Customer Service & Administrative Support

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Courses

  • 1 Request Info

    Business Etiquette

    How you present yourself to others in the business world speaks volumes. Business etiquette provides a framework for building successful professional relationships. From introductions to dining manners to how you interact with your coworkers, this course offers some foundational tips on what you need to know when establishing business relationships.
  • 2 Request Info

    Rapid Learning Customer Relations Skills Workshop

    Inform your employees on how to best handle clients with our Customer Relations Skills workshop! This program uses the DiSC assessment tool to identify unique strengths and weaknesses for each employee and how to best approach customer relations knowing your strengths and weaknesses. This workshop will train employees in the most effective tools or “people skills” used to enhance customer relationships. Employees will walk away with a better understanding of both themselves and how their unique workstyle handles client relations.
  • 3 Request Info

    Customer Obsession: Total Quality Customer Care

    The customer is the most important ingredient to success in business. Customers want to deal with a business that is responsive, caring, knowledgeable and flexible. Meet these criteria and business increases! Employees must see their jobs as a contribution to the organization's total impact on your customers. Customer Obsession Test To assess if your business really cares about and is obsessed with your customers, ask your staff to complete the following sentence: "As a result of my coming to work, the customer benefits by..." How does Customer Obsession differ from customer service? By: Thinking "customer" whenever you establish a policy. Serving the customer better than expected. Creating value -making the customer feel good about doing business with you. Making your business one big customer service department that cross sells and secures new business Treating your customers as if your were going to see them every day.
  • 4 Request Info

    Knock Your Socks Off Service

    Through a self-assessment, customer service employees and managers respond to 79 statements about customer service behavior and practices. The Employee Guide focuses on your employees' perceptions of their abilities — and those of the organization — to deliver KYSOS. The Manager Guide pinpoints developmental areas and helps customer service managers plan for improvement. Used together, there isn't a more powerful tool to diagnose your organization's readiness to deliver KYSOS. Can be customized based on organizations needs.
  • 5 Request Info

    Customer Service for Health Care Professionals

    It is safe to say, most health care facilities you deal with fail to deliver superior customer service. No one was born knowing this skill...it is a learned trait. How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so? This one day class examines who we are and what we do as a health care provider. We analyze our attitude and communications skills, and take a hard look at what our customers need. We learn customer service skills whether delivered in person, over the phone, or electronically. Finally, we learn how to handle complaints and difficult customers.
  • 6 Request Info

    Managing Difficult Customer Behavior

    Participants will learn step-by-step guidelines and techniques to use when dealing with different customer behaviors, with the ultimate goal of turning that customer into a raving fan! Have you ever had a customer react in a negative way to your product or service? What about... the demanding customer? The passive one? The irate customer? Oftentimes, how we handle the difficult clients can say more about our company than how we handle the routine client. There are any number of customer behaviors that we encounter in a service industry, and some of them can pose a challenge.
  • 7 Request Info

    Proper Telephone Techniques

    Have you ever heard the expression, “Sometimes it’s not what you say but how you say it?” If ever there was a situation where this holds true, it is when you are interacting with customers. Participants will learn the impact of the telephone and the speaker on the perception that is created for the customer. Voice inflection, body language, opening and closing a call, addressing the caller, company jargon, ten best and worst things to say to a customer, and other statements to avoid are just some of the things that can make the difference in the perceptions your customers have of you and your organization.
  • 8 Request Info

    Creating a Customer Service Culture

    Customer service. A term we hear often and strive to implement yet often times the practice eludes us. The difference between acceptable customer service and outstanding customer service is “living” it everyday. In this program, participants learn the basics of excellent customer service... how it impacts internal and external customer relationships how to put it into practice and how the level of customer service directly corresponds to the achievement of departmental and corporate goals. By utilizing practical skills to exceed the customer’s expectations, participants will learn to support the organization’s goals in building long term relationships with your most important asset: your customer
  • 9 Request Info

    Strategies for Exceptional Customer Service

    Providing your customers with excellent customer is the job of every employee. Excellent is what will keep your customers coming back. Customer service excellence is competitive advantage needed to thrive in a uncertain business climate. In today’s global village, businesses with a customer-oriented focus know that it’s the people skills which are the critical for success. How your staff interacts with your customers will directly affect individual, team and organizational performance. Our Strategies for Exceptional Customer Service workshop teaches you the skills necessary to create long-term relationships through customer service excellence.
  • 10 Request Info

    Moments of Magic®: How to Create An Amazing Customer Experience

    Customer service is not a department. It is a philosophy to be embraced by everyone within an organization. In this course, Shep Hyken will explain the concept of why satisfying customers is no longer good enough.
  • 11 Request Info

    Customer Service: Raising The Bar

    Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. - Peter Drucker. This interactive customer service course helps you to get in step with your different internal & external customers.
  • 12 Request Info

    Skills for the Administrative Assistant

    Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we don’t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest influence on our job satisfaction is our relationship with others. Our work should not be a burden to us and our offices shouldn’t be battlefields. We are human beings working with other human beings. This two-day workshop is about working to the best of your abilities, and encouraging the best in those who work with you, or for you.
  • 13 Request Info

    Conference and Event Management

    Although it does take plenty of creativity to design an event that is memorable and meaningful, it also takes careful attention to detail, adaptability, effective delegating, and a lot of work. This two-day course will walk you through the process of event management, from the beginning stages of planning, to the final touches (like decorations, food, and music). While this course is specifically for corporate event planning, the elements here can also be applied to more personal event planning like anniversaries, special birthday gatherings, weddings, and more. Essentially, we’re creating an effective and well planned design that is ready for implementation and can be used over and over again.
  • 14 Request Info

    Telemarketing: Using the Telephone as a Sales Tool

    Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. This one-day workshop will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.
  • 15 Request Info

    The Minute-Taker's Workshop

    No matter who you are or what you do, whether at work or in the community, you are likely involved in meetings. Meetings are costly, whether they are held in a company boardroom or at the local coffee shop. To ensure that meetings are productive and worth the expense involved, three ingredients are necessary: an assurance of closure, a strong chair or leader, and accurate minutes. It has been said that if accurate minutes have not been recorded, then the meeting may just as well not have taken place. If people can’t remember or agree on what actually occurred at a meeting, how can the group effectively accomplish its objectives? After this one-day workshop you will understand your role as a minute-taker and the best techniques for producing minutes that include all the essential information needed.
  • 16 Request Info

    Sales and Customer Service Training for Call Center Agents

    Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This 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. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop. This workshop will teach participants: 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 and more!
  • 17 Request Info

    Critical Elements of Customer Service

    While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition. Specific learning objectives include: Demonstrate a customer service approach Understand how your own behavior affects the behavior of others Demonstrate confidence and skill as a problem solver Apply techniques to deal with difficult customers Make a choice to provide customer service
  • 18 Request Info

    Managing Customer Service

    The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader managing customer service. This one-day workshop will teach participants: 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.
  • 19 Request Info

    Effective Customer Service Skills

    Service excellence & decision rules for common service scenarios to maintain consistency of service excellence. Emotional customers, managing tough situations, interpersonal skills, applicable counseling & problem resolution.
  • 20 Request Info

    Meeting Management: The Art of Making Meetings Work Training Training Material

    Investigate techniques for solving problems, brainstorming, and sharing information at your meetings. Members who are involved in a team need to know the art of making meetings work.