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Courses

  • 101 Request Info

    Customer Advocacy

    +Customer Advocacy: Communicating to Build Trusting Customer Relationships +Customer Advocacy: Enhancing the Customer Experience +Customer Advocacy: Supporting Customer Advocacy
  • 102 Request Info

    Customer Focus

    +Identifying and Managing Customer Expectations +Creating and Sustaining a Customer-focused Organization +Customer-focused Interaction +Listening to Your Customers +Creating a Customer-focused Organization +Developing Your Customer Focus
  • 103 Request Info

    Customer Service Fundamentals

    +Customer Service Fundamentals: Building Rapport in Customer Relationships +Customer Service in the Field +Customer Service over the Phone +Internal Customer Service +Customer Service Confrontation and Conflict +Shaping the Direction of Customer Service in Your Organization +Aligning Performance to Key Indicators +The Angry Caller: What's Your Plan?
  • 104 Request Info

    Inbound Call Center Management

    +Converting a Call Center to a Profit Center +Managing Your Call Center More Efficiently +Customer Service Training - The Interview and Beyond +Disaster Recovery - Keeping the Lines Open +Preventing Agent Absenteeism through Better Working Conditions +Workforce Management Software- Is it Worth it? +Prioritizing Rewards and Recognition in Call Centers
  • 105 Request Info

    Frontline Call Center Skills

    +The Importance of Call Tracking and Ticketing +Creating an Effective On-hold Message +Determining Proper Expectaion-management Techniques +Training Methods for CSRs in the Customer Contact Industry +Aligning Agent Behaviors with Caller Types
  • 106 Request Info

    Customer Service Representative, Process

    +Customer Service Processes and Procedures +Quality in a Support Center +Support Center Tools, Technologies and Metrics +Dealing with Irrational Customers and Escalating Complaints
  • 107 Request Info

    Customer Service Representative, Skills

    +Customer Interactions +Communication Skills +Conflict, Stress, and Time Management
  • 108 Request Info

    Customer Service Representative, Professionalism

    +The Customer Service Representative (CSR) +Support Center Services and Work Environment +Team and Customer Relationships
  • 109 Request Info

    The Five Behaviors of a Cohesive Team™ Assessment

    Based on the work and the book by Patrick Lencioni, The Five Behaviors of a Cohesive Team assessment and accompanying material is designed for an intact team. Before choosing this program, consider the questions: Is the team really a TEAM? Individual Profile Includes:
    36-page highly personalized assessment results for individual and team
    Strong visuals illustrate key messages
    Context-specific feedback
    Tips and strategies for improving teamwork effectiveness
    Opportunity for building an action plan
  • 110 Request Info

    Run More Effective Meetings

    Facilitate productive and purposeful meetings; Plan more effective meetings; Develop more powerful meeting agendas; Conduct more effective teleconferences & virtual meetings; Manage personalities more effectively; Have the correct and necessary people attend your meeting; Increase the overall attendance of your meetings; Enhance your reputation as a powerful meeting leader; Politely and assertively enforce meeting management rules and guidelines; Accomplish more results in your meetings; Run more effective meetings
  • 111 Request Info

    Deliver Seamless Internal Customer Service

    Better meet external customer needs by improving internal coordination & communication…Collaborate more effectively between internal departments…Break down barriers & silos that exist between departments…Work better with different people and personalities…Identify how we all work & play for the same ‘home team’…Locate & remove the most common internal service impediments…Identify the benefits our customers will receive by improved internal customer service…Recognize who your internal customers are and how they help the business…Deliver service that earns the praise of customers…Reduce the stress level by working smarter, not harder…Decrease the number of complaints from external customers due to poor quality service…Develop the ability to transform conflict into cooperation…Anticipate and exceed customer service expectations more regularly…Develop improved listening and communication techniques
  • 112 Request Info

    Preparing Yourself for Change

    Become more effective in accepting and supporting change…Understand the upsides to change and growth while preparing for change…Learn what happens when you choose not to change or grow…Accept and implement change more quickly, completely and successfully…Help smooth change transition and help overcome resistance…Do your part in overcoming negativity in the workplace during change…Understand the true reasons why we resist and fear change while we are preparing for change…Anticipate your reactions to change…Become a more influential and positive role model for co-workers during change…Learn how you can become a catalyst for change as we are preparing for change…Deal with your emotional impacts of change more effectively…Better understand the effect of change on you and your personality…Improve interpersonal communication to reduce defensiveness during change…Do your part in reducing conflict in the workplace during change
  • 113 Request Info

    Successful Project Management Skills

    Plan, manage and control projects more successfully - Increase project cooperation and communication - Coordinate the tasks more effectively - Enhance the spirit of teamwork among project team members - Reduce new product development cycle - Deliver projects consistently on time and within budget - Reduce the time required to plan and manage projects - Provide management, clients or customers with the project information quickly - Define up-front project scope and deliverables even when your client/customer isn't sure what they really want - More clearly identify work requirements - Develop more accurate and realistic time and performance estimates - Schedule projects more accurately – Spot & mitigate problems more quickly - Enhance people skills to effectively motivate and communicate with your team – Develop risk analyses & contingency plans – Create project post postmortems and lessons learned
  • 114 Request Info

    California AB 1825 Sexual Harassment Training

    Training Benefits & Deliverable Include: Meet CA AB 1825 sexual harassment training requirements…Build stronger working relationships through increased understanding…Improve productivity by providing a more comfortable working climate…Communicate more professionally and effectively with co-workers…Reduce the instances of being misunderstood or misrepresented…Reduce the exposure to employment and labor law claims by documenting sexual harassment training…Deal with cultural, generational, religious and other differences more sensitively…Learn communication skills that can eradicate harassment and discrimination before it begins…Sensitize employee awareness to colleague perceptions and perspectives…Address the most common causes of harassment and disrespect…Increase the employee’s understanding of their responsibilities of behavior…Identify and avoid risky work place conduct…Reinforce your company’s anti-harassment and discrimination policies
  • 115 Request Info

    Promoting a Diverse & Harassment-Free Workplace

    Prevent discrimination or harassment situations from arising with co-workers…Build stronger working relationships through increased understanding…Provide a more comfortable working climate…Communicate more professionally and effectively with co-workers and customers…Reduce the instances of being misunderstood or misrepresented…Reduce the exposure to legal claims by documenting sensitivity training…Deal with cultural, generational, and other differences more sensitively…Learn communication skills that eradicate harassment or discrimination…Sensitize employee awareness to colleague perceptions and perspectives…Address the most common causes of harassment and disrespect…Reinforce your company’s anti-harassment and discrimination policies
  • 116 Request Info

    Building High Performance Teams

    Many people are assuming the role of "team leader" and are not given the proper skills to execute successfully. Having people work on teams can be a competitive advantage or an organizational mess. When people learn the value of thinking "team first" the impossible can be achieved. Participants will discover: A 4 part strategy for building a high-trust team The importance of fostering healthy conflict How the lack of accountability can create a demotivating environment How to coach and give proper feedback How to have a tough conversation Part of this program is based on Eric’s chapter “Building High Trust Teams,” in which he tells stories and provides a system on how to build a high trust communication team. This is an interactive, high energy, and engaging program.
  • 117 Request Info

    Managing The Complexity of Business - How To Get It All Done

    With increasing competition and decreasing budgets, it's hard for organizations to manage daily activities while delivering on strategic priorities. Most employees see an increase in email, meetings, and interruptions from year to year. Being able to identify priorities, communicate effectively, and manage interruptions is a skill many employees are in need of. Participants will discover: - How to gain control and confidence in their workday - How to prioritize the workload from multiple bosses - How to handle interruptions and time wasters - How to manage levels of stress and motivation
  • 118 Request Info

    Creating a Culture of Ownership - Obtain Breakthrough Results With People For Productivity

    Do you ever wonder what the comment "That's not my responsibility" is costing your organization? More people today are stressed out and feel overwhelmed at work than ever before. Some work environments have shifted from caring and collaboration to cold and competitive. In this program you will discover: - What to do when you feel overwhelmed - How simplicity and subtraction lead to success - A creative thinking process to produce faster results - The value of reframing failure and responsibility - How self-discipline leads to freedom By the end of this session, participants will be able to: - Achieve a higher level of productivity - Foster an environment of having "tough conversations." - Accomplish a greater level of awareness of personal and team accountability
  • 119 Request Info

    Myers-Briggs Type Indicator(R) Understanding Personality

    The Myers-Briggs Type Indicator(R) MBTI is the most used and researched personality assessment. Rebecca Staton-Reinstein, Ph.D. and MBTI Master Practitioner, works with you individually or as a team to understand how your personality preferences influence your work, communication, and management styles. Maximize your unique gifts. Understand and interact with others more effectively. Individuals: Use MBTI to consider key life decisions, become a better communicator, and use your strengths and talents to become more productive. Teams: Gain insights into fellow team members, work together more effectively, and eliminate needless conflict. Everyone: Learn the art of Flexing to "speak the other person's language" without giving up your own. Receive a detailed profile, content-packed notebook in an interactive feedback and education session. Choose from different types of in-depth profile reports based on your needs. Integrate into leadership, team, and personal development.
  • 120 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.