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Customer Service in the Field

How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in...
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$75

USD

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1 hours
Start Date: Open enrollment

Customer Service Confrontation and Conflict

How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer...
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$75

USD

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1 hours
Start Date: Open enrollment

Customer Interactions

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper...
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$75

USD

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3.50 hours
Start Date: Open enrollment

Creating and Sustaining a Customer-focused Organization

To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve.
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$75

USD

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1 hours
Start Date: Open enrollment

ITIL® 2011 Edition Foundation: Continual Service Improvement

IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides...
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$75

USD

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1.50 hours
Start Date: Open enrollment

Telepro Online Program - Group Two: Managing the Call

Group 2 modules focus on those skills necessary for managing the call and are more suitable for those who must use the skills of listening, questioning and controlling the interaction to bring the call to a timely and appropriate response.
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$89

USD

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4 hours
Start Date: Open enrollment

The Customer Service Representative (CSR)

It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in...
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$75

USD

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3.50 hours
Start Date: Open enrollment

Customer-driven Process Improvement: Analyzing Process Problems

One of the stages in customer-driven process improvement is identifying problem areas in current processes. It's vital to find out why something has gone wrong in a process, especially if it affects the organization's ability to meet...
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$75

USD

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1 hours
Start Date: Open enrollment

Shaping the Direction of Customer Service in Your Organization

There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders –...
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$75

USD

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1 hours
Start Date: Open enrollment

ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle

Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase...
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$75

USD

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1.50 hours
Start Date: Open enrollment
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