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High-Impact Business Planning Course

Your business plan should help you achieve self-sustainability not hinder it! Too many business planning tools build a big bulky plan which does little to help you organize the day-to-day operational actions to meet your annual business goal and objectives. The key to good business planning is something that simplifies turning your VISION into ACTION!!! High Impact Business Planning helps you focus everything into a 3 page plan with a 1 page budget. Could you use that? Quarterly action plans help you delegate responsibility to the right people and create accountability in achieving objectives and ultimately your goal!! High Impact Business Planning is designed to get your vision out of your head and down on paper in a simple and concise way so you can communicate more, faster. High Impact Business Planning streamlines delegation so you get more people taking action on the right objectives, and achieve your goals quicker.

Visited 3,368 times
$79.00
Recommended
3530

Excellent Customer Service - 1-Day ILT

This package includes an instructor manual and student activities needed to present a 1-day instructor-led training course. The global marketplace and other changes in society have created a heightened need for businesses to compete on many levels. There is a growing awareness that companies need to improve customer service to distinguish themselves in a competitive marketplace. Business need to find a way to stand out from the crowd and a good way to do this is when their staff has excellent customer service. This course defines basic customer service principles and provides steps towards service improvement. This course focuses on building skills and confidence in customer contact situations, such as providing support and dealing with cultural differences and conflict situations. Participants will learn to develop professional attitudes and manage personal development, such as integrity, entrepreneurship, and self-reflection. This course is designed for new or intending sales consultants, customer service advisors, and administrators. No previous experience or training in business skills is required, though participants should possess basic literacy and discussion skills and ideally will be active contributors. Participants will be tested on both knowledge and skills. Assessment methods in this course are discussions, role plays and self-evaluation. After completing the course, participants will individually be able to apply excellent customer service skills on the job and will have a professional development plan ready in order to keep improving customer relations. Both will contribute to your customer’s satisfaction, which is extremely important for a business to stand out from the crowd. At the conclusion of this training program, the participants should each be able to: Demonstrate excellent customer service. Explain how organizational culture drives customer service and how a business can benefit from a service culture. Explain how today’s society influences customer service. Develop a personal action plan to improve customer service skills.

Visited 1,987 times
$100.00
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High-Impact Business Planning Course

Your business plan should help you achieve self-sustainability not hinder it! Too many business planning tools build a big bulky plan which does little to help you organize the day-to-day operational actions to meet your annual business goal and objectives. The key to good business planning is something that simplifies turning your VISION into ACTION!!! High Impact Business Planning helps you focus everything into a 3 page plan with a 1 page budget. Could you use that? Quarterly action plans help you delegate responsibility to the right people and create accountability in achieving objectives and ultimately your goal!! High Impact Business Planning is designed to get your vision out of your head and down on paper in a simple and concise way so you can communicate more, faster. High Impact Business Planning streamlines delegation so you get more people taking action on the right objectives, and achieve your goals quicker.

Visited 3,368 times
$79.00
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Maintaining A Positive Attitude Course

This course will take approximately 19 minutes to complete. The main objective of this online training course is to suggest ways representatives can maintain a positive attitude to improve the customer experience. At the end of this training session trainees will be able to recognize the value of a positive attitude, understand how to maintain a positive attitude, cooperate with co-workers to create positive experiences for customers, and demonstrate a positive attitude every day on the job.

Visited 2,214 times
$23.00
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How to Achieve Your Goals

Goal Attainment Skills are one of the best life skills we can have, and this FREE, dynamic, interactive eLearning module is more like a short personal tutorial than your typical eLearning module! This eLearning module will give an overview of the psychology of goal attainment, touch on the process of change and highlight some key steps from the 10 Goal Success Steps. Even thought this is a FREE resource, the completion of the activities culminates in your very own, mini personalized Goal Attainment Plan that you can print out at the completion of the course! If, after completing this module, you wish to purchase the complete module, direct links are provided in the resource section. If achieving a specific goal could make you money, or save you money, the Return on Investment of completing the full module could be HUGE! With a sales training career that has spanned over 15 years, Rosey Conway specializes in teaching managers, trainers, coaches, sales people and peers the "know-how" of goal setting. Now, this valuable knowledge can be right at your fingertips too.

Visited 1,988 times
Free
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Income Statement Secrets Revealed

Income Statement Secrets Revealed is an online training course designed to revolutionize the way you look at data. With this training course, you’ll learn to avoid the pain of trying to decipher columns and rows packed with data. Wasting resources on things that appear to be worthwhile, you lose double: wasted resources, and the work you could have done instead. This online training course is fun, if such a thing can be said about financial data, and easy to grasp.   Following are the modules that will be covered in this training course: Who, What, Why Introduction Module Two: Financial Statement Primer, Short and Sweet! What is this Report Trying to Tell Me? Flawed Averages and Percents The Foible of Limited Comparisons Ruth, Mantle, Maris, Bonds or Aaron? How to Go Beyond the Rear View Mirror

Visited 1,947 times
Free
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How to Negotiate Salary: The Negotiation Mindset

Learn how to get paid what you are worth by adopting a salary negotiation mindset. Negotiating your salary when going for a new job or a raise is a critical skill to make sure you get paid what you deserve, yet it is a topic that makes most everyone anxious. Before you can master salary negotiation tips and tricks, you first have to be in the right mindset. Using an easy-to-follow storytelling approach -- along with case studies, statistics, and the right amount of humor -- this course will change the way you look at negotiation. In this course you will see: Two crucial goals for any negotiation Case studies of negotiations gone wrong The new reality for a post-recession economy What family, friends, and your boss WON'T tell you about negotiation Negotiation statistics and facts The HR perspective The light switch moment of negotiation success Ready for the next step? Also see: How to Negotiate Salary: Negotiating a Raise or Promotion

Visited 1,773 times
Free
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Fundamentals of Project Management for Development Organizations

This course focuses on concepts and practices related to development projects. It is our hope that the ideas and methodologies presented in the course of the following modules, and in the other books of the PM4DEV series, are proven useful to anyone who is engaged in managing projects in the development countries. We hope that this experience helps bring sustainable benefits to the communities and beneficiaries who need it the most. The course consists of six modules, each module presents ideas and concepts with the aid of charts and graphics to help increase your understanding. After each module you will have an opportunity to review the main topics with a short test. The course has been designed for no more that 120 minutes. You can take the course and its modules at your own pace, the menu and index can help you move around the course and take each module and each lesson independently. To help you increase your knowledge, many modules include links to documents that you can open and read at your own time, all the documents are in Adobe PDF format

Visited 1,314 times
Free
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84303

Service Recovery (Course)

This is a 66-slide PowerPoint. When things go wrong, customer expectations tend to drop while fear and anger rise. Many service providers tend to avoid the issue, hiding from the damage, minimizing cost and shifting the blame to others. With the right approach and understanding, you can regain customer satisfaction and loyalty and make your organization even stronger. In this training powerpoint, you can educate customer service employees or new hires on the key concepts and principles of service recovery, learn how to handle difficult customers and acquire the five-step service recovery skill.  LEARNING OBJECTIVES 1. Understand the key concepts of service recovery 2. Understand the principles of effective service recovery systems 3. Understand why problems are opportunities 4. Acquire knowledge on how to make it easy for customers to complain 5. Acquire knowledge on how to handle difficult customers 6. Apply the five steps of service recovery skill CONTENTS 1. Introduction to Service Recovery 2. Principles of Effective Service Recovery Systems 3. Problems are Opportunities 4. Making it Easy for Customers to Complain 5. Handling Difficult Customers 6. Five Steps of Service Recovery In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Customer Service Essentials * Delivering Service Excellence * Service Excellence Models

Visited 23 times
$39.00
84302

Service Excellence Models (Course)

This is a 143-slide PowerPoint. This presentation is a collection of PowerPoint diagrams and templates used to convey 28 different Service Excellence frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.) INCLUDED MODELS/FRAMEWORKS: 1. Five Phases of Design Thinking 2. Business Model Canvas 3. Customer Journey Mapping 4. Empathy Map 5. Four Moments of Truth 6. Net Promoter Score (NPS) 7. 6P's of Marketing Mix 8. Keller's Customer-Based Brand Equity Model 8. Kano Model 10. Kaufman's Six Levels of Customer Service 11. Ladder of Loyalty 12. Apostle Model (Satisfaction-Loyalty Matrix) 13. Importance-Performance Matrix 14. Profitability-Loyalty Matrix 15. RATER Model 16. SERVQUAL Model 17. Five Steps of Service Recovery 18. The International Standard for Service Excellence (TISSE2012) 19. Five Principles of Lean 20. APQC Benchmarking Methodology 21. Root Cause Analysis 22. ADKAR Model 23. Kotter's Eight Phases of Change 24. McKinsey's 7S Framework 25. COPC-2000 26. Baldrige Excellence Model 27. EFQM Excellence Model 28. Australian Business Excellence Framework

Visited 24 times
$49.00
84171

Delivering Service Excellence (Course)

This is a 112-slide PowerPoint. Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your frontline staff with the skills to create a quality experience for your customers, you differentiate your organization from the competition, enhance customer satisfaction and your organization's image. In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. It includes the techniques and skills to: a) Find out and respond to each customer's needs and expectations; b) Reduce customer's negative feelings; c) Heighten customer's positive feelings towards your organization; d) Satisfy customers in difficult conditions; and e) Apply the five A's of service recovery. CONTENTS: 1. Introduction to delivering service excellence 2. Managing myself 3. Identifying customer condition and establishing rapport 4. Determining customer needs and expectations 5. Effective communication techniques 6. Meeting and exceeding customer needs and expectations 7. Satisfying customers in comfortable and difficult conditions In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Customer Service Essentials * Service Recovery * Service Excellence Models

Visited 19 times
$59.00
84169

Customer Service Essentials (Course)

Customer service is about how a company deals with its customers before, during and after a purchase of a product or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.  In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.  LEARNING OBJECTIVES: 1. To instill in customer service professionals the importance of providing excellent customer service 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships CONTENTS: 1. Introduction to Customer Service 2. Key Elements of Customer Service 3. Effective Techniques and Skills 4. Dealing with Different Types of Customers This training powerpoint includes exercises for individual and group discussions and role plays.  In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Delivering Service Excellence * Service Recovery * Service Excellence Models Got a question about the product? Email us at support@flevy.com or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Visited 18 times
$49.00
84168

Customer Service Basics (Course)

This is a 23-slide PowerPoint. Customer service is about how a company deals with its consumers before, during and after a purchase of a product or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.  In this simple training powerpoint, you can quickly educate employees or new hires who are new to their role as a customer service provider. This module serves as a foundation for you as a service provider to build on more advanced customer service knowledge, techniques and skills.  LEARNING OBJECTIVE To understand the basics of customer service CONTENTS 1. The ABCs of Customer Service A - Attitude B - Business knowledge C - Customer-oriented 2. The 123s of Customer Service Deal with 1 customer at a time Customer service is a 2-way exchange Solve or identify issue in 3 minutes (or less) In addition to this basic training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Essentials * Delivering Service Excellence * Service Recovery * Service Excellence Models

Visited 19 times
$39.00
84167

Customer Delight through Quality (Course)

Businesses exist because of customers. Delivering delightful experience creates loyal customers and keeps them coming back. Applying these tools internally creates a positive working culture. In this simple presentation, you will find useful information on the basic concepts of delighting customers through quality. It includes: The framework for Customer Delight Identifying and maximizing the moments of truth Management of service recovery Tips to create a positive service culture LEARNING OBJECTIVES Understand the basic concepts of delighting customers through quality Define what it takes to create Customer Delight Define how to maximize on Moments of Truth Describe how to manage Service Recovery Explain the imperatives of a positive service culture CONTENTS  What is Quality? Quality: The Big Picture Who is the Customer? External Customers Internal Customers Product Quality Expectations of Product Quality Service Quality Why do Companies Lose Customers? Reasons for Switching to the Competition Experienced Poor Service? 5 Dimensions of Service Quality Moments of Truth? How to Maximize the Moments of Truth 8 Steps to Service Recovery Service Culture Management Support Motivators & Rewards 10 Tips to Positive Service Culture People Being a Customer-oriented Professional Got a question about the product? Email us at support@flevy.com or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Visited 17 times
$39.00
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Award Winning Telephone Criteria PT2 (Course)

In part two of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.

Visited 60 times
$9.50
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Award Winning Telephone Criteria PT1 (Course)

In part one of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.

Visited 61 times
$9.50
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Answering the telephone (Course)

In this 10 minute video module, you will learn how to answer a telephone call professionally. We explain the standards for call greetings and key components of how to welcome callers in a professional manner including how to identify your customer properly.

Visited 79 times
$9.50
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Difficult Customer Techniques (Course)

Customers have their own expectations and what service means to them. When these expectations are not met and the customer becomes displeased they may just walk away from your business.   In this 10 minute interactive video module we will look at how to effectively manage difficult customers and situations and ensure we dont lose them as a customer by looking at the following areas: New techniques and ideas on managing difficult customers. Using the Sorry, Glad, Sure technique. How close and finish conversations. 

Visited 161 times
$9.50
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Customer Service Excellence Video Module (Course)

In this 10 minute interactive video module we will show you why customer service is fundamental in providing the best experience for your customers. In this video module we explain ways to ensure top level service is provided and tips and techniques for doing so. Use this targetted video module as a great upskilling tool or ongoing refreshers whenever and wherever they are needed.

Visited 125 times
$9.50
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Identifying Customers' Needs Course

This course will take approximately 20 minutes to complete. The objective of this online employment training course is help trainees identify and meet customers’ needs, an important step in creating loyal customers. At the end of this training session trainees will be able to recognize the importance of correctly identifying customers’ needs, ask the right questions to accurately identify needs, identify and take advantage of cross-selling opportunities, and present products, services, and solutions that meet customers’ needs.

Visited 441 times
$23.00
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Knowledge Management: Knowledge Sharing Skills Everyone Can Master

Knowledge Sharing 101: How to get 35-50% more out of your support team with the people and technology you already have. Following the application of the information and techniques in this class across your team will also enable you to shorten by up to 70% the time it takes to get new members of the team up to speed and working independently. At the end of this module Learners will demonstrate end-to-end knowledge management skills including: How to and why you should begin by searching a common knowledge tool or repository How to update existing articles How to create a quality knowledge article with lasting value to the organization Basic experience writing a good article A keen understanding of the benefits of sharing knowledge and the disadvantages of not sharing knowledge Dispelling common myths of knowledge sharing in order to avoid common mistakes and pitfalls Pass a test on basic Knowledge Sharing

Visited 2,677 times
$29.00
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Phone Skills Course

This course will take approximately 25 minutes to complete. The main objective of this online employment training course is to cover the basic phone skills needed to be a successful customer service representative. At the end of this training session trainees will be able to answer the phone professionally and effectively, handle transfers and holds successfully, make the most of opportunities to call customers, take phone orders accurately and efficiently.

Visited 1,903 times
$23.00
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E-mail Best Practices For All Employees Course

This course will take approximately 24 minutes to complete. The objective of this online employment training course is help trainees make the most efficient use of electronic correspondence. At the end of this training session trainees will be able to understand our e-mail policy, manage e-mail volume and storage effectively, present a professional image in e-mail, produce clear, concise messages, and reply efficiently to incoming mail.

Visited 2,346 times
$23.00
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Effective Communication for All Employees Course

This course will take approximately 20 minutes to complete. The objective of this training session is to teach you the basics of effective workplace communication. At the end of the training session, you will be able to understand the benefits of effective workplace communication, recognize obstacles to effective communication, enhance your communication skills, communicate more effectively on the job.

Visited 1,975 times
$23.00
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Customer Service - How to Promote Excellent Service Among Your Staff Course

This course will take approximately 23 minutes to complete. The objective of this online training course is to prepare supervisors to train and encourage their employees to provide the highest level of service to all customers. At the end of this training session supervisors will understand what customers expect from their employees, be able to create a customer-oriented focus in their department, and train employees to deal effectively with customers’ problems, and improve overall customer satisfaction.

Visited 1,990 times
$23.00
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Time Management Skills for Employees Course

This course will take approximately 19 minutes to complete. This training presentation will help you gain control over your time so that you can work more efficiently and productively. At the end of the training session, you will be able to identify and eliminate your time wasters; plan and prioritize effectively; define goals and make time-wise decisions; capitalize on prime and commuting time; avoid procrastination; and handle communications, interruptions, and emergencies effectively.

Visited 1,784 times
$23.00
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Teambuilding for All Employees Course

This course will take approximately 19 minutes to complete. The main objective of this training session is to explain how we can build strong, effective teams in our organization. By the time this session is over, you should be able to recognize the value of teamwork, identify the characteristics of an effective team, understand the qualities of a productive team member, and help build successful teams to achieve important goals.

Visited 1,645 times
$23.00