
- Considering others viewpoint
- Influences on bias
- When new information arrives
Module Ten - Problem Solving
- Identify inconsistencies
- Trust your instincts
- Asking why?
- Evaluate the solution(s)
Module Eleven - Putting it all Together
- Retaining your new skills
- Reflect and learn from mistakes
- Always ask questions
- Practicing critical thinking
Module Twelve - Wrapping Up
Requirements
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 laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash 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
Requirements
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.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
•Beauty
•Business
•Health & Fitness
•Finance
•Lifestyle
•IT & Software
•Personal Development
•Teaching & Academics
2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund guarantee. Just send us an email to info@coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.
3. What is the FREE Personal Success Training Program?
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!
4. Are there any requirements to study this course?
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.
5. Do I require to have finished high school to complete 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.
6. What if English is not my first language?
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.
7. Is this course online or conducted in person?
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
8. How do I receive my course?
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.
9. When does this course start?
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.
10. What is online learning like?
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.
11. What computer skills do I need for my course?
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).
12. How long will you have access to the online course?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
14. Do I need to buy textbooks?
All the required material for your course is included in the online system, you do not need to buy anything else.
15. Is the course interactive?
Yes, all our courses are interactive.
16. Is there an assessment or exam?
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.
17. What type of certificate will I receive?
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.
Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
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."
Valencia Marie Aviles - 5 STAR REVIEW
"I
had a very good experience with my course. It has helped me to get
multiple jobs and prepared me for almost everything I would need to
know. The course was very informative and easy to understand and broken
up perfectly to be done in a short amount of time while still learning a
good amount! I would recommend Courses for Success to anyone trying to
get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"
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.
18. Will this course be credited by universities?
No, it is not equivalent to a college or university credit.
19. Am I guaranteed to get a job with this certificate?
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.
20. How will this course assist me with my career?
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.
21. How long is the certificate valid for?
The Certificates are valid for life and do not need renewing.
22. Can I take more than one course at a time?
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.
23. What are the Payment Methods available? Is there a payment plan?
We accept payments via PayPal, Credit Card and Bank Transfer.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
24. Can I purchase for multiple people?
Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com
25. Can I request for an invoice before purchase?
Yes, you can request for an invoice via email at info@coursesforsuccess.com
26. Purchase for a gift?
Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.
27. Can I create my own course bundle?
Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.
28. How will I contact Courses For Success if I have any questions?
You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
Free Personal Success Training Course
The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
This month, we are providing it for Free with all Course Purchases, as a special offer!
Benefits:
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• Click here Personal Success Training Program to see thousands of positive reviews,
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
