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Course Criteria
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Dealing with Difficult Customer Situations is an interactive online skill builder for customer service professionals to provide you with techniques for dealing with difficult customer situations. Your role as a customer service professional offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, you will learn general guidelines for dealing with difficult customer situations, two techniques for dealing with customers in such situations: calming and focusing, and then practicing what you have learned. ONLINE COURSE
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The relationship established in the first few seconds of the outbound telephone call will dictate the chances of success. But today it's getting both harder and more important to move quickly to establish a positive relationship with the customer. In this course, participants will learn how to persuade the person they're calling to spend a few minutes talking to them, so that they increase their chances of finding ways in which your organization's products or services will benefit the customer. ONLINE COURSE
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The relationship telesales people establish in the first few seconds of the customer's call will dictate they're chances of success. The first words out of a telesales person's mouth are the most important part of the whole customer interaction. In this course, participants will learn what they can do to help make sure the conversation, and relationship with the customer get off to a positive start. They will also learn how they can make the transition from taking an order or providing a service, to a sales conversation. ONLINE COURSE
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The recommendation begins where the discovery leaves off, with a clear consensus about the customer objectives. Their not selling products and services, their selling "solutions" that can help the customer reach his or her objectives. In this course, participants will learn the 4-step recommendation process, which is an essential part of your customer interactions. ONLINE COURSE
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From the moment a telesales person obtains the customer's "permission to ask questions", they've been building a chain of agreement with the customer. Now, it's time to turn that agreement into action. By the end of the recommendation process, both the telesales person and the customer have agreed that the products or services proposed will provide customer benefits by helping achieve those objectives. In this course, you will learn to obtain customer agreement to the purchase. ONLINE COURSE
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Many telesales people will find negotiating about money to be the most difficult part of the entire selling process. There are a lot of reasons for that. But the reality is that customers expect to pay for the products or services they purchase. Their challenge and businesslike manner. In this course, participants will learn the foundations for selling interactions in which money does not become a bone of contention. They will learn the important steps in the selling as a service process. ONLINE COURSE
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Achieving Communication Effectiveness (ACE) trains participants to function more productively through improved communication skills. This interactive workshop examines the skills, techniques, and behaviors associated with communication effectiveness. ACE does not encourage a win/loss resolution. Rather, it trains participants in effective communication techniques that open the door to dialogue, negotiations, and compromise. ACE enhances the professionalism of the employee. A confident and self-assured person is a more productive worker and an organizational asset. ONLINE COURSE
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Office automation has changed the nature of office work. Now, more than ever, employees need training in the basics of the work world: professionalism, effective communication skills, and methods of increasing personal productivity and efficiency. Professionalism in the Office trains support staff personnel to be more professional, thus more effective on the job. The major topics addressed are identifying your role in the organization, professional behavior, interpersonal communications, time management, personal organization, motivation, and self-development. ONLINE COURSE
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This program is designed to teach participants how to set goals for professional development. The participants assess their interest, needs, and abilities in the context of their changing work requirements. They explore professional development methods, examine ways to make their plan work, and learn how to monitor and encourage progress. ONLINE COURSE
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Working or associating with people who look, believe, or act differently from you may at times be difficult or uncomfortable. You may not know what to say or what to expect. You may even find yourself nervous, self-conscious or even fearful when those from other cultures are around you. Diversity Awareness is a source of enrichment and opportunity which can bring a wealth of benefits to us all. This program will show you how to interact with different kinds of people. It will seek to create a better climate for differences and recognize the benefits that multi-culturalism can bring to you and your life. ONLINE COURSE
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